Cancellation terms changed

dizzyjojo

Hi,

Having decided to cancel my contract with BT (I have phoneline, broadband & Vision box). Basically I'm moving and unable to pay the £122 connection fee and the £50 a month. I also found out today I am unable to have the phoneline installed in the flat I'm moving to.

I rang BT yesterday to find out exactly what I was facing in breaking my contract terms. I was told £207 to cancel everything. The guy checked my account so come to this figure. I said I'd have to call back because I needed to check my funds.

Today I phone up to go ahead with the cancellation only to be passed from 'cancellation' to 'moving home' & having to explain twice what I wanted. I was then told 'It'll be over £200 to cancel the phoneline & broadband' alone. I asked why as yesterday I was told it would be £207 for everything. Biting the bullet I told the guys to go ahead with the cancellation anyway.

I was then put through to the Vision people where I was then told it would cost a further £200 to cancel their service. I told them to forget the cancellation as I would need to sort some things out.

I am obviously livid about this but this is also coupled with being mis-sold the vision box because the sales lady didn't tell me I would have to pay for films (pay-per-view) type thing and she caught me off guard by ringing me at home one day. Also I've noticed the broadband has been getting slower and slower over the last couple of months. From 30 seconds to download a music track to 15 minutes at the same time of day.

I am going to write to BT tomorrow with my complaint and asking them to clarify, in writing, what the charges will be to cancel and why I was told different figures.

Does anyone know BT's address is my first query as I can't find it on any paperwork or online.

Where do I stand cancelling my direct debit to them? After this week, as I'll have moved in the next few days, I won't be using the service but I didn't want this to come back on me if this goes to an ombudsman at all.

Thanks for any help. Moving is stressful enough as it is, I could really do without this hassle from BT.

Cheers

Jo

KimYeovil

Yes, you have to pay for both the PVR and a wodge of the package subscription rental. I don't understand why you are livid. They are not hassling you.

macman

And you don't need to pay £122.50 for a house move. Use the free connection offer and it will cost you nothing.
Not clear why you can't have an install in the new property though?

BT_company_representative

Hi dizzyjojo,

If you want to write in, can you send me an email with your details (and link to this thread) and I'll look into this further for you? The email address is [EMAIL="btcare@bt.com"]btcare@bt.com[/EMAIL].

Is there any reason why you are unable to get a new line at the new address?

All the best,

Stephanie

dizzyjojo

Hi,

Kim, I do understand I need to pay to cancel the contracts, it's the fact the over the course of a day this amount doubled that I'm livid about.

Macman, the free connection offer isn't open to existing customers, I phoned BT and asked them when I knew I had the flat.

Stephanie, thank you for your message, I've just sent you a rather long email.

Thanks everyone

Jo

BT_company_representative

Thanks for the email Jo, and don’t worry if it’s long, the more info the better! I’ll get back to you as soon as I can.

Stephanie

Heinz

dizzyjojo wrote: »

Macman, the free connection offer isn't open to existing customers, I phoned BT and asked them when I knew I had the flat.

Yes it is. You were lied to.