Canceling BT Vision in forst 10days?!

Zmaster2k

Right my homehub went wrong after ages to get them to send out a new box, i phoned up to compkain and got sold Bt Vision, as my building isnt allowed sky...

I was told its just like sky and gives me HD etc etc

Asked if i could return it ig it was no good

yes no problem with-in ten days..... i specifically remember asking this

arrived today, plugged it in, set it up.....

Its total rubbish... ive subscribed to a film pack, yet i still have to pay for individual films... the menu looks like (graphically) somthing out of the dark ages..., the HD is sodding ecpensive and its only HD channels...which cost extra

The channels i do get i had with freeview... only now i can record... not worth £14.99 a month

So after deciding this is !!!!! i phoned up to cancel within my 10 day period......

Only to have them say.. "who toldyou that... if you want to cancel you have to pay the £199 for the box and the remainder of your contract."

i was NOT told this... although i might of been as the bird said some s**t at the end of the phonecall that was at light speed... however im not paying for this! no bloodyway!

they are now going to phone me back within 5 days so they can recall the phone call and jusge if id been mis-sold it!

British Telecom makes me laugh now... some of the worst customer service in the world... and as its british telecom id be amazed if i actually spoke to sombody british..... its all redirected to india!

macman

BT Vision is not 'like Sky', it's just Freeview with an on-demand component delivered by broadband.
Wouldn't it have been wise to do a bit of research yourself before signing up?

Zmaster2k

wow thanks for that.........hindsight is marvelous isnt it

does anybody know if there is a 14 day cooling off period...?

macman

If you ordered it over the phone, distance selling regs allow a 7 working day cooling off period. So rather depends when you ordered it, because that will be the day your contract was made.
http://www.businesslink.gov.uk/bdotg/action/detail?type=RESOURCES&itemId=1073792577
So if I was marketing BT Vision, I'd accordingly make sure that I didn't supply the hardware until the 8th day...

Zmaster2k

thanks this is what i thought, so them telling me to wait a further 5 days while they look into the recording of the original phonecall is a bit cheeky!

spike7451

A neighbour of mine got it in,she was told the movies cost,say £2 each bu when she got the bill it was £3!

BT_company_representative

Hi Zmaster2k

You have said that BT Vision are looking into this and checking the call for you. If they don't get back to you within the 5 days stipulated send me an email to the address in my profile.

I can chase this up with them.

Thanks

Stuart

Zmaster2k

Stuart, i have emailed you at the Btcare Email address in your profile:

They still have not contacted me, so ive called them back asking why not, they said because the call was "logged on saturday" even though i placed the compliant/cancelation on wednesday? So now i have to wait untill this comming friday where i suspect i will have to call them again and get passed from department to department, to try and cancel my Vision box in the first ten days of the "cooling off period".

Tell me this..

The first person i spoke to about this on the 17th of March told me there was no cooling off period and that it sounds like i have been mis-sold the item and that a query would have to be raised.. when i placed the order i remember QUITE CLEARLY i asked if it was possible to send the item back should i not like it and i was told "YES you have a 10 day cooling off period" although i would have to pay postage on sending the item back. There was NO mention of a charge of the box or indeed contract, which is NOT what i was told when i phoned back for to cancel the box?

now, the second person i spoke to today said there is a 10 day cooling off period and we were activated for use of bt vision on the 8th day (17th March) and as long as i call in with in those 10 days there is no charge for the box. WE CALLED ON THE 17th!

3rd Person i spoke to today, said i have 28days to make a complaint reference "mis-selling" im not making a complaint about mis-selling im trying to cancel my contract in the first 10 days and i will now have to wait for friday to come so the can listen to the oiriginal phonecall!?

So which is it?! ten day, 0 days? or 28 days?

All i want to do is cancel the box in my first 10days of my cooling off period!?

Can you help me? Or do i have to physically take the box to head office as i dont seem to be getting anywhere i have now been on the phone for over 2 hours (thank god its afree phone number!) trying to get this resolved and each time i get told different things.

Essentially im paying for somthing im not using i was assured of a better tv content.... its not its just freeview with downloadable content....... I have 2 laptops and a family computer for this.

I hope sombody can get back to me with some sence.......

This has to be the worst customer service i have ever received, and i can assure you if this is not resolved soon i will Cancel My broadband account and Homephone line with "British" Telecom...once both those contracts are up.....

laurandwayne

I phoned BT nearly 4 weeks ago now to enquire whether there was a landline into our new property as we were thinking about having Sky in our new home. I was told that there wasn't a landline and it would be £124.99 to have one installed but if I took out a BT ‘Talk, Surf & Watch’ package (BT Vision and home hub) this installation would be free.
I explained very clearly that I had no knowledge of BT vision & told the representative clearly what we wanted from our TV package - being able to record TV, watching sports (especially football) and movies. She sold it to us as the same as Sky+ with access to all the live sports (including premier league games) and a very similar movie package. We also paid £10 extra for an ESPN viewing card because we were told we could see more sports through this.
When the BT vision box arrived on the Monday we set it up and started to explore the content. As far as I can tell this is nothing more than a glorified freeview box!!! The 'sports package' allowed us to view live Bundesliga games and if I wanted to watch any English games I had a choice of 'classic games from the 70's' or last week's highlights!! NOT live premier league games as stated!
Not being German and being born in the 80's I was naturally unhappy with this choice and was left wondering what I am paying £45.53 per month for?! The ESPN card we paid extra for also took repeated attempts and about two weeks to actually be recognised by the box… when it did we got Russian football league highlights – brilliant.
I then tried the movies package. A short library of approx 30 films that nobody actually watches - which is why they are free - and any more recent (none actually very current) are upwards of £3 to watch!! I have a better and more current selection of films to watch in my own DVD collection!! What purpose does this 'movie package' serve except for making me feel good about my DVD taste?!!

I phoned BT the very next day (Tuesday) to find out whether there is a cooling off period on this package as we were extremely disappointed with it. I was told that there a 10 day cooling off period on the box but not on the 18 month contract... in other words I could return the box but still pay £45.53 for the next 18 months with nothing to watch(?!)
I explained that I felt it had been mis-sold and the rep completed a complaints form which was to be sent to a BT Vision complaints department and we would hear back within 7 days... allowing for the bank holiday we phoned back 9 days later having heard nothing to be told that the complaint had been passed on and to give it 2 more days. Two days passed and still nothing so I phoned again to be told the same thing - I told them it was unacceptable and would be contacting Offcom if it was not dealt with soon as I was worried that the longer it was strung out the less likely it was to be dealt with.

Still nothing after another 7 days, the Offcom website advised to follow the complaints procedure with BT first. I phoned BT again and was told that my complaint had been put in the wrong list in the complaints department and so had been basically ignored - I obviously burst a blood vessel at this point especially when told it would now go to the correct list BUT AT THE BOTTOM OF THE PILE!! The rep then decided it would be a good idea to tell me how 'good the BT Vision package is and how well it is doing in the ratings'(?!)

On top of all this we were told that BT vision subscription would be free for the first 3 months - we have already had the first bill and been charged £6.99 for BT vision subscription – taken by direct debit. I have now cancelled the direct debit and informed BT that until we are contacted and the matter dealt with they are having no more money.

In the beginning I probably could have been talked round but after this frankly disgusting customer 'care' all I want to do is get as far away from BT as possible. The BT motto used to be "It's good to talk" what happened??!!

If anyone can offer any help or advice I would be very grateful. This has been ongoing for nearly 4 weeks but our initial complaint was logged within 7 days of the verbal contract by telephone.

Thanks

BT_company_representative

Hi Laurandwayne,

I would like to take a look at this complaint for you. Please could you drop an email to the email address in my profile including your BT account number and a link to this thread? Once I have received those details I will look into this and contact you directly.

Thanks

Paddy,