Can I cancel with BT?

caeler

I'm looking for some views before I get on the phone to BT tomorrow.

I moved house so I placed an order for a new line at my new build back in early December. My old services ceased last year at my last house and everything was ready to connect in the new place (or so I thought) on 7 Jan.

I waited in all afternoon and nobody came so I called CS towards the end of my slot to be told the appointment had been cancelled and the engineer might be around on Monday. :mad: (Pointless for me as I work full time and it was hard enough to be at home on Friday).

I want to cancel everything. I've had enough. I had problems 18 months ago when I last moved house which had a knock on effect for 6 months after. I'm not having this. I've been with BT for over 10 years and I don't feel like a valued or respected customer.

Do you think I'm already in contract or am I within my right to cancel as they've not installed the line yet? At my old house I was out of contract for line rental and calls but still in contract for broadband so I fully expect fees to pay but I don't care.

Thanks for reading (and sorry for ranting).

DUTR

I'm sururpised you need to wait for an engineer in a new build, the connection is usually already there but you pay the installation , I stopped my service last year (well more they did in error and I was not willing to commit to a further 12 months) anyways I still have dial tone although I cannot make or recieve calls on the line.
Anyways have you mentioned to CS on 150 that you wish to cancel?

caeler

Not yet. I only came to this decision tonight, plus I have no dial tone, no line has yet been installed. I intend to call BT tomorrow to see if I can cancel.

DUTR

caeler wrote: »

Not yet. I only came to this decision tonight, plus I have no dial tone, no line has yet been installed. I intend to call BT tomorrow to see if I can cancel.

The work usually needs to be completed at the exchange, but yes do give them a call as soon as possible.

OldGreyFox

caeler wrote: »

Not yet. I only came to this decision tonight, plus I have no dial tone, no line has yet been installed. I intend to call BT tomorrow to see if I can cancel.

It will be Open Reach connecting it the same people that will connect another supplier, so cancelling it will put you at the back of the Q again.

DVardysShadow

caeler wrote: »

... I'm not having this. I've been with BT for over 10 years and I don't feel like a valued or respected customer.

Neither should you feel valued or respected. BT have not valued and respected their customers for some time now.

You should not be asking them on the phone if you can cancel. You should give them a reasonable time scale to put this right [give them 21 days], after which you will rescind the contract without penalty on grounds of their non delivery of agreed service. You should do this in writing - and keep a copy

caeler

OK I've had chance to calm down now! You make an excellent point about being back to the start of the queue (appointments are taking just over a month here). I think I've got a doubly sore head because I've not got a great deal with them, not when I look at other deals available. I'll write to them today and explain my concerns so I've put down a marker incase things aren't resolved this month.