BT Vision

aimeesheaven

Hi i have recently had a BT BUNDLE, BT VISION, BROADBAND AND CALLS.
ACTIVATION DATE WAS 1ST DEC BUT THE ENGINEER DIDNT TURN UP OR CONTACT ME THAT HE WASNT COMING.
HE TURNED UP ON MONDAY 6TH DECEMBER ( TODAY BEING THE 8TH)

ANYWAY LONG STORY SHORT I DONT WANT THE BT VISION NOW- IVE HEARD ITS RUBBISH AND PLUS THE COVERAGE IN MY AREA IS RUBBISH. IVE NOT EVEN OPENED THE VISION EQUIPMENT
I CALLED THEM AND THEY WANT £66 CANCELLATION CHARGES AND IF IT GOES PAST 10TH DECEMEBER BEFORE I CANCEL IT THEN THEY'LL WANT £300. IVE TOLD THEM I WANT TO KEEP BROADBAND AND PHONE, JUST NOT THE BT VISION!
IS THERE ANYWAY TO AVOID THIS CHARGE? I THOUGHT ID HAVE A COOLING OFF PERIOD OR SOME KIND OF RIGHTS TO CANCEL IT WITHOUT INCURRING CHARGE AT THIS EARLY STAGE?

ANY ADVICE WOULD BE GREATLY APPRECIATED

THANK YOU
AMY

BT_company_representative

Hi aimeesheaven

I have just seen your post and can look into this for you. It will depend if you took up a special offer when you ordered your services as they may have given you a reduction in your rental charges as you took up a bundle or reduction in installation charges if this was applicable. If you check out my profile section you will find my contact details and if you send your account information and also a link to this thread I can investigate this.

Regards David

tb321

Hi

I just moved home and decided to shop around for a new broadband and digital TV provider (was with Virgin Media at my old place, but I thought the market must have moved on so I was keen to see what else was out there). So, on the Saturday that I moved in I thought I'd give BT a call to see what offers they had (I didn't have internet access yet, otherwise I would have just checked online). After the BT lady went through the various deals available to me, I explained that I wanted to do a bit more research before committing, but she insisted that I place the order then and there and said I could always cancel before the service was activated and even after it was activated I had 10 days to return the equipment if I was not satisfied with the service. She also said that they could activate my service by Wednesday as long I got the old tenant to disconnect his service by Monday.

This sounded like a good plan to me, so I went ahead on the basis of her advice and joined up on that Saturday, got the old tenant to disconnect on the Monday and was expecting to be connected by Wednesday. However, when I called up on Monday to double check that I would be connected within the next two days, they told me that I had been wrongly informed by the lady who sold me the package on Saturday and that in fact I would have to wait until the following Wednesday to be activated. This was annoying, but not the end of the world.

The next week, they sent the equipment to the wrong address - I had asked for it to go to my work address and they delivered it to my home address, but I was at work, so they left it with a neighbour I had never met - and it wasn't a good first impression when I rang their doorbell when I got home at 11pm to get my package (I was too excited about checking out my new TV service to wait until the next day to ask my package!). But still not the end of the world (and it was a nice excuse to meet the neighhours, I guess!).

So, i finally get it all set up and apart from the fact that BT Vision is nothing like the sales person described (it's basically like connecting your TV to the internet and watching BBC iPlayer), it was incredibly slow to the point that it kept buffering every few seconds - it is the most infuriating thing! However, they did say that it takes a few days for the speeds to settle, so I wasn't that upset as I expected it to eventually be fine. 4 days on it is only marginally better, and definitely not good enough to sit and watch and entire program from beginning to end without a buffering breaks - and frankly, I'd rather just plug my macbook into my TV and watch BBC iPlayer or 4oD than play all this money to BT for the same service.

Unsatisfied with the service, today I called up to check the process of returning my equipment within the 10 day period just in case the quality of the service didn't improve over the next few days. To my shock, i was told today that yes, I can return the equipment and I wont be charged for the equipment but I will still be charged for 18 months of using the broadband and TV service!!!! The original sales person totally misled me when she knew I wasn't willing to commit, and she made this 10 day period sound like it was a "cooling off" period when in actual fact it is not! She also misled me about getting my service up and running within a few days of placing the order - if that had actually happened, I would have been able to cancel the service within the 7 days of placing and that would have meant I would be within the compulsory 7 day cooling off period that BT has to offer customers who sign up online (the 7 days starts from the day you place the order) - so rather convenient for BT that they don't actually let you use the service until 7 days has passed!!!!!

I don't know whether the original sales person was getting paid a commission based on the number of people she signs up and so was motivated to deliberately mislead me, or whether she was just badly trained, but if I had checked these forums before believing the BT sales pitch, then I could have saved myself a lot of time and stress (and potentially a lot of money). This is quickly turning into a nightmare and I am beginning to wish I had just stuck with Virgin Media or called Sky!

I have submitted an official complaint, so hopefully I can reach a solution with BT without going to the Ombudsman - and if I do, I will definitely post here. But in the mean time, I would advise anyone considering BT's services to order online only after reading all the fine print! Or even better, consider a more reputable provider, with higher levels of integrity - such as Virgin Media, with whom I have had only good experiences in the 3 years I was a customer of theirs.

Please reply to this post if you have had a similar issue with BT - and let me know what the outcome was.

Thanks

spike7451

A friend of mine got BT Vision in,turned out for her,the Hume Hub wasn't up to the job so she was given a normal router after a few service calls by the BT engineer & then the movies were more expensive than she had been told by the salesperson,so she's gone back to Sky.

macman

You've already posted this in Internet Access, what's the point in duplicating it here?

GEEGEE8

I've just left BT Vision after nearly 18 months.. and I have signed up with Sky.. I can't believe how much I was paying BT for a shoddy Vision service.

Last night I watched, or tried to, two movies that I had recorded from the TV. Both just stopped recording half way through!

So this morning I rang and was told that I'm contracted until October. However I thought it was March, but apparently they automatically renewed my contract when I took out the Sky Sports 1 & 2 last October! I didn't agree to that at all.

I made a big fuss over that, and the box problems and got my contract cancelled.

OP - BT know their vision box is rubbish. Kick up a stink and they will most likely cancel it for you! I had to ring 0800 800 030, then press option1. This is the department that deal with cancellations and should be able to sort it out.

They do try to give you extra 'upgrades' and discounts.

I was told they would 'upgrade' me for free to the Gold Package! What a load of tosh, all you get extra is music and kids stuff on replay. So then they said they would discount my total bill by £11.50. I said I would think about it and email this guy back. Thought about it, decided I'd stay with BT until October with that discount, so I emailed him. He emailed right back and said to get it I have to extend my BT broadband for another 12 months. I said no, got the BT Vision cancelled and have sky coming next friday.

I spent all day on the phone and it was a complete nightmare!

I'm paying sky £19 a month extra, but with about 100 extra channels, movies, all sky sports and other sports channels we love, like Eurosport, ESPN etc..

steveo444

spaceman5 wrote: »

i have neva had a problem with bt vision out of the box, we also have sky hd, every package, and in the 9 months i have had vision the only use the sky has had is the kids watching there programs

What's the latest with BT Vision? Is line rental+ 20Gig broadband+ bt vision with sky sports for £30 per month a good deal?

theunderground

I currently have BT Vision the £45 Package, which I have had since Sept 2010, I am lookin to downgrade to the £17.99, as I only really use the Internet and don't get much time for the Content etc. I called up BT to see if this was possible, but he wanted me to sign upto a 24 month contract again, if I did this. He didn't seem to be in full grasp of the facts, so I was wondering, has anyone experienced anything similar?

Thanks

penrhyn

Ring them up and ask them to provide you with a MAC (Migration Authorisation Code).
When they ask why tell them they don't seem to be able to just remove the Vision bit of the package so you are going to cancel the lot.

theunderground

Are they legally allowed to make me take out a new 24 month contract or is that Sales Patter?