BT will not cancel despite what is on their site!

SebfromYorkshire

Hello,

I ordered a phone line on Friday, BT connected it on Monday and I am calling them the same day to cancel it. They are charging me £30 for the privilege depsite their own website stating:

You will normally have a legal right to cancel without charge unless the contract was made at the company’s normal business premises. The cancellation period will normally be for seven calendar days or seven working days, depending on how and where the contract was made. However, under industry-agreed processes, you have the right to cancel without charge up until shortly before the transfer is due to take place, when transferring calls or narrowband lines to or from BT.

The guy did not want to hear anything and all he could say was 'I do not really understand this page but the fact is that you have to pay'. Ridiculous!!

Don't get fooled.

Has anyone managed to get out of paying those fees?

Cheers,
Seb

Heinz

Surely the right to cancel an order ceases when the order is completed (the line is installed/connected)?

ihateyes

SebfromYorkshire wrote: »

Hello,

I ordered a phone line on Friday, BT connected it on Monday and I am calling them the same day to cancel it. They are charging me £30 for the privilege depsite their own website stating:

You will normally have a legal right to cancel without charge unless the contract was made at the company’s normal business premises. The cancellation period will normally be for seven calendar days or seven working days, depending on how and where the contract was made. However, under industry-agreed processes, you have the right to cancel without charge up until shortly before the transfer is due to take place, when transferring calls or narrowband lines to or from BT.

The guy did not want to hear anything and all he could say was 'I do not really understand this page but the fact is that you have to pay'. Ridiculous!!

Don't get fooled.

Has anyone managed to get out of paying those fees?

Cheers,
Seb

your cancellation period was from when you ordered til your line went live.... once live, you cant cancel.

jhp

Heres the relevant T&C

Cancellation

1. You may cancel your agreement for the service before the service start date set out in the service terms. If you do so we will not charge you for the service.

http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=13408

macman

lI have to ask-why order a line install, have it connected and cancel the same day?
BT have incurred all the costs, you got your line very quickly, so why do you think you should not have to pay a very reasonable £30-far less than the actual costs involved?
BT are quite entitled to charge you the full ETC based on the 12m line rental contract that you agreed to.

Idiophreak

SebfromYorkshire wrote: »

However, under industry-agreed processes, you have the right to cancel without charge up until shortly before the transfer is due to take place, when transferring calls or narrowband lines to or from BT.

It seems you're past this point, now?