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BT will not cancel despite what is on their site!

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

Comments

  • Heinz
    Heinz Posts: 11,191 Forumite
    Part of the Furniture Combo Breaker Car Insurance Carver!
    Surely the right to cancel an order ceases when the order is completed (the line is installed/connected)?
    Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.
  • ihateyes
    ihateyes Posts: 1,326 Forumite
    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.
    Promo codes are never always cheaper..... isnt that right EuropCar?
  • jhp
    jhp Posts: 2,342 Forumite
    edited 4 July 2011 at 7:54PM
    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
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 5 July 2011 at 9:29AM
    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.
    No free lunch, and no free laptop ;)
  • Idiophreak
    Idiophreak Posts: 12,024 Forumite
    10,000 Posts Combo Breaker
    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?
This discussion has been closed.
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