Can I cancel BT Contract?

CatCoop

We changed to BT last year when we moved house as this was the only way we could take our existing number with us as our existing provider (talk talk) wouldn't let us take it. We have had BT for 18 months and we decided to upgrade to their all inclusive package as my husband was going to be working from home in his new job.

As a result of the upgrade, we were without Broadband for 6 days which was a pain, but our biggest issue was the customer service in this time. A complete hash of incorrect information about what the problem was, many promises of it being resolved within a certain timescale, and then wasn't. But the biggest thing were the 'promises' of calls to update us of what was happening that we never received.

I was speaking to a UK customer service rep today who said they wouldn't compensate us for this poor customer service, just for the days we were without broadband, which totals £5.

I have spent so much time on the phone this week trying to get answers and I even had one of their overseas reps who put the phone down on me whilst I was still speaking to him.

Due to the lack of service am I entitled to come out of the contract that we've just taken out for the unlimited package or do I have to wait a year before I can properly express my disappointment?

macman

No, there is no SLA on a residential contract, and comp for the downtime is all you will get.
If you are running a business on a residential contract, you are technically in breach of your contract anyway (not that BT will be bothered about that).