Bt cancellations

bertiemixup

:jI feel I must write to you in the hope that you can offer advice regarding protracted problems I am having with BT broadband and their customer services depts. Bt broadband was connected to our property on 18.10.2011 on the day I contacted them to cancel it as we discovered it was not suitable for us (it was originally ordered by phone 30 days earlier). We were initially told by an Asian operator who we could barely understand that we had to allow 10 days for it to “settle down” (ignoring our reasons for cancellation) and could not cancel before the end of this period , we queried this with regard to our Statutory rights and were told it would not affect them and in fact we had up to 30 days to cancel Since then however, even though we have sent numerous emails and had many lengthy telephone conversations with all their various departments we have got absolutely nowhere. We are now told that to cancel we must approx.£350 to cancel and were in fact given an ultimatum on Monday of this week if we didn`t take out a new contract with them this penalty would stand. I would add at this time that both my wife and myself are both victims of recent strokes and the stress BT are causing is having a serious effect on our health They say our issue is regarding Usage and speed problems but this has never been the problem it is that within hours of connection we contacted them to cancel but have been continuously fobbed off every day since. The product is simply not suitable for our needs and is not likely to be improved for the foreseeable future in our area . I really hope you can help as we are worried for our Future Health.

Many Thanks:)

Regards

macman

Unfortunately, once the service is installed and connected then there is no option to cancel unless you pay the ETC applying under the contract you agreed.
You do indeed to allow the broadband a 10 day priod to synch and find the optimum speed that your line can support. Although it apears that this is not the reason you wanted to cancel. I suggest you refer to the BT T&C's for your contract.

bertiemixup

I have checked the terms and conditions of the contract which incidently is covered under consumer law relating to The Distance Selling Act which gives the right to cancel within 7 days as it was ordered by phone BT are refusing to ahere to what is a everyones legal right in this country

macman

But you didn't cancel after 7 days, you tried to cancel after 30 days. Any DSR rights had long expired and you were dependent on BT's terms. Which do not alow you to cancel after the service commences without penalty.
BT have already incurred all the costs of conecting your service.

bertiemixup

We actually originally tried to cancel within hours not days or weeks and BT refused to acknowledge our reasons

macman

That's not what your original post states-you said that you tried to cancel on the day it was connected, which was 30 days after you ordered it. You do not have any cancellation rights, under DSR or your BT contract, after connection has taken place.
Assuming that you want a broadband service of some kind, you'd be best sticking with BT for the contract period rather than paying £350 in ETC's to switch early. What makes it unsuitable for your needs?

From the BT website:
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.

bertiemixup

I appreciate youre contribution we have officially complained to BT and they say they are investigating their advisors actions and responses most of the problem is regarding the many conflicting pieces of information given by them The BT system is totally inadequate for our needs and we have since, on Monday of this week been pressured into an upgrade which is not much better than the original plan Effectively BT are marketing products which for most of the country they cannot provide at this time

macman

What is inadequate about it? If you contracted to a tariff with a capped monthly data limit, then finding that you will exceed that is not grounds for voiding your contract.
Yes, BT CS is indeed dire and inconsistent, but you have equally given no valid reason why they should allow you to leave without penalty.

bertiemixup

We have had daily contact from BT all with Conflicting information the last one being at 8.40 last night by BT "extended technical support" saying we could cancel without penalty today but now they are refusing to do this.

macman

OP appears simply to have changed their mind after the event: too late.

bod1467

User (Bobcat24) reported for "fluff" posting.