BT Vision horror

poodies

Please please please can someone me!!
I've been having a complete nightmare with BT. The summary of the story is below. Can anyone help me find a way out?
Started in April when I ordered BT Vision. I returned box because it didn’t work. Didn’t realise I was being charged until June. Called and tried to cancel but they refused. Also refused to send me a new box ‘cos they couldn’t trace the box I sent back. So being charged for having nothing.
My main argument is that I have bi-polar disorder and suffer extreme anxiety and that I didn’t realise what I was getting myself into. I've plenty of proof and I stupidly didn't realise what I was doing.
Have rang a few times since then, even reducing me to tears, but twice I was told they would cancel my contract but when I checked my bank I was still being charged. Would get in a state at thoughts of ringing again and them denying that I could cancel.
Finally after making god knows how many phone calls, I was given the choice of paying £535 to cancel the contract or paying £15 for the box which I’d already paid for but to get one to use I had to pay. I told them that I didn't want it but they didn't care.
I chose paying for the box as I don’t have money like that. This was only about a month ago. I keep ignoring the whole thing ‘cos it gets me down too much thinking about it.
Thought I’d just try and get on with it but it’s so !!!!, you don’t even get all of the main channels and each day it decides which channels to give you. Complete waste of money that I don’t have.
So bottom line is I’m really really really hoping you can help. I hate the way they’ve treated me. I hate it so much now that I don’t even try and use it. Hilarious (not) since I was trying to save money! So I've been paying nearly £50 a month for nothing, since April. Someone suggested that I just stop the direct debit.....if I did that, how bad could it get?
Would appreciate any advice.:mad:

Kurtis_Blue

The reason you are not getting the main channels is due to your aerial feed not the box, something they do not make as clear as they should imo.

I would go and see http://www.citizensadvice.org.uk/ and go from there.

The "BT representative" should be along here shortly to ask you to contact them directly, do so but keep this thread updated so the public can see how they treat you, and continue any route the citizens advice send you down.

daniel.thomas

DO NOT stop the direct debit, Far to many people take this as an easy way out and it will land you in bother than what you are in now. in most cases it will cost you more.
Phone calls I find are useless. Some one tells you one thing then does not do as promised. I would email them or write a letter, I have looked for the address and cant find it sorry. Im sure some MSE superstar will post it on here for you.

Explain whats happened and you no longer have the box. explain your condition and what kind of stress this is putting on you. I cant promise they will do anything for you but BT maybe money grabbing but there are still people behind the computer screens and many of them still care.
give it a try but please dont cancel that DD or it could make things worse

macman

Get your aerial sorted out-do you have a proper external one that can get a good Freeview signal? That is your responsibility, nothing to do with BT. Also, in order to use the on demand content you need a broadband connections of at least 2MBps.
If you cancel the DD, BT wil simply sell on the debt and your credit record will be trashed for 6 years.
I'm afraid that your medical issues will not enable you to void the contract without paying an ETC.

Buzby

This is BT, they currently do not report to Credit Reference agencies, so stop the DD, which will draw a line under them taking what they want, and ask them for a figure to terminate and pay this. Having an illness does not mitigate your contract, but you might be able to negotiate something as soon as they stop dipping into your account.

poodies

Thanks all for your advice - much appreciated. I will write to them. Can't believe I didn't think of that. Doh!

Still not sure what to do about DD.......I will have to decide!

My aerial and broadband are exactly what they should be to access Vision so this isn't a factor.

Cheers

poodies

Hi BT

Forgive my simple mind, but are you saying I can cancel the DD then contact them or should I contact them first. I have only spoken to them so will definitely write to them. What should I do first?

penrhyn

Can you confirm that you are able to receive freeview channels on another TV using the same aerial?

poodies

Yes I can confirm this

poodies

Sorry - no, I can get the freeview through sky, but nothing else is used for the BT aerial

penrhyn

Sky uses a dish to receive programmes from a satellite.
Freeview is terrestrial, and uses an aerial, does your TV have a freeview tuner, and does that work?