BT being a nightmare again!

LittleMissInDebt

As usual I appear to be struggling with BT and am getting nowhere so any advice would be appreciated. I phoned them in June/July to let them know I was moving and was thinking of canceling phone and broadband. I was told I could move both free of charge but it would mean a renewal of my phone contract - the broadband would just continue as before, meaning I could discontinue it in November 2011 (at the end of my contract) at no cost. I agreed to this.

In October 2011 my services were moved and I called to confirm I would not be renewing broadband.

In November 2011 I called to get my MAC code and was told there was no record of my request not to renew my broadband. I reiterated my request, was told it was all dealt with and was given my MAC code.

In December I checked my bill to find that broadband was still on it. I used the online chat help and after 45 minutes was told it would all be sorted out and I would receive a refund for the incorrectly charged amount.

I now have the latest bill and they have refunded the additional broadband charges and then charged me £30 for canceling it!

Honestly I’m at the end of my tether with them and just want to cancel the direct debit but I’m guessing that’s probably not the best idea?

iniltous

Requesting a MAC doesnt cease/cancel your broadband service, but if you pass it to a new ISP within 30 days you get a seamless transfer to that provider...your post isnt clear if you used the MAC or not, if you didnt then the £30 could be for ceasing your broadband service, this is a standard charge for removing broadband from the line ..if you did use the MAC and are now another ISPs customer the £30 must be an early termination charge and you may be able to get it refunded if you were not in contract

DUTR

LittleMissInDebt wrote: »

As usual I appear to be struggling with BT and am getting nowhere so any advice would be appreciated. I phoned them in June/July to let them know I was moving and was thinking of canceling phone and broadband. I was told I could move both free of charge but it would mean a renewal of my phone contract - the broadband would just continue as before, meaning I could discontinue it in November 2011 (at the end of my contract) at no cost. I agreed to this.

In October 2011 my services were moved and I called to confirm I would not be renewing broadband.

In November 2011 I called to get my MAC code and was told there was no record of my request not to renew my broadband. I reiterated my request, was told it was all dealt with and was given my MAC code.

In December I checked my bill to find that broadband was still on it. I used the online chat help and after 45 minutes was told it would all be sorted out and I would receive a refund for the incorrectly charged amount.

I now have the latest bill and they have refunded the additional broadband charges and then charged me £30 for canceling it!

Honestly I’m at the end of my tether with them and just want to cancel the direct debit but I’m guessing that’s probably not the best idea?

I know lot accuse me of antagonising posters, but you post does read as if you are at error this time , the part highlighted reads to methat there will be no early termination charges for your previous address so long as you continue with a new agreement at your new address, your post reads to me that you have a new minimum term from when the service was transferred from one address to the other

Buzby

When service is reprovided, the clock restarts on any minimum term imposed by the company, therefore saying you did not want to 'renew' BB was ambiguous at best, you would have needed to say you were cancelling broadband to prevent the service being reprovided. From what you say you actually needed BB at your new location so, the miinimum term automatically applied as part of your contract of service.

LittleMissInDebt

Thanks everyone for responding. I was informed that BB would not renew with the move, and my original contract term would expire in November hence my frustration.

I did use the MAC as my work pay for my broadband and use their own provider, so could pass the £30 on to them if necessary, but genuinely believe BT are at fault. I didn't want BB ended early, I requested it finish at the end of contract and it did, my new ISP then took over.

Oh and I didn't need BB at my new address until this month so was happy to cancel it, the only reason I didn't was that I was told my contract would continue and end as originally set up with no additional charges.

Thanks for posting, will rework it all to sound less ambiguous and put it in a letter to BT, I know it's silly to hate a company but I really can't stand them, I've moved 17 times in my life and every time they mess something up. Just wish I never had to deal with them again