BT Infinity complaint

alexfletcher

Anybody else had an issue along these lines?

I was due to get BT Infinity installed yesterday (upgrading from their Broadband package) on the 40g limit package (Option 1).

But last week another company rang me, and offered a cheaper deal which included the unlimited download package, plus daytime calls. So, rang BT on Saturday & asked if I could cancel the install & go with another provider; then spoke to a nice lady on the Customer Options team, who offered me a deal whereby I would pay what I was going to initially, but would now include unlimited download. Great I thought :j – asked her to repeat costs & package etc, and wrote it all down.

Openreach arrived yesterday & carried out nice install. Everything up & running fine. I then ring BT today to pre-pay my line rental (to reduce the cost to £10 per month) – and find out that the “deal” I had been offered wasn’t in fact on their system. Then speak to Customer Options, who said no records of the deal. Tape of call I made on Saturday to be analysed by Resolution team, would take a week...

Said what I had been offered, and told by BT that “they couldn’t run a business on that basis” – well the first part of the sentence might be true!

Not happy, took a good offer that hasn’t been honoured, and wasted time and effort (via India...), and have to wait to find out. If they don’t honour their offer, then I will be away from them & go with the other provider.

HardyRexion

You have a fight on your hands but ultimately you should be able to cancel within 14 days if I'm not mistaken (check the small print)

What was the name of the company offering you the better offer? Phone them, I'm sure they will be more than happy to help you, and inform you of your rights to cancel with BT and go with them

macman

You do not have any cooling off period after the service commences. You would have to prove that you were mis-sold because the terms you were offered were false.

Buzby

Was the promised speed of the BB connection the same? BT infinity certainly isn't that, it has a long way to go before you get fibre to the door. (I wonder what they'll call that when it arrives.... Infiniity & Beyond?).