Mis Sold BT infinity

s4nup

spike7451 wrote: »

Put your phone number into the link below & it'll tell you if Infinity's available;

https://www.btwholesale.com/pages/static/Community/Broadband_Community/Coverage/ADSL_Availibility_Checker.html#

OP,How much are you paying BT for your broadband compared to the normal broadband that they have supplied you?...I'd be mightily pished if I was paying for a service I wasn't getting & over the odds for the service I am getting...

Spike,
The problem is when I entered my number on the BT Retail service checker back in July (was doing it on the phone with the sales person) it advised me that i was able to get 6mb (between 4-9mb) and that BT Infinity would be available to me at the end of Sept 2011. I took the bait and i bit.

Now when i enter my number, all i get is the ADSL service of 6mb (now between 4-8mb) and now no mention of infinity.

The worst of it is that their packages are priced the same whether its ADSL or Infinity £25 for unlimited downloads (i use quite a lot of allowance as I work from home and transfer large files as well as stream media) they don't break down their packages in terms of speed (ie 4mb =£x, 10mb=£y and 20mb=£z) so its the same.

I feel like they've run a scam on me and have now tied me in!

ashleypride

s4nup wrote: »

I feel like they've run a scam on me and have now tied me in!

Where's the BT company representative when you need them?

Go through their complaints procedure, via letter or email. You may not have 'proof', but your story adds up, you purchased because the adviser said Infinity is coming in 3 months, and it hasn't.

http://bt.custhelp.com/app/answers/detail/a_id/10789/~/how-do-i-make-a-complaint%3F

bod1467

cceo@bt.com

I think that's the CEO Office email address. Complain there.

This is a clear case of not conforming to contract - the promise of Infinity in a reasonable timescale formed part of the contract. (Maybe only verbally, but it IS part of the contract). And yes - they WILL have recordings of the sales call.

john10001

IANAL either but as far as I'm concerned this is dreadful treatement and breach of contract on the part of BT. They made assurances to you that you would be able to switch to the higher speed Infinity within just a few months and for free. It must be almost a year later and you don't have that, only a slower connection than with your old ISP.

The unfortunately thing would be able to prove it all with it being all verbal and over the phone. I would still be tempted to take them to small claims court over the whole matter. First of all though I would give them a chance to resolve it and I would do it in writing by recorded mail.

I would also request under the Data Protection Act to listen to all recordings made of conversation between you and BT the times you called them as chances are they may still have some of the recordings, and if so you may require copies if you take them to small claims court.

If their responses to your claims in writing yield no satisfactory reply I would keep taking it higher up the chain to managers, then CEO's. If that still gets no joy I would then go to small claims court and make a claim against them for compensation for breach of contract.

I am reconsidering switching to them now.

Good luck!

John

newbridge

Hi There,
Dont want to hack your thread, but I am going through similar situation as yours. Was happy with O2 but they didn't provide direct service to my new address. Negotiated 6 months free broadband of 24 month contract with their BT sales team. After 3 months they started charging me for broadband.

When I called back they say there is no record of waiver. On asking them about the recorded calls they say they couldn't find it. Called them around 4 times with the support staff assuring me that the manager would call me back with resolution but no return call what so ever!! Have never experienced such rubbish customer support. The support guys in call centre(banglore, india) don't even pass the call to manager when i ask and claim to be a trainee. I am very keen on making complaint but not sure how to prove the promise they made during sale.

BT_company_representative

Hi s4nup and newbridge,

If you're still having trouble with your accounts, feel free to get in touch by using the "Contact us" form that on my profile page and we'll get back to you.

Cheers,

Stephanie

s4nup

Ok quick update for you (if interested)
I vented my frustrations on twitter last week, and within 20 mins, a representative had made contact with me, asking me to complete a webform with additional details. they then went away and investigated (checking call logs/ recordings, viewing account etc) for 4 days they kept me informed as to what was happening and then advised me that they were extremely sorry about the promises, and decided to remove the remaining months on my account and there wouldn't be ANY penalties for cancelling my contract if i chose to. with customer service like this, i'm now hesitant to actually move!! Well done BT for restoring faith in your business.
Additionally when i rang to cancel my broadband and retold my story about it being in my area but not being able to get it on my line, the nice lady at BT retentions decided to contact someone she knew at Openreach and find out if/when i can get fibre. She put a cancellation in place, but advised that I could cancel the cancellation at anytime before it goes through (1 month) so if Openreach come back with some news (ie available to me within the next 2 months WITH a confirmed date) then i will stick with BT.

Thanks for all the advice and help

newbridge

Well good news...!
Even I had a call from the BT representative name 'Kevin' and had been very helpful to resolve all of my issues with broadband. A big relief from being thrown around to call centres 1000's miles away.

Think the tides are changing with BT and they are working to improve the service level. :T