BT removing webspace from broadband package but won't release me from contract

jblackmore

Very fed up with BT, I renewed my phone and broadband for 12 months in May I use the webspace bundled with my broadband to run 3 websites for small clubs I'm involved with and part of the reason I renewed (despite cheaper options elsewhere) was I didn't want the hassle of setting that up all over again with a new ISP.

Just over a month after I renewed I get an email that BT are withdrawing the webspace which was bundled with broadband and will delete all files 'in a few months', but don't give a date.

I contacted BT with a complaint 120620-007200 on 20/6 to say I renewed for 12 months on basis of service not changing, including the webspace I had been using and got a reply from BT customer service who didn't know what webspace was but said there were no changes to my broadband service, so I replied to say thats good to know can you confirm in writing, no response, chased by email 1/7, no response, chased again 9/7 eventually opened another complaint 120709-007448 to chase first complaint.

I then had an email saying as this was a free service (despite only being given to people who pay for BT broadband) they can withdraw at any time and wouldn't release me from contract, I asked this to be escalated and got a call back from someone claiming to be escalations manager for BT broadband, who initially said he wasn't authorised to release me from contract, so I said they weren't the person I needed to speak to, then they said they were authorised, but wouldn't do so, and only option now is for me to complain to ofcom - I said I didn't think they dealt with individual queries, he said they do and he will send me a deadlock letter in next 14 days.

I just spoke to ofcom and as I suspected they wouldn't be interested in this, so basically BT seem to be able to change/withdraw parts of its bundle at any time and still expect people to pay.

Does anyone have a contact for BT head office, as this is so ridiculous I am sure they don't know what they are saying, and can't actually hold me to a contract if they withdraw part of the bundle that I've signed up for !

spenderdave

Well my BT webspace is still up and running 3 years after I left them... Unfortunately support do not have a clue about webspace.
In reality, if you are using it for 3 clubs etc it would be worth getting your own domain and hosting away from BT, relatively cheap especially if you can pass on some of the costs.

jblackmore

The clubs are just small friendly things, so no money for webserver, an this was included when I signed up/renewed and I wouldn't have stuck/gone with BT without it so I do think they need to buck up and do what they said they would !

isplumm

jblackmore wrote: »

The clubs are just small friendly things, so no money for webserver, an this was included when I signed up/renewed and I wouldn't have stuck/gone with BT without it so I do think they need to buck up and do what they said they would !

Hi,

How about this company ,...

http://www.webdesigncornwall.net/services/wordpress-install-setup/

I use them for my main hosting .... not bad.

Mark

jblackmore

Thanks but I'm not looking for suggestions for paid hosting, just wanted to vent at BT treating customers with utter contempt basically on the arrogant assumption they won't leave and if they do BT don't care anyway. Then again, as it appears BT are completely unregulated in this area, and their complaints manager doesn't understand what free service means, I guess they can do what they like - same old rip off britain I guess.

I had looked into other phone/broadband providers who were cheaper before I renewed with BT to avoid the hassle of moving everything, so I just need BT to agree to release me from contract without penalty and get MAC codes to move away from them.

I just hate having to battle for any reasonable service!

isplumm

jblackmore wrote: »

Thanks but I'm not looking for suggestions for paid hosting, just wanted to vent at BT treating customers with utter contempt basically on the arrogant assumption they won't leave and if they do BT don't care anyway. Then again, as it appears BT are completely unregulated in this area, and their complaints manager doesn't understand what free service means, I guess they can do what they like - same old rip off britain I guess.

I had looked into other phone/broadband providers who were cheaper before I renewed with BT to avoid the hassle of moving everything, so I just need BT to agree to release me from contract without penalty and get MAC codes to move away from them.

I just hate having to battle for any reasonable service!

Hi,

I understand ... problem is I bet if you look hard enough there will be some really tiny clause in their t&cs that state they can remove "free" services without penalty!!

Agree about rip off Britain - but it could just be BT - I had an bloody nightmare with them ....

Mark

jblackmore

I appreciate their terms and conditions say all sorts of things, but surely it can't be lawful to sign someone up for a 12 month contract paying £X a month for A and B and C, then suddenly decide C isn't included any more lah lah lah lah lah which seems to be BT's official response to this.

Surely its not a free service if its only available as part of a paid bundle, in which case if I'm committed to pay for 12 months, they need to be held to deliver what was agreed or let me out of the contract with no penalties or charges.

The honest and reasonable thing for BT to do would be to remove the webspace on all new customers accounts, and for existing customers simply advise that it will be unavailable after your current contract ends, then let people choose to either plan and leave, or accept they don't need it and stay - sadly it seems beyond BT to organise anything this morally acceptable.

Its also laughable that BTs justification for removing this is that hardly anyone uses it, in which case how can it be a big deal to continue supplying it to the 1% of people who do until their current contract comes to an end !

jblackmore

This was the email I got on 20/6 out of the blue:

We're going to close our free web hosting service

Hello, Because not as many people are setting up and using their own websites anymore, we'll soon be closing down the free version of BT Web Hosting.

What you need to do If you don't use your website anymore, you don't need to do anything. But if you do, and you want to move or save it, you need to download the files that make up your site. Then you'll be able to recreate it with another provider.

If you need some help saving your files, or you'd like to find out about our paid-for web hosting service, go to our help centre.

Save your files We'll send you a reminder before we close the service, and we'll let you know the date we'll be closing it, but it makes sense to save your files as soon as you can. You won't be able to get them back once it's gone.

Any questions? Try our help centre or call 0800 800 150 (8am-8pm Mon-Fri, 9am-6pm weekends).

Thanks for choosing BT.

Warren Buckley
Managing Director, Customer Service

First response from BT customer service

With regards to your enquiry I am a little unsure as to what you mean by "webspace". After reviewing your account I can see that the order that was placed was to provide you with a discount and an upgrade of your current services meaning there would be no alteration of your current BT Broadband service (you would receive the same usage allowance) but an upgrade to our Unlimited Evening and Weekend calling plan.

If you could please clarify your issue for me I can try and resolve this for you as quickly as possible.

Latest response

Sorry you’re unhappy that BT have decided to remove the free webhosting service that was orignally provided with your broadband.

I appreciate your frustration with the removal of the service but BT have decided that it is too costly to keep it running for low number of users still availing of it. I have provided a link below for you with more information on this.

http://bt.custhelp.com/app/answers/detail/a_id/39105/c/346/?s_cid=con_FURL_help/webhosting&s_cid=con_email_180612_webhosting_mail1

I would also like to advise that your broadband was not being provided solely for the use of the free web hosting as advised on the link I provided this has not been offered or supported for some time.Therefore I can confirm that your request for BT to provide you with free webspace until the end of your new contract will not be agreed, nor will we be offering you any form of refund. The web space was a free service and under our terms and conditions we are within our rights to remove any service at any time providing we give you notice of our intention to do so. You have been correctly advised by email that the service is ending thus allowing you time to arrange a new service with our business side for web hosting which will cost £5 per month. Alternatively you can arrange free web hosting with other companies. Full information is provided on the link I have given about how to arrange new web space via BT.

spenderdave

OK, thanks for the link to the page detailing the closure (and I note that although it says 'in a few months' there is no date on that page...).

The old btinternet webspace has long since not been offered for new customers. For a while they offered Geocities space, but that closed. Although many people found they had the old webspace, it was never advertised as part of the service and support largely know little about its existence.

It is not really surprising they are closing it and I don't think you can really do anything about it. Very few ISPs include webspace within their packages nowadays. Your alternative really is to get hosting elsewhere.

chanz4

isplumm wrote: »

Hi,

How about this company ,...

http://www.webdesigncornwall.net/services/wordpress-install-setup/

I use them for my main hosting .... not bad.

Mark

your not allowed to advertise , cant tell by your id that its yours

isplumm

Hi,

Just to point out that they are nothing to do with me!!!!!!!!!!!!!!

They host my website .... I was just recommending them - which is definitely allowed!

:mad:

Mark