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

dbdbdb

I've only just found out BT have ended this service, BT didn't tell me and I just noiticed one of my old websites was down.

I am in contract well into next year. This is a change to my contract. I was not notified. I think I shoudl be now able to end my contract immediately without penalty. I am still in 'discussion' with BT about this, they currently maintain that because it is a free service they can end it without affecting my contract. That must be nonsense as jblackmore points out. My only concern is that I have been with BY for 14 years and it may have been sneaked out of my renewed contracts or even never been in my original. I have asked BT for copies of my origional and current.

jblackmore

BT were pretty unpleasant about this, even when I escalated this to directors office, and they just passed it round the houses, and came back saying as this was 'free service' (despite accepting its only free to people who pay for btinternet) they can do what they like.
I spoke to OFCOM who said they weren't interested as this was a 'commercial issue' despite my understanding that OFCOM have provided guidance that any changes to terms customer should be given the option to cancel contract without penalty.
I asked for a deadlock letter from BT, which I received exactly 14 days later (they clearly hold them back and post on last possible date, which I think is pretty fishy).
I also raised this with the OS communications 'ombudsman services' (funded by BT and other providers but who claim to be independent) and completed all their forms and provided details of all contact with BT, complaint was logged 30th July, I finally got written response on 7th Sept basically saying that BT could do what they like if they give written notice - copy/paste from their letter (which I had to chase for as initially they only told me by phone) is below:

"I apologise that you did not receive the requested information by email. I confirm that we are
unable to accept your complaint as, under BT's terms and conditions, they are within their rights
to remove any service at any time providing they give notice of their intention to do so. They
advise that they gave notice to you of the withdrawal."

I'm pretty dismayed that effectively there is no regulation for BT and they can do what they like, and they know this, so treated me with utter contempt, I can't be bothered to pursue this, so will just leave at the end of my contract in May, but I will make sure I never do business with BT ever again as they clearly act dishonestly.

spenderdave

Note that although web access to the old sites stopped at the end of October, you can still access via FTP until the end of this month. If you have files there that you need to copy do this NOW. In my case I went in and deleted my whole site.

I suspect you won't get anywhere with your complaints, it has been announced for several months that it was stopping (even though not everybody was informed by email). Even 5 years ago it was not seen as part of their service and support knew very little about it although it continued to work. In this day and age ISP free webspace is very rarely offered, you are far better off finding somewhere else for your site.

diamonds

A free service ? but you have to be a BT Broadband customer, FREE would mean anyone could have it.

I'd be going to small claims for the "buy your contract out" costs.

dbdbdb

Yes small claims was exactly the route I am thinking of. My contract goes on till May as well.

My problem at the moment is getting a copy of the contract I agreed from BT (as opposed to a copy of the contract they are offering post removal of the service).

BT make it incredibly difficult to get all the contract info, I would suspect deliberately so if I didn't know how incompetent they are. If I ever get it and webhosting is listed as a service, 'free' or otherwise, then I think I will have a good case at small claims court.

The only drawback is I will have to pay the cancellation costs before I can recover them.

dbdbdb

latest from BT - a rubber contract

[FONT=&quot]"Dear ..

We do not list the specific services in the contract as these will change over time in terms of both product and description.

Customers do not sign to a specific contract but are subject to, as is BT, the latest version of the Standard Terms and Conditions as published on our website.

This means that whenever a customer actually joined BT and whatever the services they consume the current Standard Terms and Conditions apply.

Therefore the Terms and Conditions I have directed you is your current contract.

Whilst I do not like to disappoint any customer we have made the decision to withdraw the web hosting service.

We are confident in our legal position and our rights under the contract to do so.

Since this is our final position on this matter you may, in accordance with Ofcom Guidelines seek arbitration via the Telecommunications Ombudsman.

To do so you would need us to issue a 'Deadlock' letter.

If you would like me to arrange this please let me know.

Regards

Warren
Warren Buckley
Managing Director, Customer Service and Operations
BT Retail [/FONT]" warren.buckley@bt.com

dbdbdb

There may be another way to achive the desired end. Someone on the heavily censored and infiltrated BT forums has told me

"the announced price rises may be your way of leaving without penalty

http: //bt.custhelp.com/app/answers/detail/a_id/35832/761,2072,2098

Should you want to use this method, I would suggest you read the following thread, though the mods are yet to confirm just what the procedure is - http: //community.bt.com/t5/Bills-Packages/I-have-been-charged-30-to-cease-my-broadband/td-p/688404"


I didn't know there were any price rises, BT had not told me! But on checking here "www .bt.com/static/wa/account/pricechanges/login/login.html" I see they are going up 75p. So I have immediately issued notice that I want to move my landline and broadband from BT without penalty.

I don't intend to use BT for anything for the remainder of my life. My work is fixing computers and I will be actively recommending my customers do the same.

Buzby

Sorry, but you'll fail.

It makes no difference 'which' version of the contract you seek, as only the latest one is relevant to you. As you are aware, contract terms change and invariably this event is already covered (in that they can change terms by giving notice) so this angle will fail - only the current one can be used). Even then, if you renewed you'd have been bound by the latest terns immediately, rather than (say) 30 days.

Have you actually read any version of the contract? The ones I saw made no mention of web space being provided as this was a separate service bound by its own rules which DID state the facility could be withdrawn by giving notice - which they have done.

I appreciate your annoyance, however nothing lasts forever, and any minimum term is for service not any promotional feature offers to get your business.

dbdbdb

hang on, so if a contract says it can be changed at any time just by giving notice, what is there to stop them signing me up for 18 months at £13 a month and then next day changing the price to £130 a month? I think the fact that they are offering a 10 day penalty free exit period shows that they know they cannot do that.

A contract can be a long, tight and complicated as you like, that does not mean it is legal. There is a requirement for fairness and reasonableness and also for reciprocity - if one party cannot chnage the contract within the period at all the other party needs to be careful how much ability to change it that they want to write in to the wording.

jblackmore

The rubber contract is hilarious, I love that all this comes direct from Warren, he must be very busy.

I still don't see how it can possibly be legal to sign people up to a contract and then change/remove services and expect to hold people to contracts, but as I've exhausted BTs full complaints procedure and ombudsman clearly I'm wrong and BT are right !

Also, love that they offer a deadlock letter knowing full well that both ofcom and ombudsman services will reject any complaint as 'a commercial decision' so BT know they can do what they like.