BT contract cancellation dispute

need_to_know_3

Hi all, Hope someone can help with some info. I signed up for a BT infinity plan in Feb 2011. I was chatting with a BT rep before signing up, and once I was satisfied, I agreed to take the service. A letter came from BT on 02/02/2011 confirming details. On front page it lists products and services. it also sayto them s YOUR CONTRACT IS FOR 12 MONTHS. We moved house in June 2012 and it is now late August and BT are claiming we are still under contract! I have been trying to get this resolved since July. My latest call to them this morning has left me fuming!! They are now stating that because I signed up online I agreed to an 18 month contract IN spite of the letter which I sent them on the 25th of July stating the contract was for 12 months. I was told this morning that we were still under contract, and that the letter was 'a misprint', if you can believe that!! Seems like a written contract to me, but they say that they have 'investigated' my claim and have declared that i was 'not misinformed'. My so-called contract is due, according to them to end on the 21st of September. Anyone have any suggestions??:mad:

macman

But a home move always starts you on a new minimum term contract, normally 12m. So you should be in contract until June 2013 at least.

need_to_know_3

I should have said that we didn't carry the service with us, as there was already a service operating here.

macman

But if you take over an existing line it is still a new contract at that address.

System

It may be a new contract at that address but BT appear to be insisting that the contract for Infinity at the old addrees is still running - 2 seperate contracts.

macman

Have you taken out Infinity at the new address?

need_to_know_3

The contract in the new place was with Plusnet, and since according to the paperwork we were sent by BTwe were no longer in contract, we weren't contractually obligated to carry the service to our new address. The point I was making was that BT seem to think that even though we have proof of a twelve month contract, they have decided we are still in an 18 month contract, and that we haven't been 'misinformed'

macman

The contracts for broadband and telephony are separate, if you had Infinity then it may well have been an 18m contract. All current Infinity contracts are 18m, because of the cost of the engineer install and modem.

Buzby

Agreed, I'm not aware of any BT BB contracts (other than business, short term) less than 18 months, and the letter you received would refer to the phone line only (irrespective of anything else).

need_to_know_3

I'm just looking at the letter in question, and it appears the package in question is the Broadband, tv, and calls package. Underneath this it gives a start date of 15/02/2011. Underneath this it says 'Your contract is for 12 months' If that only refers to the phone service it seems very misleading, but they claim I haven't been mis-informed. I don't really know how to proceed with this. According to their records, I only have less than a month left under their terms.