BT: No broadband since July... Small Claims Court

willaby4

Hi everyone,

I hoping for some help, tips, advice please!

Way back in July we purchased BT Infinity and the necessary line rental (one year in advance) as a bundle. The online application indicated our home was suitable for Infinity and we were advised an install date three weeks later.

Eventually our phone was connected (4 weeks later) but we still have no broadband - 4 months later! Several hours wasted dealing with what can only be described as the WORST customer service teams both abroad, in the UK and even in the CEO's specialist complaints team. Ian Livingston is on another planet as he thinks his team is beyond reproach despite the exceedingly atrocious manner in which my complaint has been handled - still without resolution.

BT simply don't care about their customers - its clear in my few dealings with Ian that's a sentiment that comes directly from the top.

So, my questions are:
1. Has anyone successfully taken BT to Small Claims Court for unreasonable delays in provision of service? Loads of people are driven to this point but I haven't seen any updates from those who've actually pursued it - any advice, tips, suggestions are appreciated!
2. Given I purchased the Line Rental because it was necessary for the Infinity (and they were both purchased as a bundle), what are my consumer rights for cancellation of the Line Rental contract without charge on the basis that they have not fulfilled the Infinity contract?

Thanks!

bod1467

Line rental is needed for the PHONE ... broadband (whether ADSL or fibre) is an added feature. (I'm assuming this was a line rental and calls package, plus Infinity fibre broadband). If the phone is working then the line rental is a valid charge.

macman

If you haven't paid anything for Infinity, and they haven't provided it, then there is no valid contract to seek compensation for. No consideration, and no services.
I'd not waste your time. Cancel the Infinity order and get it instead from one of the many BT resellers who can supply it cheaper, and with better service.
What reason have they given for the delay.

willaby4

Thanks macman and ian. No valid reasons for the delay... they just continue to reschedule the activation date and blame their suppliers.

Its a disgrace that UK consumers can be treated so poorly by these big corporations. And any "compensation" offered - if you're lucky to get any - nowhere near covers the hours wasted dealing with them.

If you're reading this and considering choosing BT - please, please be warned!

chanz4

BT are good when things work, but agree with others broadband is poor (used to work installing/ faults for bt). The infinity still goes along fibre to the box, then the box at the street to your house is copper.

newbie_new

Hello!
Sorry to hear you're having problems. We did too.

We paid for advanced line rental, BT infinity and TV box with Sky Sports. Internet was on and off. BT phone line was crackly and TV box was faulty (kept scrolling up). Four engineers failed to turn up to fix the problems. After hours and hours of complaining to the (I agree) most horrific customer services team here in UK and India I have finally managed to get my money back.

I got back:
£75 for advanced line rental
£232 for package (4 months worth)
£40 for missed engineers
+ NO cancellation fee.

The claims department were actually good. But they will offer you a poorer deal. Ask to take it to Escalation Department. They will listen to all your phone calls and they were pretty decent.

Don't give up! I'm so happy I didn't! That's Xmas paid for!