BT robbing me

ottersteve

A BT representative phoned me (November 17th) to ask if i wanted to renew my contract with a superior value-for-money broadband package. After hearing what he had to say, I agreed to it.

10 days on I received a bill for £52 from BT for a Homehub that I had been led to believe was included in the package! At no time during our conversation did he mention this "extra cost."

I already had a Homehub included in the package from my previous broadband contract - set up 2 years ago.

I contacted BT by phone and told them I would not pay this £52 because i was not made aware of it when i agreed to the package.

BT insist it has to be paid so I told them to cancel the new contract - whereupon they said that it would cost me £109 to do that.

I pointed out that the 2-week cooling off period had not lapsed and they said it does not apply in this case!

Can anyone message me any legislation I can throw at them to sort this mess out?

DUTR

Perhaps you may discover they are correct, you may have just heard from the call what you wanted to hear?
Sometimes it is the customer that is wrong

ottersteve

I forgot to say that there was no mention of this extra cost in the corresponding email BT sent me "welcoming" me to the new package.

DUTR

ottersteve wrote: »

I forgot to say that there was no mention of this extra cost in the corresponding email BT sent me "welcoming" me to the new package.

You wrote"A BT representative phoned me (November 17th) to ask if i wanted to renew my contract with a superior value-for-money broadband package. After hearing what he had to say, I agreed to it."

So what your idea of a superior value for money broadband package may differ from the rep, however you heard what they had to say and agreed to it. What does the paperwork actually suggest?

ottersteve

The only figures quoted in the phone call were £13.25 per month for the Broadband package. No additional costs were mentioned.

The subsequent email outlining the package also only mentions the monthly cost - no mention of any charge for the Homehub.

DUTR

So what tariff was you on before and what are you on now? There is no point drip feeding the info or we having to drag it out of you, whatever package you are on is going to be available to all and sundry, so was you on a non infinity and gone onto infinity?

ottersteve

The package is irrelevent here!
My point is that the BT rep failed to inform me of additional costs. Likewise the BT email confirming the monthly payment.

To suddenly drop a £52 bill on me without any prior warning is just not on.

If I had been told of this extra cost, I would NOT have agreed to change my current broadband deal!!!

In other words the extra £52 makes the NEW package not worth my while.

Now does somebody out there get it??

DUTR

ottersteve wrote: »

The package is irrelevent here!
My point is that the BT rep failed to inform me of additional costs. Likewise the BT email confirming the monthly payment.

To suddenly drop a £52 bill on me without any prior warning is just not on.

If I had been told of this extra cost, I would NOT have agreed to change my current broadband deal!!!

In other words the extra £52 makes the NEW package not worth my while.

Now does somebody out there get it??

This is why I smell BS (from you) the package is relevant, you heard what you wanted to hear on the call and that's that, I agree perhaps if you had accepted the £52 into the deal the plan may not have seemed so amazing, perhaps it's fair to assume that as nobody else seems to be responding to the thread but many viewers, it's a case of you are in the wrong and will have to see out the agreement

ottersteve

Well I just hope someone drops a £52 bill on you for something you didn't order one day. I'm sure you'll just pay it without any fuss.

syko29793

ottersteve wrote: »

Well I just hope someone drops a £52 bill on you for something you didn't order one day. I'm sure you'll just pay it without any fuss.

If you speak to BT customer options team on 0800 800 030 then press option 1 and tell them you agreed a new package but not to a new hub with a charge then they will arrange the return of the hub and refund the charge. BT policy is 14 days return on any equipment after it is sent.

DUTR

ottersteve wrote: »

Well I just hope someone drops a £52 bill on you for something you didn't order one day. I'm sure you'll just pay it without any fuss.

I'm sure that won't happen, I'm sure there is a reasonable explanation for your episode , does not make BT robbers as you put it, as the poster above suggests give them a call and get some clarification on the charges.
In future seek out the deals that you require, not wait for the random phonecall or knock at the door.