BT misled me over broadband>infinity

ValJac

I decided to change from AOL a couple of months ago and looked at BT. Infinity was not at that time available but I used the online ordering system and spoke to an online adviser who assured me that as soon as Infinity was available in my area that I would be "transferred over automatically". No increased charges were mentioned and the deal was the same for infinity as ADSL. I signed up for a years contract at the same amount as the advertised Infinity deal, and a month after changed to unlimited, starting the years contract again.

The service has been poor, constant breaks in service which causes the hub to reboot itself or me having to reboot it manually. Last night it was down more times than working and this continued this morning. I called tech and was told that it was probably due to high winds.

On checking the BT website, I found tha Infinity was now available to me so I called the number as the only offers online were for new customers. I was told by a disinterested young man that the cost for me would be £26 a month for the BB alone, totalling £48 a month with phone charges and call plan added. On telling him that no mention was made by the online advisor of the increased cost of Infinity and that I would be automatically transferred, she just said that it was wrong and they don't transfer people and never mention cost unless specifically challenged to do so.

I feel that I was mis-sold this product, and would like to complain, byut the man on the phone couldn't give me an email address to d so and told me that the managers wouldn't take the call as I was deemed to have mis-sold myself the product as it was an online order.

Does anyone have any advice or a suitable email address please?

Quentin

BT complaints code of practice:

http://www.btplc.com/Thegroup/RegulatoryandPublicaffairs/Codeofpractice/CustomerComplaintsCode/Complaints_code_of_practice.pdf

ValJac

Many thanks Quentin

Fruit_and_Nut_Case

ValJac wrote: »

...spoke to an online adviser...

Commiserations. It's too late to help you now, but in case anyone else sees this, it's often possible to "save" online chat sessions to use as evidence in case of disagreement.

JJ_Egan

Fruit_and_Nut_Case wrote: »

Commiserations. It's too late to help you now, but in case anyone else sees this, it's often possible to "save" online chat sessions to use as evidence in case of disagreement.

Yep in the box it says email the chat session.

jje