BT sport and rights

marc_tweets

I'll repost this when at a comp

AbbieCadabra

marc_tweets wrote: »

This week I've ordered BT sports while it was on offer for £12 including HD (which is usually £3 extra).

I'm with Sky and I have multiroom. I mistakingly gave them the multiroom card number on not the main card number so could only get the channels in the bedroom. Having realised my mistake that day I phoned them back to change the order and was told I couldn't, I had to wait.

Yesterday morning I phoned them again, the lady I spoke to on the phone took my details and after being on hold for a quite a while told me that she had sorted it and swapped boxes for me and there would be no extra charges.

I waited patiently for my channels to swap over and nothing happened. So I phoned them again. I spoke to someone else who said that nothing had been changed on my account. Again after some faffing she told me that it would be difficult but she treat it as an account modification so there would be no additional charges and she told me she would ring me later on to confirm its all gone through. Soon the channels were gone from my bedroom but not on my main box, I noticed the SD channels however were. I waited patiently but she did not call back.

So this morning I make sure I am first in the queue on the phone at 8 this morning and for the first time I got through on under 15 minutes. The man I spoke to seemed helpful at first and told me he was sorry I didn't have the HD channels and he'd put them on for me. However he was no going to charge me the £3 extra per month. I explained that I was told there would be no increase and he passed me on to someone else. I gave her my account number, she told me my account had been closed and didn't exist. After even more time on hold she found a new account that was set up yesterday. She told me there was nothing she could do that I'd have to pay the £3 and I'm so paying a second activation fee of £15.

Fed up I asked to cancel and expected a full refund as I had been made promises of no extra charges. She said that wasn't possible and there was nothing that could be done. I asked to speak to her manager and she was extremely reluctant. Eventually she agreed and put me on hold only for her to come back and say that her manager wouldn't say anything different. Again I said I wanted to speak to the manager.

After even more time on hold I was put through to him. Before I even had a chance to tell him about the problem he kept on saying that the distance sale act or something doesn't apply and they don't have to refund. I told him I'm not clear on the law but I'm pretty sure that bring promised twice not to be charged for a service and then being charged for something is unlawful. Straight away he said hang on and out me on hold, after even more time on hold I spoke to someone else who said it was now a complaint and did I mind it being recorded. I said no and she asked me what I wanted from this, Free HD? I just said I wanted whatever was quickest and easiest. Then she just said ok they'll be in touch with me in 7 days or something and was there anything else. I said no and went.

Over the last few days I've spent hours and hours on the phone to them. I'm aware that it was my mistake originally but if the were honest and plain about the costs up front I wouldn't have minded and would have looked at another solution such as phoning sky to switch cards. It's the lying and incompetence that annoys me.

I just wanted any help with what my rights are and what is best to do next. I'd really appreciate any help anyone can give.

Sorry for the essay and if there's any mistakes. I'm writing this on my phone.

Thanks

i couldn't read it as it was, hope you don't mind!