BT-Fibre - false advertising

christocar · 9 September 2013 at 9:32AM

Hope someone can suggest a course of action here, but I feel totally ripped off by BT...

So after months of checking their fibre availability, my area finally showed as being fibre connected.

So, I placed my order through the website for BT infinity, also switching my phone back to them.

Next, they took back the phone line, and I received an email saying it was done, and I would be contacted to arrange a time for an engineer to come and do the install.

So 4 days after my phone was switched, still no call from BT for the internet stuff. So I tweeted them to ask for a call. They finally responded 24 hours later with a call, saying that fibre was not available in my area, but that I could get their regular broadband.

I feel like I have been hoodwinked into switching to them, for no reason and feel pretty :mad::mad::mad:

Suggestions?

Quentin · 9 September 2013 at 9:58AM

A written complaint to them.

christocar · 9 September 2013 at 10:03AM

I am thinking higher-level, like an OFCOM complaint or something. I suggested that they give me complimentary total broadband for free until fibre is available, but they said they would not do that.

Buzby · 9 September 2013 at 10:12AM

Difficult. You don't get fibre - only copper. Since the only difference is how close the fibre is to you, you cannot claim the broke any promise.

If anything, complain to the ASA that they are advertising fibre when all you get is copper.

ryan92 · 9 September 2013 at 2:48PM

If your confirmation emails all specifically state you've ordered Infinity, then I would think that would be sufficient enough to shown a broken promise so to speak ; they let you order a product which was not available to you. Definitely get a written complaint in and definitely take Buzby's advice ; it's definitely false advertising!