BT rep, please give information.

BT_company_representative

Hi guys,

We have asked for information on this for you and LRS is a non-refundable product as you state, so we are very sorry but you would not get a refund pro rata if you chose to cancel your contract. Our price change does not affect your agreement with LRS as it is already pre-paid, LRS is not going up in price in January. Regarding the Infinity question, as this is dependent on your line rental you will be able to leave this without penalty.

All the best,

Robbie

Quentin

BT_company_representative wrote: »

Hi guys,

We have asked for information on this for you and LRS is a non-refundable product as you state, so we are very sorry but you would not get a refund pro rata if you chose to cancel your contract. Our price change does not affect your agreement with LRS as it is already pre-paid, LRS is not going up in price in January. Regarding the Infinity question, as this is dependent on your line rental you will be able to leave this without penalty.

All the best,

Robbie

What a way to treat the customer.

BT announce they want to increase some prices out of all proportion and state if you don't like it you can leave without penalty.

Then when we try and take up the offer they tell us there will be a "penalty" after all, as they want to enforce the 7 day clause for cancelling paying line rental in advance, meaning they keep our advance payment which when bought included £0/month for caller ID.

What happened to treating customers fairly? Not when BT can call on Catch 22.

Talk about moving the goalposts.

What did you (BT) mean when you said we can leave "without penalty"? To the man in the street that equates as without losing out in any way.

It seems you now want to interpret this expression your own way as meaning "without paying an early termination fee".

Just shoddy, and if anyone could be bothered to take it that far, a judge would side with the customer, as when anything is ambiguous the interpretation in favour of the customer over rules!

Why didn't you originally say (and write to us) that there would be no early termination fee if that's all you now want "no penalty" to mean?

socmwils23

having cancelled yesterday it appears the correct process (according to their customer options team) is to notify them of your intent to cancel once you have received notification of the rises. You need to tell them that you intend to switch though so they do not put a cease on your line. Once you have done this you can then order elsewhere an start the switching process.

teddysmum

Others have suggested making an agreement with another provider, letting them do the notification (so your service won't be terminated), then calling BT to confirm why you have left.

AlistairS

socmwils23 wrote: »

having cancelled yesterday it appears the correct process (according to their customer options team) is to notify them of your intent to cancel once you have received notification of the rises. You need to tell them that you intend to switch though so they do not put a cease on your line. Once you have done this you can then order elsewhere an start the switching process.

So had you received the email/letter before you phoned them yesterday or did you phone them & say you were aware of the price increases?

MillicentBystander

BT_company_representative wrote: »

Hi guys,

We have asked for information on this for you and LRS is a non-refundable product as you state, so we are very sorry but you would not get a refund pro rata if you chose to cancel your contract. Our price change does not affect your agreement with LRS as it is already pre-paid, LRS is not going up in price in January. Regarding the Infinity question, as this is dependent on your line rental you will be able to leave this without penalty.

All the best,

Robbie

Absolute classic by BT!! :mad: So you CAN leave without penalty but, err, if you've handed over 141 spondooliks for the next 12 months line rental then you can whistle for any refund. And that isn't a penalty? Isn't it about time you came clean and actually charged for BT Sport? We know how much you paid/are paying for it so it's not like a secret that this is eventually coming from the customers. But why should those BT customers who don't want or have it (reportedly 90% of the customer base) also have to pay by these stealth charges/annual increases massively over the rate of inflation?

socmwils23

AlistairS wrote: »

So had you received the email/letter before you phoned them yesterday or did you phone them & say you were aware of the price increases?

i phoned them to ask if i was able to quit based on what i had with them. She never made mention of me receiving a letter or email she just went through my account with me. I did get notification on saturday though so maybe its on my account.

AlistairS

socmwils23 wrote: »

i phoned them to ask if i was able to quit based on what i had with them. She never made mention of me receiving a letter or email she just went through my account with me. I did get notification on saturday though so maybe its on my account.

I have just got off the phone with them & they were squirming trying to get me to stay but not offering anything. They said they would cancel my services in about 7 days time but don't want to be without so I have just phoned Plus Net & they say I need a MAC from BT. So I guess my best course of action is get the MAC, do the order online then Phone BT back to confirm the cancellation?

bubieyehyeh

I have paid for line-rental-saver with BT which expires after January 2014. However what I want to know if I pre-register for continuing to get caller-id free for 12 month, I'm agree to not leave BT for 12 months, but does that mean I can't buy a follow on line-rental-saver when the current one expires, or do I have to pay the for 2014 line rental on the significantly more expensive month by month basis.

The BT pre-registration website has very little information about what exactly they mean by "a new 12-month line rental contract applies"

socmwils23

i was advised i had to notify bt first that i wanted to cancel but tell them not to put a cease on the line. This i did and then immediately ordered elsewhere.

The girl i spoke too did say they hadn't had any training on this at all and had to "wing it". Got to love bt haven't you!!