BT Cancellation advice

roseblush

Hi!

On 10th October my Auntie ordered BT Broadband as my Uncle was given a Chromebook as a present and she needed Broadband to use it. She was told that she would have a 30 day cancellation period.

The broadband commenced on October 26th and my Uncle has decided not to go ahead with it (he's 84 and he finds it too difficult to learn).

Today she phoned BT and was told she would have to pay £187. Does anyone know about the cancellation period as from October 26th, it would take us up to the end of next week.

Any help would be greatly appreciated.

molerat

The 30 days is the cancellation period, the minimum notice you can give. The cooling off is normally 7 days from ordering, once the service is started you are in contract.

roseblush

Thank you for replying molerat. So if she gives them 30 days notice from now, would they still have to pay £180? That was not explained clearly on the phone, she assumed that the 30 days cancellation would be from receiving the modem. Could she not argue that with them? There was certainly no mention of a 7 day cooling off period.

teddysmum

As a contract for 12 (?) months has been entered into, if you leave before that time they can ask for compensation, which could be the cost of any months not taken.

Even if you have gone beyond the minimum required term, you still have to give 30 days' notice, unless you go to another provider, who does the contacting for you. (I'm not quite sure of notice required in the recent situation, though, where people were allowed to give notice within 10 days of an announced price rise).

macman

As above. She is now in a minimum term 12m contract, because the cooling-off period ended at commencement of service on 26/10. Therefore if she breaks that contract the full ETC will apply.
This is entirely separate from the 30 days notice required.
Perhaps he should persevere with the Chromebook, because it's a perfect way for someone completely untechnical to get online, since it's essentially just a browser, with everything else in the cloud. So no AV needed, no endless updates...

JJ_Egan

As its a contract suggest either pay off and call it a day or find some sites that your Uncle would be interested in .

Based upon a similar elderly person i got up You Tube .
Steam Trains and WW2 Seaplanes and a few sites for stuff they where interested in . Cannot get him the web now .

roseblush

Thank you to everyone who has replied. I think it's a bit unfair that BT didn't explain all that properly, I would have thought the same as her that the 30 day cancellation was from installing it, not anything time during the 12 period. I am almost certain a 7 day cooling off period wasn't mentioned, again something I wouldn't know about either.

I will relay all this information on to her. Thanks again everyone