Can you complain about "free"?

hsbcarter_2

I'm not really going to ask for compensation but the "logic" of their response could be very damaging for consumers. What if Line rental was £40 a month and your Infinity service was free.

If Infinity went down - their logic suggests you can't complain or expect compensation. The line still works (you can make phone calls!) but their broadband doesnt.

I just think that there must be some recourse somewhere for these kinds of scenarios.

Obviously I am not resorting to any kind of legal solution for missing a football match for 2 hours - I was interested in the principle of "free" and whether you could complain, morally or legally?

eddddy

Hi hsbcarter

It looks like BT may have given you an incorrect reason - but you're probably not due compensation for a completely different reason.

You got BTSport free as part of a deal to buy BT Infinity. (Perhaps you only bought BT Infinity because it came with free BTSport.)

So in the absence of any other t&cs, BT would be in breach of contract - and you could claim for loss of bargain and/or loss of enjoyment.

But there are probably other t&cs in your contract with BT that specifically say that you are not due compensation in these circumstances - and you will have agreed to these terms.


As you rightly say, it would be a nonsense if, for example, a supermarket sold DVDs as "buy one get one free" - and when one didn't work, they said "bad luck - that was the free one".

Josh_Thompson

Can I ask if you spoke to BT via the phone or their social media pages?