Switch to BT has become a disaster

jd87

My parents are trying to switch their phone and broadband from Sky to BT. The switch date was 29th June. On that date everything stopped working and never came back. They have been 11 days and counting with no phone or internet.

BT don't care. Their foreign call centre just keeps telling us they don't know what's going on, the relevant department is closed, just wait a few more days, etc, etc, etc.

The only person you can speak to who isn't reading from a script is the cancellations department. It's gotten to the point where my parents just want to cancel the whole thing and go to someone else. The cancellations team have said there will be a charge for cancelling.

Can anyone explain what our rights are here? Apparently Ofcom don't help with individual cases so we can't turn to them. We want to get back everything we've paid, we don't think we should have to pay any cancellation fee, and we want to choose a new provider and get set up with them asap.

I know there's a 14 day cooling off period. 14 days from what point?

Should BT be allowed to charge us anything? Shouldn't they be refunding the connection fee already paid, given that they haven't connected anything. Can the bank help with getting this money back (direct debit guarantee)?

JJ_Egan

Have you received the BT pack and or modem ??

How did you switch ??

jd87

Switch was done online. BT Hub has arrived and been plugged in correctly.

The issue isn't with our own internal set up if that's what you're wondering. Everything is plugged in correctly. BT have admitted that the switch has failed, they just don't know why.

jd87

Anyone?

JJ_Egan

You asked >>>> I know there's a 14 day cooling off period. 14 days from what point?


Point is from the time they accept the order plus one day .
See BT
>>You can cancel a service and any equipment we supply that is needed to use that service, anytime up to 14 calendar days starting from the day after the day we accepted your order >>

jd87

So if we cancelled now we'd have to pay the full cost of 12 months service (or may 18 months - not sure), even though they haven't as yet provided any service?

hexadec

It's not just you either.

I'm having similar problems with BT and so is my next door neighbour. I seriously believe they are totally incompetent!:(

zaax

BT are incompetent. Sky is the best of a bad lot.

justjohn

https://www.facebook.com/BTUK?fref=ts


post on there. uk based and they will sort it.

warehouse

BT are great until something goes wrong and then they are utterly inept. Anyone on here even thinking of going with them be warned.

Meldrew1

What brought them to the decision to switch to BT? Have you had yourself tested...it could be genetic.