We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.

Cancelling BT before service starts?

I'm outside of the 14 days from ordering so cannot cancel under the cool off period. The BB service was due to start on Friday 11 Dec but 3 days later and still nothing. Previously I had Sky BB but switched due to the high cost.


Customer services at BT don't know what's wrong and are now saying an engineer might be needed which will cost over £100. Given I have previously had BB at the property which was working perfectly until the switch in my view it is a BT problem not a problem with my BB connection so I refuse to pay for the engineer visit. Given technically they have failed to provide any service under the contract has anyone had any luck with cancelling with BT in these circumstances?


I'm also wondering how many people need an engineer visit to get the service started and BT are using it as an unadvertised scam to get people to sign up with minimal connection fee then whacking them with a connection fee when 'self-install' doesn't work?

Comments

  • Browntoa
    Browntoa Posts: 49,499 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Ive had the Engineer visit for PlusNet , no charge as the problem was proved to the exchange end
    Ex forum ambassador

    Long term forum member
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    There will only be a charge if there is a fault on your side of the master socket, which is unlikely given your previous service with Sky worked OK. If you refuse to allow them access to investigate and fix the fault then they will justifiably charge you the full ETC should you cancel.
    I think you've misunderstood the standard mantra that they always read out about a chargeable call out.
    Should you cancel and reorder from another provider, you will be in exactly the same position should there be a line fault, as you'll still be on the same local loop.
    No free lunch, and no free laptop ;)
  • Thanks everyone. Perhaps the combination of the standard mantra wording and the appallingly bad English it was read to me in gave me the wrong impression about the cost. But I do have to accept the risk that if they say that the fault is at my end then the cost is mine to bear. This would purely be their decision.


    When you say I would be in exactly the same loop with a different provider - unless the fault at my property developed in the space of a few hours after sky disconnected I don't see why sky reconnecting would have a problem. The problem is BT.
  • I've cancelled with BT approximately 5 or 6 weeks after the initial order without any hassle from them, but that is probably because I was so fuming with them on the phone that they didn't question it any further. In fact, during the 6 weeks of repeated cancelled engineer's visits and just general incompetence, I was offered a £10 credit. My final and only bill was for the £10 credit which they paid me.

    I was also told by BT that they paid £350 to Openreach for the installation to be expedited (since they missed engineer's appointments a number of times in a row) - I think it was supposed to make me believe that I was a valued customer, but came across as we've spent a large amount of money on you and really can't do anything more to help you.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper


    When you say I would be in exactly the same loop with a different provider - unless the fault at my property developed in the space of a few hours after sky disconnected I don't see why sky reconnecting would have a problem. The problem is BT.


    That means a line fault as Macman said will be the same fault if you are with BT or SKY .Same phone line same BT OR Master Socket .
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Thanks everyone. Perhaps the combination of the standard mantra wording and the appallingly bad English it was read to me in gave me the wrong impression about the cost. But I do have to accept the risk that if they say that the fault is at my end then the cost is mine to bear. This would purely be their decision.


    When you say I would be in exactly the same loop with a different provider - unless the fault at my property developed in the space of a few hours after sky disconnected I don't see why sky reconnecting would have a problem. The problem is BT.

    No, the line used by Sky and BT will be the same one-so any fault on it now will still be on it with a new provider. 'Local loop' means the line between exchange and street cab/property.
    Any fault downstream of the master socket is always your responsibility, regardless of the provider.
    Do you already have a working voice line but no data, or is the line dead entirely?
    No free lunch, and no free laptop ;)
  • Yes the phone line works.


    My point re the fault is that broadband with sky was working fine up until the switch. If there was a fault already on the line then why was I not having any problems with Sky broadband. Sorry - it just doesn't add up that the line was working perfectly and then when BT try to connect me a few hours later it isn't? There are no known faults in the area.


    I understand what you are saying but from where I am sitting I should never ever ever ever ever have switched to BT. Anyone else reading this DONT DO IT!!
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 15 December 2015 at 4:59PM
    Your title is then incorrect. You are then in contract with BT, as your phone service is already active. Cancel now and you'll pay the full ETC for line rental and phone. The broadband service is a separate contract and can in theory be cancelled as it's not active, but what would be the point?
    All that has probably happened is that OR have failed to correctly switch your broadband service from Sky's LLU rack back to BT's equipment. If so then there is no cost to you for righting the fault.
    If there is a coincidental fault on your own equipment then cancelling the switch to BT will not put it right.
    Very few people need an engineer visit to start a service, but access is always requested because if necessary the engineer can then attend the property should there be an issue: this triggers the BT script readers to recite the call out charge mantra which seems to have convinced you that BT are trying to scam you. If you won't allow access then you will not be receiving a broadband service until you do.
    The exact same issue would have arisen regardless of which provider you switched to, as OR would still have to move you off Sky LLU.
    No free lunch, and no free laptop ;)
  • macman wrote: »
    The broadband service is a separate contract and can in theory be cancelled as it's not active, but what would be the point?


    The point would be that I would be back with a broadband provider who actually gave a s*** and whose customer service is better than the appalling BT service I have been getting.
    macman wrote: »
    If you won't allow access then you will not be receiving a broadband service until you do.
    The exact same issue would have arisen regardless of which provider you switched to, as OR would still have to move you off Sky LLU.


    Erm...when did I say I was refusing access?? I said I refuse to pay for an engineer visit which is not the same as refusing access. I wanted to know if anyone else has similar problems or experience of the issue but you have neither so I am wondering what your contribution to this thread has been? I have now been without broadband or tv for ten days. It took BT a week to even get to the point where they said an engineer would definitely be needed (prior to this they said one MIGHT be needed but they would let me know).


    If anyone else is reading this I would refer you to BT's own forums. There are lots and lots of people on there with identical problems to mine and BT customer services not having a clue. Given the number of people reporting identical issues you would think the customer services would know exactly what the issue is as most people it ends up being problems in the communication between openreach and BT. Some people have been without broadband for weeks and some, like me, will probably be without it for all christmas. I have an engineer visiting in two days but fully expect (like all the other BT customers who had identical problems) that the issue will not be resolved until the open reach engineer has done their bit. This is the unknown element and BT KNOW this before you sign up. So BUYER BEWARE - do not switch up to BT unless you are prepared to be without broadband and TV for a few weeks.
This discussion has been closed.
Meet your Ambassadors

Categories

  • All Categories
  • 346.6K Banking & Borrowing
  • 251.4K Reduce Debt & Boost Income
  • 451.4K Spending & Discounts
  • 238.8K Work, Benefits & Business
  • 614.2K Mortgages, Homes & Bills
  • 174.8K Life & Family
  • 252K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16K Discuss & Feedback
  • 15.1K Coronavirus Support Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.