Problems with BT Contract

lukesrees

Hi,

I would appreciate some advice on my predicament with BT.

Backstory:

I was out of contract with BT for several months when I found Fibre was now available in my area. I decided to sign up to a BT Fibre internet and TV contract.

I placed the order on April 9th and the Open reach engineer came to my house on 19th to connect my line, however I did not yet have my new Home Hub so he provided me with a temporary BT Business hub which is connected to my old router which is providing me with a reaosnable speed but isnt the home hub i am entitled to. In addition to this the TV package I am recieving on the TV is incorrect, I dont have HD channels and i seem to be only recieving freeview channels.

I have spoken to BT on 7 occasions now as my TV is still not right and I am still waiting for my home hub despite numerous calls and emails.

I spoke with BT on Thursday 28th and advised I wanted to terminate my contract under the 14 day cool off period. this was agreed and I was told I would basically lose my installation fee and my internet would be reverted back to the slower speed i had previously.

Fast forward to Saturday 30/04 i recieve a phone call advising me I cannot terminate my contract because my 14 days starts from the day you place the order not the day it is installed.

I would like to know where I stand with this? I have no interest in continuing any sort of relationship with BT, I have spent several hours on the phone with them and I am not getting anywhere. I dont want to cancel my DD in case this impacts my credit score.
I have written a formal complaint on their site but I am almost certain I wont get anywhere.

Any advice would be very much appreciated.

Regards,

Luke

JJ_Egan

As you want out how much will they charge you to leave ??
Home Hub did you tick the yes box for hub when signing up .

BT TV is Freeview over the aerial and other channels via the Internet and your account and a Home Hub .

Have you used your BT Members help pages and more to the point the community forum as a way of getting CS support .

lukesrees

Yes they agree that they owe me a hub and each occasion I ring they tell me they are processing the order. When j ring back a couple of days later to chase it they tell me there is no record of a hub being posted. I am aware it's freeview over the aerial but the package j have paid for and that is registered in my account is the one with additional channels such and sport, discovery, Comedy Central etc...

I don't believe I should have to pay any sort of cancellation fee as BT are failing to provide the service I signed up to.