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BT 14 days cooling off period, another one. Consumer rights?
andy1978
Posts: 11 Forumite
My apologies if this is in the wrong area. I wasn't sure if this should go in consumer rights?
In short: When does the 14 day cooling off period to a broadband package start? From when you agree a date for set up (which can be weeks before you switch), or on the day you switch/ begin the contract?
My reason for asking and issue is laid out below.
In August (about 3rd) we decided to end our contract with Sky (TV, Phone and Broadband) and were told by BT that they could guarantee speeds of 10mb (They actually laughed at our current 4.5mb from Sky).
We agreed to switch over when the Sky contract was up on the 2nd September. After a no show of a delivery (11 hour time slot) the router etc arrived the next day.
So we set everything up (September 3rd) to find that the broadband speed was between 2.65 – 3.2 mb.
When we phoned to query this we were told that it would cost £49 for an engineer to come out, or we could wait 10 days (to let the line settle!) and have an engineer come out, for free, as a matter of urgency.
We waited the 10 days and phoned BT to arrange an engineer visit.
After waiting 40+ minutes to speak to someone my wife was then passed from pillar to post by rude, useless and at times bullying operatives (I have since read on forums that this is common practice from BT).
My wife was told by the first person we spoke to that 7mb was the guaranteed minimum for our area, but not for our line. Huh!! They then went on to say that 3mb is an acceptable minimum.
She was getting nowhere with having an engineer sent out (As promised by the initial operative when we first called), so we decided to ask to cancel. Wow if they weren’t bullying, rude and intimidating enough before they were now.
They claimed it would cost hundreds to cancel and would not honour the 14 day cooling off period. They continually referred to their terms and conditions.
We no longer will accept staying with BT (Also BT sports won’t work on this slow a speed).
They have not fulfilled what we were verbally promised.
I have never dealt with such a sub-standard company in all my life. Ofcom really need to investigate these cowboys. I think the people at Sports Direct get treated better.
This matter is continuing.
In short: When does the 14 day cooling off period to a broadband package start? From when you agree a date for set up (which can be weeks before you switch), or on the day you switch/ begin the contract?
My reason for asking and issue is laid out below.
In August (about 3rd) we decided to end our contract with Sky (TV, Phone and Broadband) and were told by BT that they could guarantee speeds of 10mb (They actually laughed at our current 4.5mb from Sky).
We agreed to switch over when the Sky contract was up on the 2nd September. After a no show of a delivery (11 hour time slot) the router etc arrived the next day.
So we set everything up (September 3rd) to find that the broadband speed was between 2.65 – 3.2 mb.
When we phoned to query this we were told that it would cost £49 for an engineer to come out, or we could wait 10 days (to let the line settle!) and have an engineer come out, for free, as a matter of urgency.
We waited the 10 days and phoned BT to arrange an engineer visit.
After waiting 40+ minutes to speak to someone my wife was then passed from pillar to post by rude, useless and at times bullying operatives (I have since read on forums that this is common practice from BT).
My wife was told by the first person we spoke to that 7mb was the guaranteed minimum for our area, but not for our line. Huh!! They then went on to say that 3mb is an acceptable minimum.
She was getting nowhere with having an engineer sent out (As promised by the initial operative when we first called), so we decided to ask to cancel. Wow if they weren’t bullying, rude and intimidating enough before they were now.
They claimed it would cost hundreds to cancel and would not honour the 14 day cooling off period. They continually referred to their terms and conditions.
We no longer will accept staying with BT (Also BT sports won’t work on this slow a speed).
They have not fulfilled what we were verbally promised.
I have never dealt with such a sub-standard company in all my life. Ofcom really need to investigate these cowboys. I think the people at Sports Direct get treated better.
This matter is continuing.
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