BT lied. Help!

KellyQuinn

I'm moving out of my current home soon and until my new home is ready to move into (needs a lot of work!) I will temporarily need to stay with my parents then rent another house for the short term.

I called BT before I had a moving date and was advised I could transfer my current TV,BB and phone line package/contract to my parents on an additional line at NO CHARGE, so no £130 charge. I would just have to pay to have line installed at my next rental house as there isn't currently a line there. But I thought this was understandable and great that I didn't need to pay for installation at my parents.

I had my completion date confirmed so spoke with BT to sort out the details. This advisor said another option was to put my contract on hold as I would only be at my parents for a few weeks until I'm in the rented house. He then said he was putting me through to someone to see what my best option was.

The third advisor I spoke to advised me that both previous advisors had given me wrong information. I would pay to move my package to my parents with an additional line at £130 then again at my rented house at £130. Alternatively they could install an additional line at my parents for free if I had a new contract which would be double what I am paying now. Alternatively I cancel my contract at £243. I asked the advisor if any notes were on my record about previous information given. She said a process was started with my first advisor but seemed reluctant to share information.

I wanted to keep my package, I've been lied too, there's only 5 months left on my contract and any options they are giving me put me at a disadvantage. I'm waiting for a call back from a manager as I wanted to make a complaint.

Does anyone have any advice? I know the situation is confusing but I'd really appreciate any help. I think they should waive the installation fee at my parents as the first advisor promised. Alternatively I pay to leave because they lied to me twice. If that happens will they refund the upfront line rental is paid for the remaining 5 months of my contract?

zaax

leave? Tell BT that you want a Subject aceess request. Which tell you what was said, and then take it fom there, court if needed.

https://ico.org.uk/for-organisations/guide-to-data-protection/principle-6-rights/subject-access-request/

[Deleted User]

KellyQuinn wrote: »

I wanted to keep my package, I've been lied too, there's only 5 months left on my contract and any options they are giving me put me at a disadvantage. I'm waiting for a call back from a manager as I wanted to make a complaint.

I can't see you getting anywhere with this, to be honest.
You may well have been provided with inaccurate or conflicting information, but you didn't actually suffer any loss as a result. If you had actually instructed BT to transfer your existing service elsewhere and then been charged then you might have a case.

Proving to them that different operators gave you different information will be a fruitless exercise, as the most you can expect is an apology for the apparent confusion.

You have five months left on your minimum term. If you want to cancel, you'll have to pay an Early Termination of Contract (ETC) fee. So you really have no choice other than to 'port your existing service and try to argue that the quoted cost should be waived as a "goodwill" gesture.


Court action is out of the question and a Subject Access Request (SAR) will be a waste of £10.

Can I politely suggest you don't make any further suggestion that staff "lied" to you?