How to cancel BT broadband and receive a refund

jacksoc84

I signed up to BT's basic broadband deal just over two months ago. In that time I've experienced prolonged outages at least 10 times, in addition to shorter outages and slow speed (I was told I'd be able to get up to 10 MB/S but barely get half that). They've sent out an engineer once (when it failed for several days), and sent us a new router as well, but neither has fixed the problem.


Every time I report the fault, which is always the same, I've to start afresh, telling a new customer service rep the same stuff I told the previous one. It's extremely frustrating, and I've lost my temper on a couple of occasions, which is rare for me. I thought I was getting somewhere with one rep, who reported to me that it was an issue with the line, something I long suspected, but alas I've still the same problem.


I can't hack it anymore. I want to leave ASAP, and I want a full refund. Like most customers, I don't read the minute details of my BT contract, but what I do know is that BT has an obligation to provide fast, reliable broadband as advertised. Given how many faults I've logged, and the speed we've measured, they've not provided either.


Can anyone tell me how best to proceed, and what steps to take to bring my BT nightmare to an end?

boatman

http://bt.custhelp.com/app/complaints/queue_id/478

https://bt.custhelp.com/app/contact_email/c/5642,5676

Try here, you may get a better response, trying to call them.

phillw

Try this.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/broadband-landline-faults

Tigsteroonie

If you wait a little longer, they'll give you an excuse:

http://www.bbc.co.uk/news/business-38694013

If you cancel because they increase the price of the service, under the contract terms you have the right to cancel.

Under Ofcom rules, any customer who is unhappy with the price changes on their contract has 30 days to opt out, once they have been informed of the changes by BT.

We used this clause to get out of a contract for BT TV early.