BT Cooling off period

kulturschok

A couple of weeks ago I ordered the BT Infinity Package for Calls, Broadband and TV at 34.99.

I received emails from them to confirm I had ordered Broadband and Calls and an engineer will be coming - I contacted them to confirm it should include TV too and they said a separate engineer was coming for that.

Yesterday the phone and broadband engineer came but nothing about the TV. So I contacted BT again and they said the TV was 'missed off' the online order - whether I somehow made a mistake or they have, I dont know.

So I am now on day 1 of my contact, still in the cooling off period, and I can see on the BT site and USwitch that a simple Broadband and calls package like I have is only 27.99. I am sure this was that rate it was when I ordered two weeks ago, and I went for the 34.99 one to include TV.

Anyway, just spoke to BT retention on the phone and they say they cant honour the cheaper price with an existing customer. I suggested I could cancel my current package, reorder the cheaper package with the TV (including the setup cost it is still cheaper than my package). However she warned me I would then have to wait for 2 weeks again without internet...

Is all this normal? It doesn't seem very good to me. I might switch to Virgin - will this avoid a two week black hole of no internet, or does all switching cause such big gaps?

(sorry to be so wordy)

Gloomendoom

No big gaps normally. Might go off for a few minutes.

lee111s

If you cancel the service, you won't be able to re order until the existing service ceases. It would then take 7-10 days for the new service to go live once ordered.

I suggest posting on the BT community forums. Hopefully a moderator can take a look and sort it out for you.

iniltous

If would check if you are inside a 'cooling off' period, generally that period starts from when you make the order, not when the service starts , it's not a try before you buy period, it's to give a period of time to cancel if you feel you were pressured into buying something from a pushy salesperson ... I think you may find if you cancel now you will be liable for early termination charges, if you switch to VM for example