Changing over from BT to Vodafone - Cancellation Fee SNAFU

Disgruntled42

Hi all,

I'm desperately trying to find so way of helping one of my friends with a huge broadband cancellation fee from BT and thought I'd seek out advise from the MSE Forums.

I'll paste the body of my friends email to Vodafone as its a good summation of the issue.

"I placed an order for Broadband on the 29th August after seeing that your broadband was significantly cheaper than my previous supplier, BT. The start date was Yesterday (20th September).


Prior to deciding to switch to Vodafone as a supplier I had already spoken to BT to get a better deal on the 27th August and they arranged a new contract. I was informed that the contract would have a 14 day cooling off period.


I was concerned that if I moved to Vodafone I would be charged for the new BT contract and so I messaged one of your employees, please find the dialogue bellow.


I was told the new contract, currently in its cooling off period, would not be an issue and that I would not have to contact BT again and that Vodafone would arrange the cancellation.

Yesterday I awoke to find a new email from BT detailing the cancellation of my current contract. I was very surprised to find that I had been charged a cancellation fee of £553.15 . This charge is obviously unacceptable and not in keeping with the discussion I had with your employee.


I phoned BT this morning and the employee I spoke to informed me that the charge incurred was because of the new contract I had taken out with them and subsequently terminated early. When I told him what Vodafone had told me he said it wasn't BT's problem and that I should contact Vodafone.

Until Yesterday I had not been informed of any additional charges or the fact that there was an outstanding contract with BT that would require termination early. I chose to move to Vodafone because they were offering a great deal which would save me money, I find it incredible that neither BT nor Vodafone questioned the fact my switch of providers would in fact make me much worse off.
Please can you contact me as soon as possible."


The actual recorded dialogue with the vodafone operator is detailed below and does indeed have assurances that they would cancel the contract with BT on his behalf within the cool off period...
[FONT=Verdana, Geneva, Arial][FONT=Verdana, Geneva, Arial, serif, EmojiFont]
:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Thank you for choosing to chat with us. An agent will be with you shortly.[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Info:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]You're now chatting with Delilah.[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Hi Tom! [/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Welcome to Vodafone Broadband [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Hello Delilah! I'm thinking of changing over from my current broadband provider (BT) to your 'Unlimited Fibre 38' Would the installation require any kind of modification to the property or is the connection made outside the property. Currently we have standard broadband an I'm not sure how our landlord will take to us installing fibre.[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Yes, the service activation will be done from the outside of the proerty at he cabinet. [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Great, that's excellent news! At the weekend I called BT up to ask for a better deal, they gave me a new package, It has a 14 day cooling off period, will this cause any issues with a change over?[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]That would not affect the chang eover. [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]*change over[/FONT]
[FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Splendid. In that case, do I simply fill in the online application and then leave it to vodafone to do the switch or do I need to contact BT?[/FONT][FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Yes, you just need to palce the online order. Once your online order is completed, you will get an order number WEB-000000000000, which you just need to share with us and then it will be us who would deal with BT, you won't need to deal with them, this includes cancelling your service on the date you select while ordering online with us to activate our service, also includes continuing your landline number with us and also includes auto-switch of services to Vodafone on that date ensuring there is no interruption in your service, it will be all handled by us[/FONT]
[FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Wow, it couldn't be easier. Okay I shall do that. Thanks for all your help, much appreciated[/FONT][FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Sure, you're welcome! Please keep the chat open. [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]I am right here with you. [/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Let me know once you get the number. [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Or if you face any issues. [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Okay, will do[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]:)[/FONT]
[FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]How are you getting on with the order process?[/FONT]
[FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Almost there! Took a while to find my old address details[/FONT][FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Okay! [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]I have a code[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]WEB-*****[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Excellent! Please allow me some time. [/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]okay[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Sorry, I'll be right with you.[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]No problem[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Thank you for waiting, your order has been added. Now we will take care of the service transfer and cancellation from your current provider. [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]You will receive an email from Vodafone within 7 days of your home broadband going live, which will explain the promotion and provide you with everything you need to claim their free gift. You can start your claim once outside your 30 day cooling off period through the promotional webpage : (Link removed)[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Tom:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Great! Thanks very much [/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]You're welcome! [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Would there be anything else we can help you with today? [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Hi, are we connected? [/FONT]
[FONT=Verdana, Geneva, Arial]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Delilah:[/FONT][/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Due to no response from your end, we will need to conclude the chat from our end.[/FONT]
[FONT=Verdana, Geneva, Arial]
[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Info:[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]Thanks for chatting with us.[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]
[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]We've emailed customer services, but haven't had any response so far, is there anything else I can do to help save my friend from needing to pay the £[/FONT][FONT=Verdana, Geneva, Arial, serif, EmojiFont]553.15 to BT?[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]
[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]Kind regards[/FONT]
[FONT=Verdana, Geneva, Arial, serif, EmojiFont]-S-
[/FONT]

iniltous

Although of no use to your friend now, but why do people negotiate and accept a deal with a supplier then keep looking for a better one ?, surely that's asking for trouble, better not to agree to anything until entirely satisfied,then sign up and stop looking at alternatives, and in this case accepting the 'word' of a Vodafone salesperson , someone who is incentivised to sell you something is also naive
In essence it appears to be that BT have done nothing wrong, they signed up your friend for a period, then your friend ( although mislead by Vodafone) decided to leave BT early.
I'm not sure there is a 14 day cooling off period if your friend contacted BT rather than the other way around , but even if there is, how long did Vodafone take to advise BT, and although they get a date for transfer is it the date of transfer or the date the order raised that counts.
I would imagine that the three options are, get Vodafone to cancel their order and try to get BT to reinstate theirs.
Get Vodafone to pay the ETC's
Ask BT to waive the ETC ,
The last two options are not that likely to be offered.