BT cancelled broadband order after commencement date.

PhillChambers

Hi,

I placed an order on the BT Website on their website on the 18th May, I input my postcode and picked the fastest package they provided to my address. I received an email confirmation of the order as well as a start date for my broadband and line rental for the 9th June. This was fine as my previous provider was providing my internet till that date. 

Fast forward to the 9th June, nothing happens. I wait until 23:45 as the email states, still nothing. I ring the BT customer services the next morning to find out why my service has not commenced. I talk to a representative who says she will contact openreach and find out this issue then contact me back within the next 15 minutes. I wait an hour and still nothing. I ring back after 2 hours and got through to another representative to be told there is a problem with the order, but they aren’t sure why it has not gone through. She says they will have to cancel the order and put through a new order, but this will take 24 hours, and that she would complete this herself the next morning. And contact me once this had gone through. 

Again waited until the next afternoon, no phone call received. I ring up again and speak to someone new to the case, who tells me the issue, I was able to purchase a package that they are unavailable to provide to my address that I put in on the website. He tells me the original order has been cancelled and he can put me through to the sales team to put through a new order. 

I get put through to the sales team who offer me the best ‘deal’ they can. While talking over the phone I’m on the website looking at the packages. The option I originally chose has now disappeared. There is a better offer on the website than what the sales team can offer me, to which I politely ask can he match this deal. His tone completely changed from helpful. He stated, he couldn’t do that I’d have to go though the website and asked if there was anything else I’d like to purchase today. 

So a few minutes later I go to the website and put through the order which I have seen (12th June) Everything goes through, the same as the previous order. I again get a date for my broadband to commence, 19th June. 

I get a text the next day stating that the day has now changed to the 26th June. 

By this point I will have been without a broadband and line connection for 17 days. In the current situation I am working from home with the need of a steady internet connection. Currently using my phone contract as a tether, but quickly running out of data. 

What compensation am I entitled to/what should I fight for? I’ve no internet connection and have had an extremely bad customer service experience. I’ve read that I’m entitled to £5 per calendar day, that my internet connection is delayed. But have a feeling that they will fight that saying the original order has been cancelled, so I’m not entitled to any form of compensation as it has not been delayed. 

Thanks for any advice. Apologies for the long rant!! 

JJ_Egan

<What compensation am I entitled to/>   None as you have no contract as far as i can see .

PhillChambers

JJ_Egan said:

<What compensation am I entitled to/>   None as you have no contract as far as i can see .

On the footer of their emails it states: "when you buy a product or service from us, we enter into a legal contract together". Surely this means I have a contract with them, bearing in mind they sent out all the equipment, provided a start date And cancelled the contract with my old provider?

So it seems as though I have no grounds for compensation even regarding the above to you?