BT - automatic upgrade?

DixieBear123

Where do I start? 

BT have automatically upgraded my father to BT Halo or some Fibre service. My father did not request this upgrade, nor does he need it (Just uses the internet for basic purposes). I'm also not even sure if there is fibre in the area. My issues are: 

1. The email stated this would start a new 24 month contract. My father is elderly and did not realise this - I'm still within the 14 day cooling off period so have time to cancel. 
2. The equipment provided does not work, therefore my father has been without internet for approximately 10 days. They sent out a new filter which doesn't even fit the ethernet cable that came with the router. 
3. I have been unable to cancel as of yet because of open orders (first to change over the service, then to replace the filter). 
4. They are also unable to book an engineer home visit due to an error on BT's system - I requested someone attend due to my father being elderly and I am unable to do it myself. 

 I'm so incredibly frustrated that they did this, and have left him without internet and yet still charging him plenty for the pleasure. I have an open complaint with them but I just wondered if anyone here had any advice?

Thank you.

littleboo

They can't/don't unilaterally enter someone into a new 24 month contract, are you sure your father hasn't has some communication with them?

Vegastare

I would go onto BT community forum and bring this up.....they do have some BT representatives on there and they will pick up and address such problems.  You mention wanting a visit....you need to request he is acknowledged as having vulnerability on his account and your name added.  Your Dad will need to speak while you are present to agree to your name.

My name was added as a person able to contact BT on my Mother in laws behalf and it helped with a recent phone issue due to her age BT got Openreach out within 24 hours.

DixieBear123

Thanks, I will try over there. 

I am hoping for a call back and do have a complaint reference number. I will ask if they have his vulnerability noted now - as I understand it, they did not communicate with him apart from saying that this is what we're going to do and that's it. There probably is small print to the contrary but essentially he had a couple of emails, a router arrived and he couldn't understand why they would change it (he's been very happy thus far). 

QrizB

DixieBear123 said:

The equipment provided does not work, therefore my father has been without internet for approximately 10 days. They sent out a new filter which doesn't even fit the ethernet cable that came with the router.

Filters don't go on ethernet cables. Normally they go between the telephone socket and the cable for the router.