BT cancellation charges

olly300

TALKTALK_SUPPORT wrote: »

think whatever you want to think.

The fact that you have to come on a public internet forum as TALKTALK_SUPPORT says a lot about your employer's customer service.

Instead of posting here Talk Talk should resolve customer issues within a resonable time of them arising........but that is asking too much for the telecoms industry as a whole.

Drunkstar

olly300 wrote: »

The fact that you have to come on a public internet forum as TALKTALK_SUPPORT says a lot about your employer's customer service.

I think that its good they have an online support person like this. Seems a good idea to me.

cajef

TALKTALK_SUPPORT wrote: »

think whatever you want to think.

That sounds like a typical Talktalk response, you have been well indoctrinated.:rolleyes:

wantmemoney

[QUOTE=easytiger14]I recently moved into a new place and wanted the phone line activated so I could ge the internet. I called BT and got connected. I was told I could cancel within 7 days. I tried to do this but as I was on hold for 20 - 45 mins a timeevery day for 2 weeks. I never managed to cancel the line. During this time I changed to another phone provider.[/QUOTE]
What ever Talk Talk may or may not have done, does not excuse bad BT customer service.

easytiger14 wrote:

I have now been sent a final bill for £231. I was never sent any information regarding cancellation fees, and the fact they would be so large. I expected to be charged for 1 months use and a cancellation fee but not £230.

What ever Talk Talk may or may not have done does not excuse or justify BT ripping the public off.

lgb2100

I advised TalkTalk that there was an active line, but they still insisted that BT had to be contacted, before being able to transfer me across.

I asked BT just to register the active line in my name, but insisted that I had to have it under at least BT Option 1.

I cannot recall BT telling me of any contract T & C's nor have I received any in the post.

If I decided to stay with BT, then I would have been charged £70 by TalkTalk for termination of their contract ! So either way I would have lost £70 !

I also have lost my old telephone number in the process, as I was informed that the quickest option was to be be registered a new telephone number !

When I signed up with TT just over six months ago, I mentioned about moving house, and was assured that there would be no problems, and assumed no additional charges.

(I was under the impression that I was paying line rental to BT, via TalkTalk)

TALKTALK_SUPPORT wrote: »

Hello Igb2100,

Sorry to hear that you have had trouble with your home move. It was correct that you need an active line at your new house in order for us to provision the service on the line as per our terms and conditions.

We are working on a new process which will allow us to set-up the line from scratch without the need for you to contact BT however this new process is now live yet due to a number of internal systems which need to upgraded to allow for this change.

Stephen

Anon

Drunkstar wrote: »

I have to ask, if you werent made aware of the BT contract length on the phone when you took the contract why didnt you ask at the time? or ask BT before you transfer to Talk Talk?

Either way the £70 is correct and thats due to TT not activating a line for you themselves and because you didnt check to confirm your T&Cs. Sorry.

I read this a few times before being prompted to respond - is it BT policy not to tell new customers of the T&Cs unless they ask? Any other provider would send out confirmation of the contract etc in the mail, which would be normal business practice when signing someone up to a contract/confirming an order - the only thing I have received from BT is the DD payment plan for the quarterly payment - no confirmation of order, no welcome letter, no contract, no "this is the services we offer, can we sell you more", nothing - not even this is your telephone number (fortunately I wrote this down :rolleyes:). Mobile companies read you a script when you sign up to a deal over the phone - how come BT (and other telcos) don't have to?

Information on BTs site (http://www.btplc.com/Thegroup/Regulatoryinformation/Codeofpractice/Salescodeofpractice/Annexes/Annex3.htm)
states:

2. Do I have to be given any information before I enter into a contract?
Only if you are a consumer (residential customer), and have had no face-to-face contact with the provider (eg if a contract is made over the phone or online). Then, the provider must give you some key information before you enter into a contract. This includes a description of the services, the price, the existence of your right to cancel and any minimum term that applies. Most of this information has to be confirmed in writing.

Incidentally, with the recent price rises being announced that are significant if you don't switch to online (and calls outside packages are a significant hike), can you cancel your contract without the penalty charge (under the terms of the contract that I have not received ...)?

Many thanks

Anon

Drunkstar

I can tell you that a script containing all the T&Cs should be read out at the end of every call, and in 90% of cases of people saying they werent made aware of them upon checking it is found they have in fact been told and just ignored the advisor and/or forgot.

Of course, the other 1 in 10 was a screw up and the customer is well within their rights to complain. A lot of the time the complaints team dont even bother looking for the call anyway these days.

As for the legl stuff about sending out letters ect, I know nothing about that side at all, so I cant debate with you. I do still maintain that its rather silly not to ask about contracts whe you set up a service however.

scoopy2scoops

Thanks for your post i've just quoted what you said and there looking into my case, i'll let you know if i get a refund.

Careful_with_that_Axe

TALKTALK_SUPPORT wrote: »

think whatever you want to think.

I stumbled across this thread and have no axe to grind with TT. However, having viewed your posts, I would avoid signing up with TT, particularly if this attitude is endemic in the company.

It doesn't reflect well on the company to have an employee posting comments like the above on a public forum.

scoopy2scoops

Just got a letter from BT that the £70 cancellation charge has been cancelled

stated on bill "unaware of cancellation charges"

So just call them up and challenge them