BT mis-sold contract

babbacombeboy

I was sold a BT Broadband g-fast 100 min download contract - after many issues and consistent download around 40-60, I was told by a BT tech that my infrastructure would never achieve 100; I have complained to BT and after a month of wrangling they are only offering 3x£60 compensation and a new contract which is more expensive than Sky and Virgin - do I have grounds to pursue a greater compensation? any similar experiences? I plan to leave BT

Ayr_Rage

What does your contract say?

In your shoes I would accept the compo and get them to agree to let you leave without any termination fees.

powerful_Rogue

babbacombeboy said:

I was sold a BT Broadband g-fast 100 min download contract - after many issues and consistent download around 40-60, I was told by a BT tech that my infrastructure would never achieve 100; I have complained to BT and after a month of wrangling they are only offering 3x£60 compensation and a new contract which is more expensive than Sky and Virgin - do I have grounds to pursue a greater compensation? any similar experiences? I plan to leave BT

What does your contract say about minimum speeds and compensation rates?

How long left do you have on the contract?

the_lunatic_is_in_my_head

If they breach the contract you should be in the position you would have been in had that breach not occurred so the question would be how much extra over the BT price is the same service from another provider. 

Out of interest what does a 100gb download speed do you for as personal customer? 

In terms of BT I once asked for £120 and had to go through 7 layers of customer service before it was agreed, the final lady said she was told to check the original sales call but added "you wouldn't have got this far" if I wasn't due the money! 

If a 40-60 speed does the job and is not more than £180 cheaper anywhere else it's probably not too bad an offer, if you specifically need 100 then as above check the terms. 

If you were mis-sold the CPRs come into play but redress is the right to unwind the contract which I presume BT would do if you wanted. 

Arunmor

Did you check what speeds you could reasonably expect at your location before signing up?

LightFlare

i would think it depends of which part of the infrastructure if not up to handling the speed.

powerful_Rogue

Very important to check to see what they have guaranteed. In my case they would offer 32-36 Mbps with a guarantee of 28 Mbps.

How the Stay Fast Guarantee works

The Stay Fast speed shown is an estimate based on your postcode. We’ll provide your personal Stay Fast Guarantee once we’ve checked your line. You’ll be able to see your Stay Fast speed before you complete your order.

Once you’ve joined us, we’ll constantly check and optimise your speeds. You can also test the download speed to your hub in My BT. If it’s slower than it should be, we’ll run checks to fix the problem and send out an engineer if needed.

If we can’t get your Stay Fast speed back to where it should be within 30 days of a problem being reported, you can claim £20.

At that point you can also leave your contract without penalty. This is because we’ve signed up to the Ofcom Voluntary Codes of Practice on Broadband Speeds.

babbacombeboy

Arunmor said:

Did you check what speeds you could reasonably expect at your location before signing up?

how could I check at my end?; they told me they could put me in the 100 guaranteed; I accepted it at face value

powerful_Rogue

babbacombeboy said:

Arunmor said:

Did you check what speeds you could reasonably expect at your location before signing up?

how could I check at my end?; they told me they could put me in the 100 guaranteed; I accepted it at face value

By checking on their website. So what does the paperwork say about the minimum guaranteed speed?

400ixl

Can't find that package for BT anywhere of the name you have quoted. Do you mean you are on the Full Fibre 100 package at a price of £30.99 a month? If so, then this is an up to 150Mbps package with a stay fast guarantee of 100Mbps.

If they are offering £180 towards the cost of the package then you will need one of £23.49 per month or less to be better off. Don't know of any Sky or Virgin services that are lower than this for FTTP services.

littleboo

babbacombeboy said:

Arunmor said:

Did you check what speeds you could reasonably expect at your location before signing up?

how could I check at my end?; they told me they could put me in the 100 guaranteed; I accepted it at face value

When you say "they told me", how were you told? As previously mentioned, you would have been given a minimum speed guarantee, in writing, when you took out the contract. What was that?