BT renewing contracts for Broadband and TV Package when reporting a fault with BT TV Pro Box

Nagraf

On 13th March 2025 I contacted BT using their online chat to report a fault with my BT TV Pro box. The box has been giving issues for a couple of months where it was freezing (requiring the box to be powered down to restart) or rebooting of its own accord.
So following BT forums suggestion as a last resort to reset of the equipment and so losing all my recordings which I did. Since then I had recorded a number of programmes, some of which I had viewed but had kept for later to see again.
However, the box froze on 13th march 2025 and on on starting up again, all the recordings stated 'Recording failed'. So contacted them via online chat.
Luckily I downloaded the transcript of my conversation and at no point did I request or agree to extend my contract and the on line rep appeared to be helpful. He ran tests on my broadband and stated I had a third party device connected to the hub and to disconnect it to continue the test which I did. This was a TADO extender which TADO state is compatible.
He then said there was no issue with the BT TV Pro box.
After the tests he asked me if I was happy and had he resolved the issues. I informed him that the issue wasnt resolved as the BT TV Pro had lost the recordings I had and that I wanted an engineer to come to replace the box.
He informed me no one needed to attend the address as they would send out a replacement box which is an EE TV box and I returned the faulty unit.
I have since noticed on my billing that the contracts for the Broadband and the EETV have been extended to 13th March 2027 when my contracts are due to finish in June 2025.
I have raised a complaint with BT as I think this is an underhand way to extend the contracts especially when I only made contact to report a fault on their equipment and at no point within the on line chat has he stated that my contracts would be extended another two years, nor have I agreed to such an extension.
Have I missed something where reporting a fault for a service provided by BT means I have to have my contracts extended another two years?
Any advice would be appreciated.

molerat

It is not reporting a fault that has extended the contract but the supply of new (upgraded) equipment.

Nagraf

But surely, if the equipment is faulty and I have to be sent a replacement in order for the service to work, it should not extend my contract. Especially not the Broadband which has been checked that it is functioning and no equipment was replaced.

Olinda99

I agree with you this is not on and in any case a contract canot be unilaterally extended without agreement from the other party

howmuchforcash?

I've had a call from my 89yr mother in law reqarding BT/EE. Same issue as above, box keeps freezing, and being quiet independent she called them to replace box, they then sold her a package costing over £150 despite her repeatedly tell  them she didn't need full fiber Netflix 12 sports channels new mobile etc thankfully she is aware enough to later cancel and that's when the full on bully boy tactics kicked in. As POA I've spoken to BT/EE I informed them not to call her at all. She uses a tablet and likes to record a few programmes and that's it. I hope the bullying salespersons from this company holds there head in shame at the distress this has caused to my 89yr old mother in law 

Nagraf

For information and of interest, I contacted OFCOM for advice and this is what I had as reply;-

I understand from your correspondence that you contacted BT to report a fault with your TV service and later found you had been entered into a new contract without your consent as the contract end date had been extended to 13 March 2027. I appreciate your concern and hope the information provided is helpful in assisting you.

Under Ofcom regulations, service providers must ensure that a consumer intends to take out a new contract with them. Entering a consumer into a new contract without their knowledge or consent is known in the industry as slamming. We are committed to preventing the mis-selling of services, particularly slamming and have rules in place to provide protection for consumers by allowing us to take effective action against offending companies. If Ofcom sees evidence to suggest that a provider is intentionally slamming consumers after having contact with them, we may look in to this further.

On review, I note you mention waiting for a response from BT though it is unclear whether a formal complaint has been raised at this stage. If this isn’t the case and the matter remains unresolved, I recommend taking the next steps outlined within BT’s formal complaints procedure. The details of which can be accessed via the following link and includes various methods of contact: Not been on the forum that long to be able to post the link at this time.

If you are unable to resolve your complaint, it can be submitted to an Alternative Dispute Resolution (ADR) scheme. An ADR scheme is a free and independent service which can rule on financial and contractual disputes. BT must abide by their decision; however, you can consider legal action if you are not happy with their ruling.

You can take your dispute to an ADR scheme if it remains unresolved eight weeks after you first complained, or if BT sends you a letter outlining their final position (known as a ‘deadlock’ letter).

BT is a member of the Communications Ombudsman for the purpose of ADR. They can be contacted at:

Communications Ombudsman

PO Box 730

Warrington

WA4 6WU

Phone: 0330 440 1614

Still no contact from BT to my raised complaint made on the 2/4/2025, so its the 8 weeks and then escalate for me.

iniltous

I suspect your problem will be , you decided the box was faulty and requested a replacement rather than a tech visit or BT accepting the box was broken, especially as you state you have other equipment connected to it …..generally replacing a box (that  is effectively rented so needs returning should service be cancelled by the customer ) is not a recontract event .
As with many complaints similar to this  where only one side of conversation is given , I wager there is  more to the conversation  you and BT had , if your contract were renewed against your will , you would have had notifications and an opportunity to cancel .

Nagraf

If you read my original post you will see that I requested an engineer to look at my BT TV Pro Box and that it was the support person who stated no one needed to come out as they would send a replacement. The fact that a TADO sender unit was connected to the Broadband hub is nothing to do with the BT TV Pro Box; and it was they who decided to check the reliability of the broadband connection and not a request from me.
I wouldnt put a wager on what the conversation with BT was as you would lose! I used the on line chat with them and guess what, you are given the opportunity to downloaded the transcript of the conversation at the time and I have that saved to go forward with my complaint. And still I have heard nothing from BT.
It is always a good idea to read the threads to conversations before giving an opinion, I will wager!!!

iniltous

If they suggested a replacement box was required and you were inside a minimum term , that is not a re-contracting event , so either a mistake or a miscommunication if they recontracted you in error  , either way you get notification, so you either cancel within the cooling off period and return the new equipment when it arrives or you call to enquire why your existing minimum term has been extended , if you were already outside  any minimum term a replacement box isn’t supplied without a new minimum term , but you do have  the option to remove BTTV/EETV from your account if a new minimum term is unacceptable.

FWIW , if your STB was so old that it’s your property then asking for a replacement ‘for free’ would only be possible by accepting a new minimum term , but as you say it’s a ‘Pro’ box that’s not likely to be the case.

Nagraf

There has been no communication or notification from them and I know my contract for both Broadband and BT/EE TV is due to expire in June this year. I only found out they had extended me onto new contracts when reviewing my latest BT Bill at the beginning of April. I immediately registered a complaint and have heard nothing since. So as per OFCOM, I am now waiting for the 8 weeks for a reply before I escalate this matter and cancel the contracts in June. That I am entitled to do as per OFCOMS advise as this is called slamming when contracts are extended without prior consultation or agreement and classed as an illegal practice. I suspect that the person on the other end of the on line chat is either trying to get a commission or is incompetent at his job when sending out replacement kit for faulty kit. Trying to talk to someone is a nightmare and they basically send you to their on line chat to deal with them quickly. Look where that has got me.

southsidergs

All it would take would be a simple call/chat to say "I don't want my new contract cancel it within the 14 days please" you could probably have it solved already in the time you've dealt with it while waiting for a response to the complaint too