How to cancel a BT Mobile contract

soolin

I am at my wits end trying to cancel 2 BT mobile contracts.

The accounts are a almost a year old and as they are cash back offers I cannot cancel until month 12 but I don't want to have the contracts running past that date. The problem is I can't cancel.

I hang on the phone for days on end and when I do get to talk to someone they refuse to talk to me as the bT line is in my husbands name even though the mobile contracts are paid by me. They do have a letter on file from my husband confirming that he allows them to talk to me but it takes about another 5 minutes to persuade them to do so.

Once they do agree to talk to me they won't take cancellation instructions unless I wait in a further queue to talk to retentions. I did once get through to retentions but they won't take my cancelation request in advance, they said I can only call on the exact day, but they aren't entirely sure when that day is.

I then wrote in recorded delivery but never had a response. I've just waited 22 minutes in a queue again, had another argument about not being the bT line holder only to get told that they will not accept instructions in writing, and don't even have the letter anyway. They said it doesn't matter that the RM webpage says the letter was signed for, if they haven't got it then they haven't got it.

I did get cross when I last managed to talk to them and say that I would just cancel my direct debits then, but they said I would be in default and would be taken to court for non payment if I don't properly cancel my contracts.

Arghhh.

Soo

chandlerscroft

I just had a simular experience, cancelling, however cause i transferred my number with a pac code, I was told this cancels the contract, which has now happened.

I hope your dialling 150 from your handset.

If your not taking your number with you Next time book a return call with a Manager they will return your call within 48 hours cause they are so popular. but they can cancel a contract.

Good luck.

Murtle

Soolin do you know how close to the 12months you are?? Do you have your statements? or bank statements to show payment, you'll be able to see from there.

If you are having no luck cancelling them, ask them to convert them to PAYG, at least then you won't be charged the monthly rate for them.

Good luck - strange isn't it....Vodafone require their cancellations by letter....

rogerramjet

BT will accept to end the contract on the day it exactly 12 months. They will not cancel it before that date. After 12 months you can ring and they will cancel it on the day you ring, usually within an hour the sims will be blocked by them.

I had this problem with them myself in May this year, they wouldn't cancel when I initally rang as it was a month before I'd had it a year. When I rang them on the day it was up they wouldn't cancel it because I didn't have my account details....I retuned home (I'd rang them while I was away) and they didn't ask for the account number and canceled it.

If you have a problem due to the phones in your husbands name get him to ring or if he's not available get a male friend to ring them pretending to be your husband...as long as you have the info to give there should be no problem.

By the way, the fist time I rang them I was on the phone for 5 mins, second for 15 mns and the third and last time 10 mins.

pricefighter

I am in dialogue with them at the moment.Their time to to answer is appalling.

lemon-man

Emailed BT Mobile via BT.com and they replied:

"To upgrade your phone/cancel your contract you need to get in touch with the Customer Options team. They are available weekdays 8am-5.30pm and are accessible through calling 08000 322 111 and pressing 1 for Sales then 2 for the Customer Options Team."

Did the above and was told that you just ring up on last day and they cancel contract on that day, however just to make sure I also sent a letter to give 30 days notice.

InsuranceLiability

If you email them at BT.com (use the feedback form), they will tell you what date your contract ends. You have to ring them to cancel. After 27 minutes on the phone, I've got my PAC code!

gussie

Just spent 40 mins getting through to be told they are too busy at the moment to take PAC requests!

When I threatened to refer them to the regulator - the guy put me through saying I would be in a very long queue.

Waited 5 mins and got my PAC code.

Now hoping to get the free contract that appeared briefly this morning on the CPW site ...

Vodafone

Free Nokia 1100 with 12 months free line rental on Anytime 200

This fantastic offer is available on Anytime 200 with 200 minutes cross network minutes at anytime ...

Gussie :beer:

InsuranceLiability

Given that it is in BTs interest not to give you a PAC code and given that they state it has to be done over the phone, what's to stop them never answering the phone?

Does the regulator have any guidelines or laws on how they have to give the PAC code out?

Murtle

Nope, only that is *should* be given within *I think* 72 hours or something similar.

Vodafone, like to post out letters with them on, I got mine just before it expired!!!

FF99

Curious. A few weeks ago I got PAC codes on 2 different BT contracts, about a month before the contracts reached their 12th month. I had no problem with either contract (I called on one and my wife on the other). Although we did each have to speak to several departments, as this seems to be how they process the transaction, we did not have to hang on for any length of time on either call and on both, the PAC codes were generated and supplied whilst we spoke.

Even mnore remarkably, the PAC codes worked without any problem and we were transferred to Orange, 7 days later as promised by Orange.

I am assuming that I will be billed up to the end of the 12th month although the service terminated some weeks early, but time will presumably tell whether this all works smoothly or not.

Apart from in the very early days, I actually found BT Mobile customer service to be quite efficient.