BT Contract Dispute

Thomas_C89 · 12 October 2017 at 1:30PM

Hi all,

It looks like I've reached the end of the complaint process with BT and we're at a deadlock.

To provide some context:

I renewed by package in November last year over the phone and at the time I asked if we would still have all of the same channels as the (at the time) current package. My main concern was losing the BT Sport UltraHD channel, so I even asked specifically about this. I was advised that we wouldn't lose any channels.

Now fast forward nearly a year after I've been largely working away from home and haven't really been using the package, and I now notice that we don't have BT Sport UltraHD. I phoned BT in the first instance, the best they could offer was paying £21 extra a month to get this channel... no thanks!

So I lodged a complaint citing the advice given to me during the call when the order was placed and asked them to check the call recording. I'd be equally happy to hold my hands up if I had misheard or read the sales rep wrong.

Now BT are saying that they cannot produce/find the call recording and that them sending me the email confirmation is sufficient proof of what I ordered. IMO the call contains the evidence of the terms I agreed to.

So basically I think the last step is to go to the ombudsman, but I'm in two minds whether it's worth the hassle or if I should just wait out the contract term and get rid of BT as soon as I can.

Has anyone experienced anything similar? Should I stand my ground if they cannot provide evidence of what I signed up to?

Thanks,
T

littleboo · 12 October 2017 at 1:46PM

Does the email say that you will get UHD channels?

JJ_Egan · 12 October 2017 at 2:04PM

Do you have the BT UHD TV box ??

Have you used your BT members community forum ? . This may lead to a top level CS taking up your case .

Thomas_C89 · 12 October 2017 at 5:09PM

Hi both,

The email I got from them just says:

"As a BT TV customer you can get access to the BT Sport and AMC channels."

Yes I have a UHD box. Like I said, I had the BT Sport UltraHD channel in my first year with BT.

I haven't been onto their forums yet, but it might be an option.

From a legal standpoint I just don't know if I can stand my ground by saying that they would need to provide proof of me agreeing to the terms.

bris · 15 October 2017 at 11:38PM

Two problems you have is that 1. You can't prove your case, they can and 2. You have accepted this for nearly a year.

To win this you would have at least needed to bring any action shortly after your deal renewed to have a chance, nearly a year later acceptance has definitely taken place and agreeing to the contract is not in doubt here.

[Deleted User] · 16 October 2017 at 9:23AM

Thomas_C89 wrote: »

From a legal standpoint I just don't know if I can stand my ground by saying that they would need to provide proof of me agreeing to the terms.

You skipped the question earlier asking if UHD was mentioned in the email, reading your other posts I'm guessing not? If so then they do have proof and it's not in your favour.

iniltous · 16 October 2017 at 10:39AM

What TV pack are you getting, Starter, Entertainment or Max ?, as far as I can tell you only get the UHD channel on 'Max', the email or whatever confirmation you got 11 months ago presumably states the TV pack agreed , what does it say ?
If ( nearly a year ago ) when you presumably renegotiated a new deal, if the basis of the deal was based on the 'entertainment' or 'starter' TV pack then I doubt getting the UHD was ever a possibility, but if you got standard or HD 'BT Sport' it's truthful to say you got the channel, if not in the way you wanted

As it's almost a year since you accepted this deal, and you didn't even notice the absence of the UHD channel till now, and you appear to be intending to quit BT TV anyway, I would say forget it and move on

BT Contract Dispute

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