How do I go about cancelling my BT contract due to...

I joined BT in December 2012 when I moved home. I have had to move again and gave a weeks notice that I would like my service transferred to my new address, was told that my services will stop the night before my move and that my phone service at the new address will become effective by midnight the day I move and that an engineer would be sent out to re-install my infinity broadband but this was the start of frustration for me. My phone line did n ot work, there was no TV for the children and no internet access. I made calls from my mobile with the hope of resolving this immediately but was passed from pillar to post, told to perform some magic on a 'dead phone line' as it appears they found it difficult understanding what my call was about.
managed to speak with a lady few days aftwerwards who promised heaven, stating my phone line would start working midnight the day I spoke with her but this was not the case and then I had to call again to explain and express my frustration. Spoke with a guy who apologised and said my phone line would start working midninght but this did not happen until very late the next day so this meant we were in the new house without phone, tv and broadband...the children must have been pleased. Anyway i have made millions of calls to BT trying to resolve this. An engineer was called out to fix the problem and my husband had to take time off work which meant loss of income for 'a problem not fixed' as the Engineer disgracefully sadid he had only been told to fix the broadband but his visit made things worse, or was it a 'coincidence' as my phone line now went DEAD!!! for several days, with yet more calls made to BT without any joy. wrtitten to the CEO without any response.
I must have asked and spoken to about 20 staff but all with empty promises and most did not appear to be helpful. I was promised call backs at times which seldom happens but all giving and cancelling appointment dates. We have now being inb this house for 3 weeks and 3 days and I have had enough and would like to cancel my contract as BT as they are definitely in breach of the contract as I have had to take time of work (I am a Nurse) to wait at home for their 'Invisible Engineers' and now I have no more patience as the children can't really surf the internet as the 'free WiFi given cuts out every now and then and my daughter who is applying to the Universities is getting frustrated every day and this is taking its toll on us. I am now at home today 9/9/13 and waiting for an Engineer to turn uo between 1-6pm to fix this probelm. Plkease tell me, do I have enough grounds to 'Finish off with BT if this guy does not turn up today? I feel like I am living in the 3rd world country with no TV and proper internet for 3 weeks', thank God the phone line is working now. Any advice will do as I have had enough.

Hi jgirl,
Thanks for you post, I am really sorry to hear about all the issues you experienced with your install. If you need any help with this please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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I recently encountered the now seemingly infamous iOS7 upgrade wifi bug. After upgrading to iOS 7.1.1 my wifi was subsequently knocked out. After reading skimming the forums and trying a few of the suggested work arounds I was still unable to get my wifi working (at all). I decided to wait for the next software update assuming Apple would fix the bug. What can I say? I like to believe people are inherently good and accountable. No such luck. When I went back to the forums for a better understanding of the problem I was (somewhat) surprised to discover the magnitude of the issue. For me, the end result was a new FREE iPhone despite my warranty expiring several months ago.
Try all of the (reasonable) suggested solutions. They did not work for me but that does not mean they will not work for you - no seriously actually try them:
I turned off wifi and bluetooth, set the phone to airplane mode, turned it off, left it off for several minutes, turned it back on - Nothing.
I reset my Wifi Router - Nothing.
I reset all Settings - Nothing.
I reset my Network Connection - Nothing.
I did a Soft Reset - Hold down the power and home buttons simultaneously and do not release until after the screen goes black and the apple logo appears. - Nothing.
I did a Hard Reset (aka Factory Reset) - BACK UP YOUR PHONE FIRST. I connected to iTunes and performed a backup then hit restore (within iTunes). This can be done directly from your phone but if you're here because you're experiencing wifi issues your phone is probably not backed up to iCloud.
Genius Bar. BE POLITE but firm and know your stuff. They don't owe you anything. Well Apple kinda does, but the employees in the store didn't break your phone so don't act like they did. At the end of the day Apple wrote a buggy code and isn't acknowledging the problem or compensating it's loyal customers. The only way Apple will be held accountable for leaving so many customers out to dry is if customers demand it. However, the Genius Bar is not the place to take out your rage. When I went into the Genius Bar I explained the issue I was having and the steps I had taken in an attempt to fix it. I let her run all the tests and tricks she wanted (knowing full well they weren't going to work). She politely explained to me that I would need to purchase a new phone. I explained to her that I could not, in good conscious, give a company money to solve a problem that they caused. (Some people are crying conspiracy on the part of Apple to get people to buy new phones but I haven't drank the punch yet. - I only took a sip.) I asked if she could do anything else for me. She told me that AppleCare might be responsive to my issue despite my expired warranty as they are a separate entity from Genius Bar and have more authority to help customers. I (sincerely) thanked her (several times) for helping me and asked if I could speak to a manager just to see if there was anything else they could do in store. She said absolutely and that she would "grab a nice manager". I spoke with the manager and briefly explained the issue. I then explained my issue lies primarily with Apple's business model. I, personally, take excellent care of my devices and expect them to last more than a year. I expect that when I buy a device with a premium reputation and a premium price tag that it should be supported by the company for a reasonable amount of time. The iPhone 4s is still being sold in stores and Apple is already neglecting 4s customers - (WILDLY) unacceptable. The manager was very nice about it and expressed that I made valid points and my frustration was justified but yet no solution.
AppleCare. After stopping in the Windows store to check possible new phones I trudged home. (Despite my fortunate result I still have a sour taste in my mouth from Apple's method of forcing customers to spend money unnecessarily on constantly changing but marginally improving products. I'm now seriously considering a Windows tablet to replace my aging MacBook.) Anyway, when I got home I called AppleCare and had a very similar exchange with the associate on the phone as I'd had in the store and was subsequently transferred my to a manager. Again, I was extremely polite to the associate and grateful for the help but made a firm point of dissatisfaction with Apple. When I got on the phone with the manager our exchange was quite short but he acknowledged that because the issues arose from a software update causing a hardware problem Apple would compensate me. (Yes, software can physically affect hardware. The CIA uses code to blow up bomb detonators masked as cell phones. It's dope. There's a TED talk about it.) In the end I got a new iPhone for FREE (with a standard replacement fee - ok Apple you won that round. It's still significantly less money I'd spend on a new phone from Apple or elsewhere).
Moral of the story: Be polite but demand more from the companies you made (filthy) rich. Companies don't care about their customers as much as they should and we can't sit around and wait for them to behave themselves. We need to demand it (even if it ruins our Sunday afternoons). I'd also like to make it known that several times during these exchanges that I'm probably ditching Apple for good. If you use that approach you should be ready to back it up. I'm probably not going to buy another MacBook as I'm a grown up now doing actual work and Apple's inability to play nice with others makes it really difficult to run much of the software at the level I need. (Programmers, you know what I'm talking about!) As for phones, I require much less of my phone. Beyond, you know, using it as an actual phone, I really only use the GPS, music, photos, and web browser so I've always been a fan of the iPhone. After this, however, I don't know if I'll be getting another. I don't like spending money when I don't need to, especially if it's just making fat cats fatter.
How to get AppleToCare about you (iOS7 wifi problem solved):
I recently encountered the now seemingly infamous iOS7 upgrade wifi bug. After upgrading to iOS 7.1.1 my wifi was subsequently knocked out. After reading skimming the forums and trying a few of the suggested work arounds I was still unable to get my wifi working (at all). I decided to wait for the next software update assuming Apple would fix the bug. What can I say? I like to believe people are inherently good and accountable. No such luck. When I went back to the forums for a better understanding of the problem I was (somewhat) surprised to discover the magnitude of the issue. For me, the end result was a new FREE iPhone despite my warranty expiring several months ago.
Try all of the (reasonable) suggested solutions. They did not work for me but that does not mean they will not work for you - no seriously actually try them:
I turned off wifi and bluetooth, set the phone to airplane mode, turned it off, left it off for several minutes, turned it back on - Nothing.
I reset my Wifi Router - Nothing.
I reset all Settings - Nothing.
I reset my Network Connection - Nothing.
I did a Soft Reset - Hold down the power and home buttons simultaneously and do not release until after the screen goes black and the apple logo appears. - Nothing.
I did a Hard Reset (aka Factory Reset) - BACK UP YOUR PHONE FIRST. I connected to iTunes and performed a backup then hit restore (within iTunes). This can be done directly from your phone but if you're here because you're experiencing wifi issues your phone is probably not backed up to iCloud.
Genius Bar. BE POLITE but firm and know your stuff. They don't owe you anything. Well Apple kinda does, but the employees in the store didn't break your phone so don't act like they did. At the end of the day Apple wrote a buggy code and isn't acknowledging the problem or compensating it's loyal customers. The only way Apple will be held accountable for leaving so many customers out to dry is if customers demand it. However, the Genius Bar is not the place to take out your rage. When I went into the Genius Bar I explained the issue I was having and the steps I had taken in an attempt to fix it. I let her run all the tests and tricks she wanted (knowing full well they weren't going to work). She politely explained to me that I would need to purchase a new phone. I explained to her that I could not, in good conscious, give a company money to solve a problem that they caused. (Some people are crying conspiracy on the part of Apple to get people to buy new phones but I haven't drank the punch yet. - I only took a sip.) I asked if she could do anything else for me. She told me that AppleCare might be responsive to my issue despite my expired warranty as they are a separate entity from Genius Bar and have more authority to help customers. I (sincerely) thanked her (several times) for helping me and asked if I could speak to a manager just to see if there was anything else they could do in store. She said absolutely and that she would "grab a nice manager". I spoke with the manager and briefly explained the issue. I then explained my issue lies primarily with Apple's business model. I, personally, take excellent care of my devices and expect them to last more than a year. I expect that when I buy a device with a premium reputation and a premium price tag that it should be supported by the company for a reasonable amount of time. The iPhone 4s is still being sold in stores and Apple is already neglecting 4s customers - (WILDLY) unacceptable. The manager was very nice about it and expressed that I made valid points and my frustration was justified but yet no solution.
AppleCare. After stopping in the Windows store to check possible new phones I trudged home. (Despite my fortunate result I still have a sour taste in my mouth from Apple's method of forcing customers to spend money unnecessarily on constantly changing but marginally improving products. I'm now seriously considering a Windows tablet to replace my aging MacBook.) Anyway, when I got home I called AppleCare and had a very similar exchange with the associate on the phone as I'd had in the store and was subsequently transferred my to a manager. Again, I was extremely polite to the associate and grateful for the help but made a firm point of dissatisfaction with Apple. When I got on the phone with the manager our exchange was quite short but he acknowledged that because the issues arose from a software update causing a hardware problem Apple would compensate me. (Yes, software can physically affect hardware. The CIA uses code to blow up bomb detonators masked as cell phones. It's dope. There's a TED talk about it.) In the end I got a new iPhone for FREE (with a standard replacement fee - ok Apple you won that round. It's still significantly less money I'd spend on a new phone from Apple or elsewhere).
Moral of the story: Be polite but demand more from the companies you made (filthy) rich. Companies don't care about their customers as much as they should and we can't sit around and wait for them to behave themselves. We need to demand it (even if it ruins our Sunday afternoons). I'd also like to make it known that several times during these exchanges that I'm probably ditching Apple for good. If you use that approach you should be ready to back it up. I'm probably not going to buy another MacBook as I'm a grown up now doing actual work and Apple's inability to play nice with others makes it really difficult to run much of the software at the level I need. (Programmers, you know what I'm talking about!) As for phones, I require much less of my phone. Beyond, you know, using it as an actual phone, I really only use the GPS, music, photos, and web browser so I've always been a fan of the iPhone. After this, however, I don't know if I'll be getting another. I don't like spending money when I don't need to, especially if it's just making fat cats fatter.

I recently encountered the now seemingly infamous iOS7 upgrade wifi bug. After upgrading to iOS 7.1.1 my wifi was subsequently knocked out. After reading skimming the forums and trying a few of the suggested work arounds I was still unable to get my wifi working (at all). I decided to wait for the next software update assuming Apple would fix the bug. What can I say? I like to believe people are inherently good and accountable. No such luck. When I went back to the forums for a better understanding of the problem I was (somewhat) surprised to discover the magnitude of the issue. For me, the end result was a new FREE iPhone despite my warranty expiring several months ago.
Try all of the (reasonable) suggested solutions. They did not work for me but that does not mean they will not work for you - no seriously actually try them:
I turned off wifi and bluetooth, set the phone to airplane mode, turned it off, left it off for several minutes, turned it back on - Nothing.
I reset my Wifi Router - Nothing.
I reset all Settings - Nothing.
I reset my Network Connection - Nothing.
I did a Soft Reset - Hold down the power and home buttons simultaneously and do not release until after the screen goes black and the apple logo appears. - Nothing.
I did a Hard Reset (aka Factory Reset) - BACK UP YOUR PHONE FIRST. I connected to iTunes and performed a backup then hit restore (within iTunes). This can be done directly from your phone but if you're here because you're experiencing wifi issues your phone is probably not backed up to iCloud.
Genius Bar. BE POLITE but firm and know your stuff. They don't owe you anything. Well Apple kinda does, but the employees in the store didn't break your phone so don't act like they did. At the end of the day Apple wrote a buggy code and isn't acknowledging the problem or compensating it's loyal customers. The only way Apple will be held accountable for leaving so many customers out to dry is if customers demand it. However, the Genius Bar is not the place to take out your rage. When I went into the Genius Bar I explained the issue I was having and the steps I had taken in an attempt to fix it. I let her run all the tests and tricks she wanted (knowing full well they weren't going to work). She politely explained to me that I would need to purchase a new phone. I explained to her that I could not, in good conscious, give a company money to solve a problem that they caused. (Some people are crying conspiracy on the part of Apple to get people to buy new phones but I haven't drank the punch yet. - I only took a sip.) I asked if she could do anything else for me. She told me that AppleCare might be responsive to my issue despite my expired warranty as they are a separate entity from Genius Bar and have more authority to help customers. I (sincerely) thanked her (several times) for helping me and asked if I could speak to a manager just to see if there was anything else they could do in store. She said absolutely and that she would "grab a nice manager". I spoke with the manager and briefly explained the issue. I then explained my issue lies primarily with Apple's business model. I, personally, take excellent care of my devices and expect them to last more than a year. I expect that when I buy a device with a premium reputation and a premium price tag that it should be supported by the company for a reasonable amount of time. The iPhone 4s is still being sold in stores and Apple is already neglecting 4s customers - (WILDLY) unacceptable. The manager was very nice about it and expressed that I made valid points and my frustration was justified but yet no solution.
AppleCare. After stopping in the Windows store to check possible new phones I trudged home. (Despite my fortunate result I still have a sour taste in my mouth from Apple's method of forcing customers to spend money unnecessarily on constantly changing but marginally improving products. I'm now seriously considering a Windows tablet to replace my aging MacBook.) Anyway, when I got home I called AppleCare and had a very similar exchange with the associate on the phone as I'd had in the store and was subsequently transferred my to a manager. Again, I was extremely polite to the associate and grateful for the help but made a firm point of dissatisfaction with Apple. When I got on the phone with the manager our exchange was quite short but he acknowledged that because the issues arose from a software update causing a hardware problem Apple would compensate me. (Yes, software can physically affect hardware. The CIA uses code to blow up bomb detonators masked as cell phones. It's dope. There's a TED talk about it.) In the end I got a new iPhone for FREE (with a standard replacement fee - ok Apple you won that round. It's still significantly less money I'd spend on a new phone from Apple or elsewhere).
Moral of the story: Be polite but demand more from the companies you made (filthy) rich. Companies don't care about their customers as much as they should and we can't sit around and wait for them to behave themselves. We need to demand it (even if it ruins our Sunday afternoons). I'd also like to make it known that several times during these exchanges that I'm probably ditching Apple for good. If you use that approach you should be ready to back it up. I'm probably not going to buy another MacBook as I'm a grown up now doing actual work and Apple's inability to play nice with others makes it really difficult to run much of the software at the level I need. (Programmers, you know what I'm talking about!) As for phones, I require much less of my phone. Beyond, you know, using it as an actual phone, I really only use the GPS, music, photos, and web browser so I've always been a fan of the iPhone. After this, however, I don't know if I'll be getting another. I don't like spending money when I don't need to, especially if it's just making fat cats fatter.
How to get AppleToCare about you (iOS7 wifi problem solved):
I recently encountered the now seemingly infamous iOS7 upgrade wifi bug. After upgrading to iOS 7.1.1 my wifi was subsequently knocked out. After reading skimming the forums and trying a few of the suggested work arounds I was still unable to get my wifi working (at all). I decided to wait for the next software update assuming Apple would fix the bug. What can I say? I like to believe people are inherently good and accountable. No such luck. When I went back to the forums for a better understanding of the problem I was (somewhat) surprised to discover the magnitude of the issue. For me, the end result was a new FREE iPhone despite my warranty expiring several months ago.
Try all of the (reasonable) suggested solutions. They did not work for me but that does not mean they will not work for you - no seriously actually try them:
I turned off wifi and bluetooth, set the phone to airplane mode, turned it off, left it off for several minutes, turned it back on - Nothing.
I reset my Wifi Router - Nothing.
I reset all Settings - Nothing.
I reset my Network Connection - Nothing.
I did a Soft Reset - Hold down the power and home buttons simultaneously and do not release until after the screen goes black and the apple logo appears. - Nothing.
I did a Hard Reset (aka Factory Reset) - BACK UP YOUR PHONE FIRST. I connected to iTunes and performed a backup then hit restore (within iTunes). This can be done directly from your phone but if you're here because you're experiencing wifi issues your phone is probably not backed up to iCloud.
Genius Bar. BE POLITE but firm and know your stuff. They don't owe you anything. Well Apple kinda does, but the employees in the store didn't break your phone so don't act like they did. At the end of the day Apple wrote a buggy code and isn't acknowledging the problem or compensating it's loyal customers. The only way Apple will be held accountable for leaving so many customers out to dry is if customers demand it. However, the Genius Bar is not the place to take out your rage. When I went into the Genius Bar I explained the issue I was having and the steps I had taken in an attempt to fix it. I let her run all the tests and tricks she wanted (knowing full well they weren't going to work). She politely explained to me that I would need to purchase a new phone. I explained to her that I could not, in good conscious, give a company money to solve a problem that they caused. (Some people are crying conspiracy on the part of Apple to get people to buy new phones but I haven't drank the punch yet. - I only took a sip.) I asked if she could do anything else for me. She told me that AppleCare might be responsive to my issue despite my expired warranty as they are a separate entity from Genius Bar and have more authority to help customers. I (sincerely) thanked her (several times) for helping me and asked if I could speak to a manager just to see if there was anything else they could do in store. She said absolutely and that she would "grab a nice manager". I spoke with the manager and briefly explained the issue. I then explained my issue lies primarily with Apple's business model. I, personally, take excellent care of my devices and expect them to last more than a year. I expect that when I buy a device with a premium reputation and a premium price tag that it should be supported by the company for a reasonable amount of time. The iPhone 4s is still being sold in stores and Apple is already neglecting 4s customers - (WILDLY) unacceptable. The manager was very nice about it and expressed that I made valid points and my frustration was justified but yet no solution.
AppleCare. After stopping in the Windows store to check possible new phones I trudged home. (Despite my fortunate result I still have a sour taste in my mouth from Apple's method of forcing customers to spend money unnecessarily on constantly changing but marginally improving products. I'm now seriously considering a Windows tablet to replace my aging MacBook.) Anyway, when I got home I called AppleCare and had a very similar exchange with the associate on the phone as I'd had in the store and was subsequently transferred my to a manager. Again, I was extremely polite to the associate and grateful for the help but made a firm point of dissatisfaction with Apple. When I got on the phone with the manager our exchange was quite short but he acknowledged that because the issues arose from a software update causing a hardware problem Apple would compensate me. (Yes, software can physically affect hardware. The CIA uses code to blow up bomb detonators masked as cell phones. It's dope. There's a TED talk about it.) In the end I got a new iPhone for FREE (with a standard replacement fee - ok Apple you won that round. It's still significantly less money I'd spend on a new phone from Apple or elsewhere).
Moral of the story: Be polite but demand more from the companies you made (filthy) rich. Companies don't care about their customers as much as they should and we can't sit around and wait for them to behave themselves. We need to demand it (even if it ruins our Sunday afternoons). I'd also like to make it known that several times during these exchanges that I'm probably ditching Apple for good. If you use that approach you should be ready to back it up. I'm probably not going to buy another MacBook as I'm a grown up now doing actual work and Apple's inability to play nice with others makes it really difficult to run much of the software at the level I need. (Programmers, you know what I'm talking about!) As for phones, I require much less of my phone. Beyond, you know, using it as an actual phone, I really only use the GPS, music, photos, and web browser so I've always been a fan of the iPhone. After this, however, I don't know if I'll be getting another. I don't like spending money when I don't need to, especially if it's just making fat cats fatter.

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