Broadband cancellation?

Hi there, I recently got the BT Broadband, TV and calls package for £17.99 (around 5 days ago now). However while I'm happy with the TV and calls, I'm not satisfied with the broadband. How can I go about cancelling the broadband? Surely it's within my rights to cancel it without incurring any fees, since I've not even had the package a week yet?
From paragraph 2 of the "Your agreement with BT Payment Services Limited" section under Terms & Conditions:
You have a statutory right to cancel your agreement with BT Payment Services Limited ("BTPS"). That cancellation right will expire fourteen calendar days beginning on the day after you make your first payment
Thank you.

walkerx wrote:
if BT aren't supplying the service as stated then the OP can leave without any charges
I agree but OP must be receiving at least a 2mb connection to make BT Vision work so I think that is enough to satisfy the up to 8mb or 20mb claim that broadband is being provided
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Similar Messages

Phone Line and Broadband Cancelled by BT by their ...

Hi,
Just a bit of a sound off and if anyone can advise of anything I can do to speed this up at all.
At 10am this morning, I got an email saying that someone had cancelled my Line and Broadband, the charge for this was to be £142.50, as I was still within contract… and to contact them if it wasn’t me. So I did.
1hour and 4 minutes later, and through 5 different departments, it turns out that someone in BT has cancelled my services, by mistake, in doing so, it now means that I am a ‘new’ customer, with a new customer account number, and have to wait for another week for them to turn my services back on again. They will also be changing my phone number, which I have stated that I want to keep my own number!
They haven’t confirmed that they won’t be charging me the £142.50 ‘cancel’ charge, which I have told them I won’t be paying, as this was nothing to do with me.
What the he1l!!
So, I wondered if anyone knew, how quickly they can actually re-activate services that they have cancelled today.
Am I within my rights to just cancel this ‘new’ contract and go elsewhere? And not be charged for this new or old account?
I am just a bit annoyed that this has happened and that I had to waste my morning (at work) calling these fools, just to be passed from one person to another.
thanks

Hi suzi2013,
Welcome to the community and thanks for posting!
I'm sorry that your services were cancelled. I've had a look at your post and it doesn't make great reading to be perfectly honest!
I can help iron out everything from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
When we've received your details we'll get back to you.
All the best,
Robbie
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 that 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Re: Broadband cancellation charge

Appalled at BT service!! My broadband speeds are useless (this took forever to load!) they are between 2 and 4 Mbps! Spoke to an adviser re cancelling as I was not prepared to make do with such poor service when I am a paying customer each month! She was unhelpful and patronising and treated me with very little respect and made out I was lying re. My upload and download speeds. I asked to cancel my account with a months notice. She told me I could only do so if I paid £257!!!! Absolutely scandalous!!!! I am moving house too and said I did not want to take BT services with me. She was not helpful about this either. She stated I would need to take my services with me, install a new line and change the phone number the new home has had for over 30 years!! I am so disappointed at this treatment. I cannot afford £257 and do not wish to pay for calls and Broadband with such poor service.

jojobinks29
Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
You have a binding contract with BT, if you cancel during that period, you will pay cancellation charges as shown here.
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...
If you have problems with broadband speed, then help is available on this forum if you would like to post the details of your problem on this board.
ADSL/Copper Broadband Speed/Connection Issues
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Broadband cancellation charge

I have just been told I will have to pay a £30 fee to have my broadband removed from the exchange when my contract terminates. When I said I was not told at the point of sale that I would be charged if I decided to leave BT, I was told that it is in the terms and conditions. I have read them through twice over and I can't find any mention of this fee, the only fees mentioned are charges for leaving the contract early.
I certainly will not recommend BT Broadband to anyone now

WatchdogTS wrote:
toekneem wrote:
As regards your second point, I would certainly not sign you up as my lawyer. There is no way an ISP would lose this in a court of law. Why on earth would an ISP cave in on charging you the customer this charge when they are being charged themselves.
If I was a lawyer I would advise you that it is not practical or prudent to challenge a company in a court of law for £30 .00 Consider it money well spent to be rid of BT for good.
A lawyer who quickly changes his mind:
Quote"I bet if you decided to fight this in court, they would cave in because what they are doing is not honest and up front. Then again, who wants to waste time fighting over £30.00, that is exactly how they get away with this **bleep**.2
I believe you were the one to make the court suggestion
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Broadband Cancellation - Pain

Having the standard unpleasant experience with BT, so am trying to leave. As part of the crazy leaving charges there is a £46 charge for the hub!!!! Am I alone in thinking this is nuts? The thing is so bad I've had to plug in my own router to get a decent wireless signal.
Yet again I regret the day that I signed up with BT..... So sad that such a big company delivers such a poor service/experience....

Also, your comment about industry standards; poor service may be the norm but that is no excuse. Just because everyone's **bleep** doesn't mean one can't try to be better.
Yep again, though I wasn't offering an excuse. It's a fact of life called the free market.
I disagree. The free market doesn't in any way inform the inadequacy of service standards in any industry. Quite the opposite; the free market encourages supplier competition, and a key differentiator between providers is the quality of their service (and products).
Sticking with BT sounds like a 'better the devil you know' attitude. The only way BT and other suppliers will learn that they need to improve their products and service is if customers make their feelings clear; often as consumers the only route to do that is by taking ones business elsewhere.
Except that getting in the grip of another poorly-performing firm doesn't encourage them to buck their ideas up.
Therein lies the benefit of quality research; let me fill in the background - I signed up with BT for Infinity because at the time it was the only option for me in my area. I went in with my eyes open, expecting BT to c*ck up everything, and I wasn't disappointed; I was, however, astonished by the sheer dreadfulness of the whole experience. BT really did plumb the depths of ineptitude with an alacrity I thought impossible. Having endured them for 18 months, I couldn't wait to move to another supplier, and spent a long time researching and talking to the other options before I settled on one who provides a real human, in the UK, to talk to; who has a team of technical staff who understand that not everyone is a technophobe or lacking the aptitude for anything other than 'turning it off and on again'; who deliver what they say they will, when they say they will; who don't keep me on hold for hours on end and then cut me off; who take the payment they say they will on the right date; and who take responsibility and ownership of things. BT could learn a lot from them.
The big problem BT and other large corporates have is an inability to take ownership of a problem and resolve it; the onus is always on the customer to chase up the problem, never the other way round. It's not my problem if a supplier's busy, or their system is broken, or their department is closed - I pay for a service or product, and it should not be up to ME to resolve any problem that occurs at the supplier.
I've lived long enough to witness the deterioration. The only effective route to a solution is regulation or public ownership. Imagine the squeals then!
You and me both have lived long enough to see that; however, I don't agree that public ownership is the solution. Look at the underperforming health service, prison service, police force, overspend in the armed forces, ineffective HMRC, poorly run border controls, etc. As a privately run business, BT has the opportunity to make itself work - it has all the tools offered by a competitive free market, and it can differentiate itself by freeing itself of the shackles of the 'but that's the way we've always done it' mentality. If just for once a BT employee would use their initiative and poke their head up from behind the 'it's not in the script, it's not company policy, it's not my department' parapet and resolve a customer's issue for them, that happy customer might start telling people how good BT is, rather than, as is normally the case, how diabolically awful they are.
That's me done. Goodnight.
Seeya... good discussion :-)

Cancellation Fees AGAIN

To anyone reading these forums - if you're thinking of going to BT make sure you do your research and have a printed copy of the T&Cs handy at all times when discussing with them your bill, especially when leaving/cancelling.
I honestly thought this was resolved. Woke up this morning to find an email saying 'Final bill' and my heart did a jump as I thought this was the bill that said £0.
Background: I moved house and BT couldn't provide the same service at the new house and therefore said were liable to waive the fees for the contract being cancelled. Fair do's. All hunky dory. Then I received the bill saying I owed £79 cancellation fees. I spent nearly 2 hours on the phone speaking to 4 different people over two separate days (Sunday/Monday) to solve this. Your weekend staff in the 'Billing Department' need to be re-trained as they were rude and ill-informed. The lovely gentleman in your customer service on the Monday was fantastic and so helpful. The others were not. I was repeatedly told that I had cancelled mid-contract and the fees were to be paid. I argued diplomatically that they were wrong and was told I was wrong on all 3 times with the other members of staff. I eventually had enough, and contacted online (the previous time I couldn't as it was down) where Tracey eventually resolved the situation, cleared the fees and put a definite note on my account.
NEW BILL WOE: Received final bill of £124.43 in Broadband cancellation charges. It's there on that bill with the £79 fee waived. Once again, under Package, it says 'You cancelled this service while on contract - so this charge is for your Package to the end of your contract'. WHAT PART OF I DO NOT HAVE TO PAY FEES DO THESE PEOPLE NOT UNDERSTAND?! As you can tell this has really riled me as I thought this was resolved.
I am now online chatting to Anil who has said he has now resolved this for me, albeit without a reference number. I will be making a formal complaint as this is beyond a joke. The customer service staff have always been helpful, but as soon as I have to deal with anyone else it all goes to pot. Weekend billing staff didn't seem to be able to read notes on accounts or understand their company's own T&C's.
Hopefully this will be the last time I am writing on here and you people don't need to read my whinging.

Hi Nebski,
Welcome and thanks for posting.
I'm really sorry for the mix up with these charges. If we are unable to provide the service at your new address then cancellation charges definitely should not be raised.
No need to worry as I can get you sorted from here. Click on my username and under the "about me" section you'll see the link to get in touch with us. Please include the link to this thread when you complete the form.
Thanks very much,
Robbie
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 that 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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Cancellation of BT Services

I have recently purchased a property on a new estate in Andover Hampshire.
When I tried to arrange a move of my BT services (Broadband Infinity 2 etc.) I was told the area is not serviced by BT and that I would have to pay service cancellation charges of almost £350. I was not aware that BT could not provide service when I paid my reservation fees on the property.
The estate Im moving to is serviced by a company called "See the Light" (STL) and they are currently the sole provider for telaphone and broadband services for the area. STL build and operate residential fibre networks, mainly on new build estates. They also offer unbundled services that other operators can purchase wholesale and resell onto residential customers.
In my case BT have not purchased any unbundled services from STL, and I am having to fork out almost £400 to cancel my BT services as a result.
My (laymans) understanding of BT and their cancellation charging policy is that if a customer wanted to move their BT services to a new address, but BT are unable to service that address, then the cancellation charges are waived.
I have been a BT Telephone line customer at my old address (moving in two weeks time) for over 10 years, and an Infinity broadband customer for almost 3 months.
BT are quoting £30 broadband cancellation charge, £255 for cancelling my telephone line and £65 for the Broadband router.
Given that I actually WANT to stay as a BT customer, but they can't service my home, do these charges seem fair??
Thanks,
John.

Hi John,
Thanks for posting. I'll take a look at this for you and clear up any queries you have. Drop me an email with the details, including the new addres, and I'll check it for you. You'll get the 'contact us' link in my profile.
Cheers
David
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 :-)

'hidden' cancellation charges

I just wanted to say that I tried to cancel my phone/broadband service as I'm moving out of the country, and was disappointed that there was no option for me to do so online. I was also very annoyed that, when I called to cancel my services, I was told that it would cost £30 to cancel broadband, and I would be charged for 30 days on my phone. As it was a shock to me, I asked the advisor to show me in writing. I have nothing but nice things to say about the person who helped me (who emailed me links referring to the policies- which took forever to find, even though we were both working on it!), even if it wasn't the answer I was looking for. In future, could I suggest that this information is more prominently displayed on the 'moving home?' pages? I understand that it's buried in the terms of service contract somewhere, but it would be a lot more customer service friendly to have some text on the moving home page that lists the charges.
Solved!
Go to Solution.

It's not a moving home charge but a broadband cancellation charge. It only applies when BB is terminated, not if a customer moves home or changes provider. See para 40 here: https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28234&pageTit...
You can click the white star next to this message if you think it was helpful.

Super slow broadband since install 4 December

i have had 3 engineer visits who say line is good, my speed has stayed the same 1.2meg, it sometimes goes really bad that i just can not get on line, i phoned tech support who just keep telling me wait 48 hrs, they are just plain useless, who can i next complain too next. if they can not get me speed up, then i want broadband cancelling with out penalty, and i will move too sky or talk talk

This problem went away when OS X 10.4.7 was released.

Help - I'm having a nightmare with BT

I have spent so many hours on the phone to BT over the last 3 weeks it is unbelievable.
I called originally on the 25th Feb to change some things on my account ( I wanted to resign my broadband, cancel off the 4.99 security that I had never used and cancel one of the two lines I have coming into the property and renumber the remaining line to the one that I wanted cancelled).
Someone ( I have his name) said he would do this for me and then call me back the next day to get the line requests sorted out (as I had to get off the phone as a customer had came in). The next day came and there was no call. I then received a letter that the line I wanted cancelled had been resigned for 5 years! So I called up and tried to speak to the guy from Skelmersdale again, couldnt get to him so someone took the details of my call and created an issue with ref No IMP1182842. The guy called me back 2 days later and we went over the call, he remembered speaking to me and apologised for getting it wrong then said he would get the 5 years taken off and put through the request I asked for with the lines. He said it would take 48 hours or so but he would email me when it had been done. No email came
I kept checking the line and after 4 days I realised that nothing had been done. So I call again, can't get to him again, someone takes my details, tells me they can see he is in office and online so they will send him a message. Eventually they say he has responded and he will call me that day. The rep on the phone said he would send me a 2 way text and if the guy from Skelmersdale didnt call back I had to reply to the text and he would chase. No 2 way text arrived so I couldnt get back to him.
Then I call again, go through the same tedious explanations to a completely new person, Again he sends a message to the guy at Skelmersdale who then calls me that day. I explained that he still hadn't done what he said he would do as both lines were still active and he said that he would physically go up to the team that would do this request and he would make sure it was done within 24 hours this time and he would call me back before the day is out to confirm that it had been done. I received no call back and the line requests werent actioned.
So I need to call again, speak to someone new, he sends a messgae to this guy and his manager, they guiy said his manager is now dealing with this and that he would be in touch before 1500 that day. This person also says they will send a 2 way text. This text arrives this time. Unsurprisingly, I do not get a call by 1500 so I send a text saying so. I don't get any reply but this was 1500 on Friday just gone so I thought I would give it till Monday as it says 2 hours on the text. on Monday at 1000 I text back again saying I still havent received anything from the manager at Skelmersdale. I have still not had a call back from this 2 way text.
So I need to call again, through the same process with another new person, they tell me they will take ownership and send a message to the manager asking why he hasn't responded to me. She said she was going to be off on Tuesday but she would call me 1st thing on Wednesday morning to check if he had called. She also said she would send a 2 way text. I told her that this process hadn't worked before but she said there's no reason why it wouldnt work as they use this system all the time and she would call me back regardless on Wednesday anyway (today). I never received the 2 way text from her.
It is now 1116 and I just can't bring myself to speak to anyone in your company again. The incompetence is staggering. The level of customer care is atrocious and nobody take ownership of problems, they are always passed off elsewhere. I am hoping one of the mods on this site can help because I can't face going through this whole debacle with someone new again.
I am a small business owner and I shouldnt have to go through all this for a relatively simple request
Solved!
Go to Solution.

Welcome to the BT Residential Customers forum
As you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/
One of the BT employees on that forum should be able to sort things out for you.
The mods on this forum can only deal with residential problems.
Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Problems Moving Home

I phoned BT to advise them that I was moving home on the 28 June, and that I would like to transfer my phone and broadband to my new address, the phone line was turned on but I was told broadband would not be available until 5 July. I was told that my login address would change by adding a 1 after the first part of my login. I have received new login details but my homehub still works with my previous details, which confuses me a little.
This morning I received a final bill for my previous address which included cancellation charges, I phoned and after the usual 20 minutes of automated voices was advised that the charges would be waived.
Now I receive an e-mail to say the e-mail address I held previously would be terminated, and they were sorry to see me go. The prospect of my third session of automated merry go round does not appeal. My request seemed simple enough, transfer my services to my new address, does anyone have any advice please?
Solved!
Go to Solution.

Hi all,
This is my first post here, I have had to join to see if my problem may be sorted or advice given for a resolution.
I also called BT back on the 10 May 2010 saying I was moving home on the 20th, When the time came they had cancelled my Broadband and activated only the phone line. BT assured me I would have Broadband setup in the following week, which didn't happen. So I called again, and the same thing was promised, which didn't happen. A month later I was in the same situation, so decided to move to another provider (Sky and Virgin telephone), however, they said that my line was not BT's. I assured them the bill I was getting was from BT, so they said that ot must have been an error on the side of BT and therefore they couldn't give me broadband unless they ordered another phone line from BT!. I went back to BT yet again (must have been the 6th time by now, and requested to get my broadband cancelled.
I reapplied to BT Broadband shortly after around 5th of Aug 2010 and received the equipment the following week but was later called and assured I would get broadband by the following week, Last time I was getting broadband was on the 12th of September... just to let me know that it wasn't done and that I would have to wait until the 20th of September... now, guess what has happened today (20th) ? nothing. Still waiting. What is happening to BT? Had been a loyal customer for quite a few years now. I am very dissapointed.

BT line slammed by SKY

Like other customers I have been advised numerous times my problem would be resolved each time I have been promised call backs guess what no call backs.
My problem is my telephone line has been slammed by SKY, BT have acknowledged this, they have also advised me that my e mail is on file telling them not to allow sky to take the line. On the 2nd January 2010 SKY slammed the line and took it over I only found out later when I received a detailed statement form SKy with telephone calls on it as from the 2nd January 2010. When I contacted BT first they were not aware my line had been taken over, and were adamant it was still with BT I faxed my copy of my SKY bill to them they soon changed their mind and admitted SKY had slammed my line this is the terminology they use for this.
They advised me to contact SKY this I did the guy at SKY admitted what had happened despite having a e mail from me advising I was not taking up the deal/offer they had offered me I was to stay with BT has they had now matched the SKY offer. The guy at Sky said he could close the account forthwith but said I would then be left with no telephone line or Broadband. The broadband is still with BT as I did not supply the MAC code to SKY, he advised me to contact BT who would then get the line back.
This I have been trying to do I have an incident number, I have spoken with a JO ANNE BISHOP a REF TERESA a Tim a Daniel and a Matthew all of which promised it would be sorted out. I have out of pocket expenses with SKY of £30 plus £11 line rental. I have also just had a direct debit taken from my account by BT in the sum of £213.32 which includes a £30 cancellation charge and a £165.20 broadband cancellation charge, I have cancelled nothing I still have my Broadband with BT my line is with SKY.
Can you please advise how do I sort this out I am talking to a brick wall at BT. I have advised them I am registered disabled with a serious heart condition, I simply cannot take the stress of trying to sort this out are you able to offer any advice please.

Hi delboy0127,
Sounds like you have had a hard time of it. I'll be happy to lend a hand and get this sorted out for you.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send to the email address in my profile and mark FAO Craig please.
I have removed a few personal details from your message for your safety. It can be dangerous publicly posting private information.
Thx
Craig
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 :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Help needed-setting up account online

Hi everyone looking for a bit of advice.
I used to have a bt sport account with BT which i used to log in with my current e-mail address. When i moved house i left sky phone/broadband, cancelled my bt sport and took out BT phone/broadband account but it is still assuming i have a bt log in with my email address - linked to my old account. This is preventing me from being able to register on with my email address to my new account.
Any ideas how to get this fixed?
Any help appreciated.
Thanks

I only meant for the initial signup e.g. bobbobbins@ hotmail or gmail - something like that.
I assume once you have the initial signup you would then be issued with a new BT email account which you then use for your BT Id - and sport etc? E.g. [email protected]
Have I misunderstood - is it an existing BT email account that you have that you wish to keep?

Disgusting Service From BT

Where do i start......
I signed upto bt calling plan and broadband option 2 on 28 feb 2011, my phoneline was a 12 month contract and my broadband was for 18 months.
Ref number ( 1309184376 )
Everything seamed to be going ok until one day october 2011 i called BT to ask them to remove a calls addon ( anytime calls ) so i could go back to just free evening and weekend calls.
I spoke to a lady who told me the addon would be removed by my next bill, she seamed to be very clear on that, call ended as i was told everything was in order.
Two days letter i have no internet, i call bt to say that i have no internet.. BT advisor asks me for my account number, i give them it, Bt then tells me "im sorry but you do not have a broadband account only a phoneline with us"
I try to explain to bt that i do have bb with you and i had it until 2 days ago... bt lady looks into it im on hold for 5 mins,
Bt lady comes back to me to say "yes i can see you requested to have your broadband cancelled a couple of days ago" i said ihave not requested this...
BT lady says "yes you have, and we have terminated it, and you have been billed over £140 in charges"
Totally shocked and feeling dizzy abit by all this... i ask to speak to someone in charge...
I get to speak with someone in complaints, who tells me that BT have made a mistake and bascily cut me off and deleted my broadband account.
Im told that the only way to get back online is for BT to open a new account for Broadband which will take 7 days. I told BT that i dont want to sign up for another new contract and BT complaints told me that the new account would work off my old contract date 28 feb 2011, i was that would not be changed or affected.
I said ok to this, i also asked for ref to this call which i was told i didnt need as all this info would be noted on my account.
Bt told me that the charges they took from me would be given back, but i had to wait another 7 days for this to happen.
I got my money back but, but then problems seam to get worse.
Once i got re-connected i my internet 3 days after went offline, i contacted bt again i explained what had happened last time i spoke and bt told me there was no info or notes on my account regarding me being cut off, i was told my contract started on nov 2011 foe 18 months...
Totally gob smacked i said to bt that i had spoken to complaints department about this and they dealt with it all, BT advisor told me there was nothing on my account to show any old disconnections or closed accounts.
If it were not for me saving my paper work via royal mail then i would not have had much proof.
After telling BT that i had all origanal docs to back me up, bt got back intouch to say sorry we made a mistake.
My net was back online and i was told these errors would not happen again as my account had been noted yet again about mistakes made to it.
1 month after all this, my net has died again, i contact bt to see why, BT said ( the heavy rain has affected your router, and therefore your connection is off and on till better weather comes ). I said how can rain affect my router inside my house?
Im told bad weather is to blame and that my homehub3 wont work when there is heavy rain.
Ive never heard anything so stupid in my life......
I asked how can rain affect a wired router indoors ?
Im told its the weather and it will be fixed soon, im asked to reboot my router then turn it off for 2 hours then put it back on.
3 hours past and i turned router on all was working, but it was still heavy rain outside,,, how odd? when i was told the rain makes it stop working.
2 months on my net again is offline i ring BT to ask again whats wrong now and im told this time that my connections fine and to reboot my router. I told BT that im fedup with the service here and that when my contract runs out in Aug 2012 i will not be renewing. But the BT lady said to me your contract runs longer than that and if u leave in aug you will get charged.. again getting angry and stressed over constantly being told my contracts changed i ask to speak to someone again in complaints.
Im put through to someone who... it goes like this .. " What" i say hello who is this, and someone says "WHAT" i ask are you complaints? and they say "yes, whats wrong" i said areu not going to ask me my name or account number?
And the guy says "no" then hangs up on me.
I ring back to complaints and suprise suprise no one knows about the call i just made, no one has any info about what just happened?
The lady im through to this time asks me my name and account number then my issues, i go over it all again what happened to my account and that i was told it would be all fixed. At this point im fedup with having to explain myself over and over and over again.
Bt look into my account and say they have noted that my contract ends in aug 2012 and that iwont get any charges. I ask again to make sure and im told in a rude manner like there angry at me " it is all done now is that all" i say yes im about to say thanks and the lady says goodbye, i just say ok bye and leave it at that.
in july 2012 i contact bt to tell them im leaving in aug and i request that i have my MAC code so i can move to (plusnet) im told thats fine and that i must ring back in 2-3 weeks for the MAC code.
I ring back in 3 weeks for the code and im giving it, BT say they are sorry im leaving, I give the MAC code to plusnet 2 weeks after i move to plusnet with broadband and phone.
My account on BT shows as phoneline contract moved/ended. But my broadband shows as active even when plusnet are using my mac code and im using their internet.
I contact BT to ask why my BB is still in use, and im told my broadband has another 8 months or so left, totally disgusted and shocked i again have to explain about my account being deleted by mistake and what bt told.. and that bt had told me many times it was all being sorted and i had not to worry, but ive worried every month since the whole mess started.
Im passed around to different people then im told by someone in complaints that im correct about everything ive said about my account. But im told bt BT that plusnet did not let BT know they had my MAC code?
Im told by Bt to contact plusnet and tell them this issue, i contacted plusnet who told me that they did contact BT and that by using the MAC code also proves ive switched over too.
BT tell me that because ive not told them i was moving " which i did " I still have a contract for broadband, bearing in mind it was supposed to me logged on my account that my contract ended for my bt services in Aug 2012. Also on my account it was stated that i would be able to leave without any charges... as i was going off my orignal contract date.
Bt said they would post me paper work of a final bill and that there would be no cancellation charges and everything was in order.
This was a few week ago, today i get mail to say i have a final bill of £11 to settle, i login to my bt account and pay it, then my broadband account says next bill is after next month ????
I contacted BT today to say how can i have another bill, i was told i leave this month, im told over the phone by complaints that they are sorry.
Im told " We have a manger looking into it now and that your account should have been cancelled and that its not correct for it to be still active " Im told again that i will get paperwork in a couple of days to say that it closed and that any extra bills ive paid for will be given back to me from july 2012.
But how is it that all these mistakes have carried on happening ???
Im sick to death of contacting BT support/complaints and being told its all being looked into then months down the line, no one knows whats going on..........
Im disgusted with the way ive been treated at BT.
As it stands ive asked to speak to the people above complaints department and im awaiting a call within 48 hours, i want to push this complaint right to the top after i said that this has caused me nothing but stress and a feeling of sickness. Im told today on the phone that BT do not compensate for all the stress they have caused me.
What are my rights here ?
BT admited to deleting my account, but i feel tried to cover it up! And sign me upto a new account for longer period....
As it stands now im waiting 24 hours for bt to remove by broadband account... then thats me done. But ive heard this all before... ive saved the chat log i had with the complaints department today, which also had a ref to it.
And how is it that BT told me my phoneline only supports 8 meg, when with BT i only ever got between 6-7 meg speeds, but ive been with my new isp a few weeks now (plusnet) and for the first 10 days i was getting 10 meg speeds, after the 10 day cooling period i get 9 meg speeds.
But BT always told me my line could ONLY support 8??????????
I feel disugested and cheated and sick about the way BT have handled my accounts and the way they have spoken to me over the phone. I wish i had never ever signed upto BT.
So what happens now then ? do you just sweep me under the carpet with any other customers who have had same issues?
Will BT actully do anything about this? Will BT learn from this? Will BT send me a letter via post explaing what went wrong and that they are sorry ???

Hi ukste,
I am really sorry that you have had so many problems with BT. Your post makes for some grim reading and I a terribly sorry that your straight forward requests went so badly wrong.
I'll be happy to have a look over things as they as stand at the moment and ensure that the closure of your account and cessation of billing occur without problems. The Mod team can act as a single point of contact for you which will save a lot of confusion and give you a direct route back to the same case handler.
Once you are satisfied that everything has been taken care of we can review your account and find out what went wrong and why and then pass are findings to the individuals involved along with their managers to stop this sort of thing happening again.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
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 want to cancel my broadband and pay off my debt.

Recently I was shocked to discover that my direct debit had been altered to £73.50 a month! I was informed, upon contacting your billing people, that this was due to a number of phone calls I had made. I have since discovered that the internet phone which was provided with the Option 3 Broadband package is no longer being produced and, therefore, my free evening and weekend calls no longer apply. No warning was given or any information about this passed to me! I have been informed that the onus was on ME to find this out! I entered a contract and the terms of that contract were made clear to me and that contract has been broken as far as I am concerned.
Ever since I made the terrible mistake of signing up for BT Broadband, I have been treated appallingly and it is my wish to cancel my Broadband and no longer have anything to do with British Telecom or its services. From day one my speeds were absolutely ridiculously slow and I had to go through the indignity of calling an Indian call centre who's staff would give the constant run around with the usual "Switch it on and off again" stupidity. We are talking speeds of less than 1meg which was not what I was paying for. I was even, on a few occasions where I said there was something wrong with the line, called a liar and had the phone slammed down on me. Throughout this time I was charged £65 a month which was way over the agreed amount but I accepted this as I was told this was the charge for installation.
This £65 bill went on for longer than I care to remember (And certainly much longer than was necessary to pay off the installation charge!) so I contacted one of your staff who agreed that I was paying way more than I should have been and so the charge was reduced to £40 a month. I was told that it would always be £40 a month and was assured that that was set in stone and would not change. Once again your staff have lied to me.
I spoke to one of your staff recently, after they had contacted me enquiring about my cancellation of the direct debit (I had no choice as we have no income and are awaiting news on benefits and have a chronically ill baby son so any money we do manage to scrape together goes on train fairs to Great Ormond Street for his treatment. I also have a chronic kidney condition which is potentially fatal and have had to give up on my own medical treatment, essentially condemning myself to death, as I can no longer afford to get to my own appointments. I include this information to illustrate just how terrible our financial situation has become.) explaining that I wished to cancel my BT Broadband and phone package as I am moving home and simply cannot afford to have a landline and internet package anymore. I was advised that I should wait until I had further information on my move, as the moving in date had not been set yet, and call again where I would be able to cancel my package and come to an arrangement to pay off my debt (Which would be around the £140 mark - your staff are unable to give me a fixed sum as of yet) in instalments.
I called today to cancel my package on the date of 24th May 2012 (Our moving date) and arrange said instalment plan only to be told that I am unable to come to an arrangement to pay the debt if I dare to leave British Telecom and that they will have no option but to contact a debt collection agency to claim the amount in full unless I renew my contract(!). It is my understanding that, as I am not in contract with BT anymore, I can cancel my broadband package any time I please and it is also my right to arrange a payment plan without being bullied and cajoled into staying as a BT customer when I have absolutely no desire to do business with this company EVER again.

Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Broadband cancellation?

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