UPGRADING IS BEYOND A JOKE. Now stuck with 2 contr...

Question

On 17th Dec, I received a call from a BT salesperson asking if I wanted to add broadband to my unlimited anytime call BT package, at a cost of £8 per month for 12 months, and £16 per month thereafter for the remaining 6 months. The upgrade was to begin on 24th Dec. 
Since my husband has an existing broadband package which he pays for, he wanted to take over responsibility for the bill, so that the account is in his name. We were assured that changing the name on the account was a simple process - all we had to do was contact customer services. I agreed to upgrade based on this.
I telephoned BT Customer Services on 18th Dec to change the name on the account. After spending more than an hour on the phone, to two advisors, I was told that the account could be changed to my husband's name, but only if he took up a new contract (which was a different (worse) deal to the one I was offered on 17th). The package offered was downgraded and we were advised that we would have to take up a new telephone number. We did not agree to this, and after a lengthy conversation with a second advisor, we were told that the upgrade agreed on the 17th would be cancelled, and a new upgrade (starting a week later) in my husband's name would begin. We specifically received confirmation that this would not result in 2 contracts, or that our telephone number would change.
However, on 24th Dec, we received our BT hub - the first contract had not been cancelled. After ringing customer services, I was told "not to worry, a new contract would take over on the 31st in your husband's name". It is now apparent that the original contract was not cancelled (and the 7 day cooling off period has now passed).
We do not want a new telephone number, we do not want the hassle of changing it over, and now I am locked into a contract I no longer want. This is not good enough.
I have spent hours on the phone getting nowhere, and the customer service that BT has provided has been extremely poor. I wish we had never accepted the offer to upgrade, and that we had stayed with our previous provider. I will not be recommending BT to any friends or family in the future.

Answer 1

Hi Pphelps,
Sorry to hear about the problems you have had in getting your account upgraded. I'll be able to help. Send me in your details using the "Contact Us" link found in my profile.
Thanks
PaddyB
BTCare Community Mod
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