ok i finaly got it all sorted out i rang this bt number 0800616776 and told them about the debt recovery letter asking me for the money £810.90p told them about the bad broadband bad customer service and so on they then sent it all to the right person and i got this reply back in a letter.

Firstly i would like to apologise for the inconvenience this matter may have caused you. i can now comfirm that all cancellation term charges have now been removed from your account.

This this now leaves a final balance at £29.30 incuding vat.(for my old fone bill) you will no longer recieve any corresponce from commercial credit services about this debt.

Once again i would like to apologise for any inconvenience this matter may have caused you and if you would like to discuss this matter further please do not hesitate to contact customer services on 0800800150

yours sincerely

emma bagnall

so there you go with week of calls to them it got sorted in the end but shame it went on for weeks

I'm glad to hear you finally got it sorted Linnett2000 but that probably doesn't make you feel any better about the experience does it?

Cheers

Jason

---

Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

I need some advice, i have been fighting a losing battle with bt for over a week now!

 In march i accepted the BT Total BB package and was sailing along quite happily. I recently just moved house and my house is a new build and has no bt service. i contacted BT and advised that i would liketo move home taking both my BB & my telephone line too.

 I called BT (held on the line for ages whilst being transferred around Britian) and asked to be moved only to be told that as i dont have a line on the premises i would have to pay £124.99 to have a line installed! this is a ridiculous charge (isnt the reason we pay line rental so they cover the cost of maintaining a line?) I told them i couldn't afford to pay this as ihave just moved home and that its far to expensive.

 Virgin offered to put a line etc in for £15, this is more attractive, however, bt have told me i still have to pay for the BB as im in contract! this is utterly unfair because i cant afford to have a new line in and they therefore cant supply the BB service.  Can anyone help? I dont no my options and feel that this i extremely unfair to be held to the minimum term!

Although I sympathise with your position, BT are quite legally entitled to insist you either let them continue to supply your service, or that you pay them any money due under the terms of the contract, to end it early.

The fact that you have to install a new line is not their problem, it's just unfortunate that their was not a line already installed in your new house, otherwise the new line cost would not be needed.

Incidentally a new one off line installation charge of £124.99 is nothing to do with normal maintenance costs, they are covered in the monthly line rental charge, and cover normal faults developing from the exchange to your house master socket.

but i cant seem to understand how they can legally charge for a service which they are not supppling to me AND that this was never outlined anywhere in the terms of the Broadband agreement!

I wish to continue my service with them but cant see how they can justify charging me £125 to install a new line AND hold me to a 12 month contract especialy since i cant use the broadband, i may be able to see the point had i had my serivce from a provider other than BT, but they suppliy both my broadband and landline, they are the same company! so why would the contract continue! i doesnt state that if you move home and you have no landline the contract will still continue! this isnt outlined anywhere on the broadband support page! infact it states in the t&c's that

"Moving home

2. If you move home within the UK, and let us know at least seven days before you do so and in line with the home mover policy (as set out at www.bt.com/broadband;), we will continue to provide the service, if we are able to, at your new address. If we are not able to provide the service at your new address, and you are still within your minimum period, you will not have to pay a charge for ending the service within the minimum period. If we continue the service at your new address, the rest of your minimum period or a new three-month minimum period will apply, whichever is greater."

i checked high and low for the policy it refers to and cant find it! as far as i can see this is a hiddin term that BT don't clearly advertise! and as unfortunate that it is im legally accountable, its unfair and a large organisation shouldn't be allowed to enforce such a large sum of money & also a minimum term when the serivces are NOT being supplied!

Surely there must be a a loophole! this is simply unfair that a company can simply continue to charge a person for a service which they cant recieve! its un-ethical! i dare say that im not the only person to feel this way! also, i wrote to complain and have had no response.  

M8 i understand what your going through believe me , I spent 6 weeks complaining to bt about my bb speeds and I  "got it sorted "( "recap" my download speeds during the daytime where crap but good after 12 midnight till 12 noon) Ive had 3 engineers out to my home and I've baffled every 1 of them as regards torrents and p2p downloads and file sharing  lol.But long story short if any1 is having speed problems and you are on say a 2 meg connection even tho you re supposed to be getting 8 meg ask bt to put you on a STANDARD1, 2,3 ,4 or 5 etc  MEG CIRCUT   INSTEAD of a MAXI CIRCUT what the maxi circut does is give you the best possible speeds that you can get  so it will go up and down the more ppl r using bt bb  BUT if you chnge to a standard  say 2meg like me then if you download thats the speed you  ll be set @ and it won t go up and down,

glennyboi i do think you re 100% right about the moving home while still with Bt BB I know a guy @ work who is doing the same thing and was told by Bt that he can do this even within his 12 month contract.

Good luck all

DO NOT JOIN BT BROADBAND INTERNET!!!  I have had 5 weeks of utter crap thrown at me.  Its a long story so I'll try and cut it short.  My connection went down about 5 weeks ago.  Number of calls made to India and I never got anywhere but a scripted conversation, being told an engineer would go out to the exchange, obviously never did or it would have been fixed.  I then managed to go to the complaints number and ask for a UK number which I got and an engineer was meant to be sent out, still not fixed.  I called again and someone had to come to my home, so I took the morning off work (I'm a teacher) and he came, the problem was at the exchange!!!! 

SO got net working, but it wouldn't connect on the laptop or ethernet cable.  At this point I was really cross so went to higher level complaints section.  Spent about 1 hr on the phone trying to get it to work, no joy.  So he said, we'll send out a better router.  He also said he'd get a computer guy to come round to my flat and set it all up.  No probs...

On the Friday I got 2 calls on my house phone voicemail telling me that my router would be with me by the 3rd July.... Yayyyy.  The other call was unclear, but said something about someone coming round on the 5th July.  But I wanted to check to date so I called.  The guy said it was the 6th July, I said sorry, want that date cancelling, it's my birthday and I have plans.  He said he'd email.

So 3rd July comes, no router... I wait til 4th because of postal strike, still no router, so I call higher level complaints and they find out the number of the delivery firm which isn't Royal Mail...  I call them and they said they couldn't find my flat, when I confirmed my address details they had been given the wrong postcode and part of the address was wrong!!!  So agreed to have it delivered on the 6th July, as my boyfriend was going to be here.

I went to work and whilst driving my b/f left me message.  Listened when I got to school, what had been delivered was a DVD telling me how to set up my BT Broadband!!!  Hmmm not quite a better router hey.

I was fuming so called them to cancel completely they said they'd get back to me which they did in the evening.  However, when I got home my b/f said, you'll never guess what, but you know that guy you cancelled to come round, he's still coming tonight.  So he turns up at my door at around 7pm, I tell him I don't want him here as my b/f's fixed it anyway and I'd called to cancel him last week.  Please bear in mind this was all on my birthday...

As soon as I'd spoke to him I spoke to manager of higher complaints who tried to offer me £60 for my inconvenience, my months rental that I hadn't had and cost of any calls made.... I said no want to cancel, when I asked her when it was due for renewal she said she thought it was the end of July.  Although to cancel I have to go through cancellations...

So I go through the phone system, speak to someone who puts me through to the lie I'm meant to be on and in total I was on the phone for 1 hr!!!!  Waiting, not talking to anyone...  So hang up and call again, go through a different route, she tells me that I would be unable to cancel as I am in term with my contract from the 18th of June!!!  I want to swear at this point, but I tried to remain calm...  I had no service on this date, and after one yr of being with them they never asked if |I wanted to stay with them for another year they just automaticaly sign you up for a further 12 months... It's wrong....

So over the past week I've spoken to someone in higher complaints who said he couldn't see any reason why I wouldn't be able to cancel, but he'd have to speak to broadband technical services and they would get back to me... which today at 9:20am they did.  He started rambling about my fault would be dealt directly with him etc etc.  I told him, hang on a minute, I just want to cancel, went through most of what I've just written and he said I would be unable to cancel as I am in term.  Well for all my 5 weeks of patience I just started crying and shouting at him.  I didn't swear.  My b/f was next to me in the bedroom and in the end the guy on the phone kept saying... let me explain... well... I don't know what to say about to anymore.  But I did just put the phone down on him and broke down in tears...

 

Sorry that I said it was going to short and I'm sorry it wasn't but in order to let you know all of this I had to tell you from beginning to end.  In summary I just want to warn everyone about this contract thing.  I joined them in June 2006 and knew I was signing into a 12 month contract.  What I didn't realise was that it instantly is renewed for a further 12 months without them telling you.  In my mind this is wrong, it doesn't happen with a mobile phone, car insurance, home insurance or break down cover.  With a mobile phone you decide if you want a new contract by getting a new phone, but you make that decision.  This week I had a letter about my breakdown cover for my car, it was high so I called them and I took it off auto renewal.  But this was because they had informed me of my contract renewal price and date.

BT offered none of this.  Even when I was having all the problems in the month that my contract was automatically renewed.

Where to go from here???  If anyone has any advice it'd be great.  I'm going to copy and paste this on a few forums and also contact Ofcom and see if I've missed anything in ther terms and conditions.  If I still have to stay with then all I want is to let people know about how BT work...  And if I still don't get to cancel.... roll on the 18th June 2008!!!!

 

PS I know I'm a teacher, sorry for any spelling mistakes, just can't bothered to read it through.....

If  you want some real attention from a company like Bt or any other just cancel your direct debit in your bank then you ll get all the attention you want and they ll move the earth moon and stars to help you i did this last year with orange bb and got every thing sorted, tho im sorry i left them 2  months ago to join these shower of shits BT BB.

LOL

DC

I have experinece of signing up with a range of broadband providers over the years and can safely say that despite all having faults, BT are by far the very worst!

I currently have a connection which is slow, switches on and off, the phone which is part of the package keeps cutting out on most phone calls, and the broadband decides to have a rest every Sunday so doesn't bother working at all!

Despite numerous calls to India! The situation is only ever at best temporarily resolved by those idiots, who call themselves"customer services" giving you some stupid test webpage page supposingly to solving these problems. I've also arranged for a technician to come out (twice), but either he has difficulty finding where I live or he wasn't really sent in the first place?

I've spoken to people about cancelling the contract but despite logging all my gripes and sending numerous complaints letters, I am told by people in the know that I would still have to pay out the contract anyway, and the fact that I consider they have been in breach of contract would simply hold no weight in court. Also Ofcom are completely limp as ombudsmen so there's no point trying to get them to do something.

The only thing is to wait another sis months and cancel right away and go with someone better.

All be told BT suck!

S.

hi, i could do with some advice on the same subject matter. I am moving home in the next couple of weeks and the new house is brand new so no one has connected a bt line. even though there is one installed. BT have just told me that they want £124.99 to flick a swich to turn the line on. I am not prepared to pay this so am looking to go with virgin cable. will i still be in breach of contract if i cancell the service due to not being able to have it full stop. they seem to be saying that i will be.

I'm sorry to see that I'm not the only one being ripped off by BT, I'm trying to cancel my broadband/phone contract with them as I've been with these bandits for over twelve months, I was told by their customer service (when I eventually got through to them after an hour waiting on the phone) that I have to wait until November to cancel as I received an upgrade in November 07, an upgrade I never asked for or even knew about,surely that can't be right ....BT are a total disgrace and should be ashamed to use the word British.....anyone thinking of going with BT should think twice before putting their money grabbing chain around their necks.