BT Issues

A question about : BT Issues

Hi All,

I called BT around two weeks ago to advise that my current contract is too expensive and that I've got a cheaper alternative with another firm which included line rental, unlimited broadband and an anytime call pack for Ј25 per month, my existing contract was around Ј36 per month for the same deal. The girl looked through my contract and said the best she could do was Ј32 all in and I advised I would still like to cancel as it's Ј7 more expensive than the new offer from Virgin. The girl advised that if I was to leave the BT cancellation's team would likely match my quote with Virgin but for some reason she could not pass me through to them but she promised a call back, this did not materialise.

I thought it easier to send in an email to BT to cancel my policy, BT called back advising it was better to renegotiate my contract but BT still came in at Ј32, I said thanks for looking at my account but it's still too expensive and again BT said they can't cancel but promised me a call back. Nothing materialised.

A few more emails were sent to BT to no avail and finally yesterday at 08:40 I got a call but being at work I couldn't answer it. I contacted BT on the web chat and advised that I wanted put through to the cancellation team, after an hour of talking to the web chat team they called me and put me through to cancellations. The operative there advised that he could match the Ј25 per month all in package that Virgin were offering. I mentioned that there was one other issue the fact that my phone/broadband contract is up now and the line rental annual payment is up on April 7th, I said unless these were brought inline I would prefer just to cancel come April 7th. The operative suggested that I don't do this and asked if I would accept a callback from his Manager at 14:30 yesterday, I said yes and you've guessed it the call back didn't materialise.

Today I called BT first thing and their operative again said this was a Management issue and that his Manager would call me back within one hour, this didn't happen. I called the company again and this time the operator said she needed to review my contract and put me on hold for 30 minutes, I eventually had to hang up.

Can someone advise me as to what I can do?

Best answers:

• Any takers on this?
• BT Help and use the CHAT feature is what i do with no problem .
  When does your BT contract end ???
• Not to sure what your asking, if you paid your line rental in advance for a year, and it's paid until 7th April, but you are out of your minimum term for broadband, then it depends how , if BT can match Ј25 a month , they intend to do it, if it's the equivilent of Ј25 by renewing the line rental saver and discounting just the broadband , then they will want line rental to start from the 8th April, bringing it forward ino alignment on the broadband renewal date may not be possible with their systems, so I would think your choices are, go with VM and cancel your BT account, you would forfeit the line rental paid in advance upto early April , or start a 'new' deal for both with BT, again probably forfeiting the advance line rental, or pay 'normal' BT broadband cost between now and April, then negotiate and if the deal is acceptable your line rental and BB will align ( assuming it's a 12 month deal on the BB)
  Although what you want isn't unreasonable it's likely that BT systems won't allow it, I suppose it's how important it is to you to have the same date on the expiry of the minimum term on your line rental and broadband
• I just spoke at length to them again today, they have advised to stay on the premium rate package from now to April 7th and then take out a new contract a slightly better rate. It's a pretty shocking way to treat the customer.
• I think there is a BT representative on here who maybe able to help?
• Sorry no, he hasn't been on since the 25th - shocking service.
• Hi Cotta,
  Sorry for any confusion with the contract terms. Iniltous is correct in that if you renew now you???ll lose the period of line rental saver so if you want to align your contract you???d be best holding out. I???ll be happy to take a closer look at this to confirm if you wish. Drop me an email if that suits. You???ll get the contact details in my profile.
  Cheers
  David
• Email sent David.