topic Re: 2 issues to solve in The Lounge

2 issues to solve

Mag25 — Tue, 25 Mar 2025 08:05:47 GMT

I have 2 issues and have tried unsuccessfuly to get them resolved, being passed from one department to another.

First issue was I was phoned to upgrade my contract and was told I could get better speeds etc. I said I didn't want to have a new router and was told I would receive one but didn't need to use it. But when the equiptment came the first thing it said was plug in the router. I have emailed the person who sold me the package and he will not respond to my emails.

The second and most contensious issue is I signed the contract for 36 months and the BT agreement has come through as a 60 month contract.

What rights do I have? I believe it is a miss sell and the contract should be cancelled.

Having been with BT for 20years + I am totaly disgusted and feel conned.

Re: 2 issues to solve

sandy589lane — Tue, 25 Mar 2025 08:12:42 GMT

@Mag25 wrote:
I have 2 issues and have tried unsuccessfuly to get them resolved, being passed from one department to another.
First issue was I was phoned to upgrade my contract and was told I could get better speeds etc. I said I didn't want to have a new router and was told I would receive one but didn't need to use it. But when the equiptment came the first thing it said was plug in the router. I have emailed the person who sold me the package and he will not respond to my emails.

The second and most contensious issue is I signed the contract for 36 months and the BT agreement has come through as a 60 month contract.
What rights do I have? I believe it is a miss sell and the contract should be cancelled.
Having been with BT for 20years + I am totaly disgusted and feel conned.

Hello,
You may have grounds to dispute the contract due to misrepresentation. Contact BT’s customer service or complaints team directly to escalate the issue. If unresolved, consider filing a complaint with Ofcom or seeking legal advice. Let me know if you need further guidance!

Best Regards,
Sandy Lane

Re: 2 issues to solve

Mag25 — Tue, 25 Mar 2025 09:17:39 GMT

Hi Sandy

Many thanks for your reply. I have considered legal advice and I have contacted the customer service department several times, and have a complaint in too, none seem to have done any good. I will look at a complaint to Ofcom, thanks.

Re: 2 issues to solve

Mag25 — Tue, 25 Mar 2025 11:28:39 GMT

There is another question/issue here - how can a BT employee send out a contract to a company that does not now exist and he knew it? How can it even be enforced ?.

The original contract in company A's name had been in place for 20+ years- and the one I recently signed - I was the company secretary for, company B is the one that the direct debit comes out of, and I am not and there is no contract with it. Who is liable for example if the direct debit was stopped.

Re: 2 issues to solve

BethM — Tue, 25 Mar 2025 12:05:24 GMT

Hi Mag25

I'm sorry this hasn't been resolved despite you raising a complaint. Can you please send over a private message with some account details so I can look into this further for you?