Last year BT contacted us to update our router. At the time we had just put the house on the market and said no as we would shortly be moving. Some months later, house still unsold, BT persuaded us over the telephone to have a new router which they said wouldn't cost anything at all, and also to switch to Digital Voice. This was all done over the telephone without any email confirmation. There was absolutely no mention of a new contract. They then managed to order 5 routers and numerous amounts of extra equipment which they charged us for, not to mention apparently missed appointments (we are retired pensioners so we are around pretty much all the time). They made appointments for engineers to come and instal the new equipement who never turned up. On other occasions engineers turned up without warning not knowing why they were there and blaming a new office reorganisation. Eventually one turned up and installed one of the 5 routers and arranged for some bags to send the extra routers back. Then one turned up to do the work and was surprised to find it was already installed. Then we discovered BT had taken huge payments for expensive equipment and missed appointments by direct debit without any notice. When I queried why so many orders had been charged to us BT (not ordered by us) it turned out that the engineer who had installed the equipment had given BT the wrong numbers from one of the other routers, and I was asked to replace it with a new one which had arrived. I refused to do this and gave them the correct numbers instead to update their records. Eventually they realised that some overpayment had been made, so refunded our BT Account which had a credit of over £1700. I then spent some time over the telephone speaking to someone from accounts who said they would make the refund into our bank while I waited. But that never materialised. Today I have spoken to someone who has managed to sort out the refund, but I then discovered that we had been signed up for a new contract with the installation of the new router - no explanation that this was happening and no paperwork/emails telling us about this, and there is no way of finding out anything about contracts from our account with BT. So can we cancel this contract as I feel we have been signed up to it without our knowledge or any confirmation or explanation about it, even though they knew we were about to move house.
