BTNet Cancellation and £18,000 final invoice

[paulknipe]

My small marketing agency recently cancelled our BT Net service after over 12 months of unacceptably low service levels and BT's inability to correct the service. We had constant line drops which meant operating our business in which constant Zoom meetings are essential, was impossible. In the end, BT were saying there was no problem yet we continually had poor service. We eventually brought another suppliers line in that worked perfectly from day one. We then spoke with BT and cancelled the service and thought that due to their inability to supply the service they would agree to the cancellation. We then received a final invoice for almost £18k. We appealed this invoice to the ombudsman who has said that due to our 5 year contract, we are liable to pay the fee. What can we do now? I can't pay the £18k fee. I am happy to give BT another go to install the service if that is the solution to avoid the cancellation fee?

[BethM]

Hi paulknipe

I'm sorry your BTnet has been dropping out. Do you have a complaint with BT for this also? Can you please send over a private message with some account details so I can check into this further?

[brandon555 · Accepted solution]

Thanks for this i will contact you. 

[paulknipe]

If there is any way you can help I would appreciate it.

[AdamC]

Hi Paul,

If your case has already been passed to the Ombudsman then it would be them you would approach for any updates. We would not interfere with any decision they have made.

Thank you, 

Adam

[paulknipe]

Hi Adam,

I appreciate that but we are in a vicious circle.

1. BT could not provide an adequate service and could not see problems with our line when it was continually dropping.

2. We eventually cancelled the service as a result and at that time assumed from discussions with BT that BT would accept the cancellation because of the poor service provision. We were not told about a cancellation fee.

3. When the service was cancelled, BT told us to go to the Ombudsman.

4. The Ombudsman's decision is that there was a contract in place which we need to honour.

No one is addressing the issue that BT could not provide the BT Net service in the first place which we have extensive evidence of.

I accept if we have a contract to honour, I would have no problems doing that if BT wants to start again from scratch and try to provide a 100% service.

If not, we will be forced into a legal or public dispute which I'm sure no one wants.

It would be great if you could advise the best next steps.

Paul

[AdamC]

Hi Paul,

In this scenario the Ombudsmen has made a decision and this is final. We can not interfere with the decision that has been made.

If you wanted to look at a new service you can do so but it would not be linked to the previous service in anyway.

I can only recommend returning to the Ombudsmen and they would clarify the next steps.

Thank you

Adam

[Pro]

It's a bit late but I could have helped with the best way to present your evidence to BT.

I would suggest you speak to BTNet to find out the best way to reinstate it. Then follow their faults and complaints procedure to resolve the performance issues, which i can help with.

Maybe they will then waive the HTT charges, I don't know, but the next step would be a legal one I think and BT have a lot of lawyers.

It will be an unusual request so make sure that they don't try and sign you up to a new service, there's good commission on BTNet and it wouldn't suprise me if a salesperson tried to tie you into another contract. Speak to a manager if you feel that is happening, like they send you an esign doc or something, I'd probably ask for a manager anyway.