This topic

Full Fibre Mis-Selling

Greenhat07 — Mon, 09 Sep 2024 13:27:22 GMT

Anyone else having issues with this? BT offered me new 2 year contract for Full Fibre 900MB with full works TV. Got the contract and it shows increase from month 7 of 33 pounds per month.

Have raised complaint with BT but they continue to fail to contact me on 3 separate occasions to resolve..

Anyone able to help?

Re: Full Fibre Mis-Selling

imjolly — Mon, 09 Sep 2024 13:45:22 GMT

if you are not happy with the new contract terms then just cancel under 14 day cooling off

Re: Full Fibre Mis-Selling

Greenhat07 — Mon, 09 Sep 2024 13:52:25 GMT

I Could cancel but as I spent over an hour negotiating terms of a 24 month contract, I would expect the emailed contract terms to be as agreed and in line with the contract. Buried deep within the paperwork was a £33 per month increase from month 7 contrary to our agreement.

I have complained to BT but they continue to ignore formal complaint and do not call me

Re: Full Fibre Mis-Selling

Greenhat07 — Mon, 09 Sep 2024 13:54:39 GMT

I have complained to BT but they continue to ignore formal complaint and do not call me

Re: Full Fibre Mis-Selling

iniltous — Mon, 09 Sep 2024 14:34:29 GMT

What you seem to be complaining about is the annual price increase ,

whatever you agree today is subject to the annual increase in March , applied in April , your agreement, regardless of what you think , does not fix the price for the entirety of the term , and you will find most major providers do the same .

It is possible to get a fixed deal where you pay more at the start , then no increases for the remainder of the fixed term ( BT offer this on some products but not AFAIK on product bundles ) so your bundle deal is subject to the annual increase which is set out on the contract documents sent to you , without being party to your conversation I don’t know if you were told differently or you misunderstood what was said , but the contract document is the legal arrangement .

With the abolishing of CPI+% increases by Ofcom , this type of annual ‘pounds and pence’ increase is set out clearly in advance , that’s why you know for your bundle of products it’s going to be a £7 increase and will apply ( in your case ) in approximately 7 months time , and if you took a 24 month deal , another increase in April 2027 is built in

Re: Full Fibre Mis-Selling

iniltous — Mon, 09 Sep 2024 15:03:20 GMT

Oops, increases in April 2025 and 2026 , not 2027 😳

Re: Full Fibre Mis-Selling

Greenhat07 — Mon, 09 Sep 2024 15:07:09 GMT

No probs with the annual increases.... Its when they sell me a 24 month contract at x cost and then try to charge me for x plus 33 pounds from month 7 onwards.

Re: Full Fibre Mis-Selling

iniltous — Mon, 09 Sep 2024 17:56:54 GMT

I’ve obviously misunderstood this , I’ve assumed the increase was £7 , which fits in approximately with the published ££’s increases in March/April , in that the increase for broadband is £3 , TV is £2 and BT mobile is £1.50

…if your increase is £33 , then that obviously doesn’t fit in with this annual type of the increase , and a £33 increase would only be possible if it were based on some sort of introductory offer for a few months before reverting to full price ….you don’t say either what the initial initial price is , or what it is after the £33 per month increase so it’s impossible to know if you have a valid complaint, or not , and ultimately if you don’t agree with the contractual offer you can still cancel if within the cooling off period.

A quick check of the website, a comprehensive TV package and 900Mb broadband package isn’t ‘cheap’ , the current promotion on TV packages seem to be a substantial three month reduction ( for example £25 increasing to £78 after the three months ) so with £45+ for 900Mb broadband the increase after 3 ( not 7 ) months is over £50 ) the after offer price is £120+ then another increase after 7 months as that’s when the yearly increase is applied ….although £120 is undoubtedly a lot of money it’s comparable with Sky and Virgin prices for similar products.

Re: Full Fibre Mis-Selling

pippincp — Mon, 09 Sep 2024 18:06:59 GMT

As has been stated by others, if you are not happy then cancel within the cooling off period. How this could be construed as mis-selling is beyond me. You either accept or refuse. Simple choice.

Re: Full Fibre Mis-Selling

Puma937 — Wed, 11 Sep 2024 17:00:36 GMT

@pippincp - It's the usual mis-selling practice of BT and consistent with what many customers experience.

Customer contacts BT, is offered a 'special' deal. The customer then asks for confirmation that the price is correct for 24 months, signs up and then receives a contract that contradicts the agreed offer.

To then have to cancel, because the BT advisors don't have a clue what they are doing and just want a sale, is ridiculous and a complete waste of precious time.

Shambolic and no way to run a business.

Re: Full Fibre Mis-Selling

licquorice — Wed, 11 Sep 2024 17:10:26 GMT

@Puma937 There is a huge difference between incompetence and deliberate mis-selling.

Re: Full Fibre Mis-Selling

Puma937 — Wed, 11 Sep 2024 17:23:52 GMT

@licquorice - Certainly correct if it was an isolated incident, but it seems to be commonplace amongst the Sales/Retention Team.

They can't all be incompetent, so the only 'assumption' would be that it must be sales driven to confuse a customer and ultimately mislead.

Re: Full Fibre Mis-Selling

WSH — Wed, 11 Sep 2024 17:33:43 GMT

So, cancel within the 14 days then.

A company will only behave like this if it works for them. If customers keep cancelling rather than completing, it doesn’t work and they stop doing it.

Re: Full Fibre Mis-Selling

pippincp — Wed, 11 Sep 2024 17:41:55 GMT

Which mainstream ISP's do give 24 month contracts with no yearly price rises? Don't get me wrong, I agree if you sign up for 24 months that should be the price you pay until the end of the contract but it never happens with most ISP's.