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94 yr old man sold BT package he didn’t need

Neilc1 — Tue, 08 Oct 2024 18:20:46 GMT

Hi everyone,

I'm seeking advice and assistance regarding my 94 year old dad’s BT broadband contract. He lives in a small semi detached on his own and isn't technically savvy enough to compare broadband options. Unfortunately, he was persuaded to accept a BT broadband 500mg package with Halo, which is far more than he needs. He primarily uses an old tablet, to write the odd email or occasionally talk on messenger (twice a month at most).

Despite his limited usage, he was sold a high-speed package with additional features he doesn't use, such as Netflix. He recently realized the excessive cost, which is a significant portion of his disposable income. After spending an hour on the phone with BT, they only offered to reduce his annual bill by £200, which still leaves him paying for services he doesn't need such as Netflix.

I'm extremely concerned that he was taken advantage of and would like to ensure he gets a fair and appropriate broadband package. Additionally, I'm interested in exploring options for compensation for the excessive charges he's incurred due to being missold this package.

Could a moderator or someone with experience in this matter please advise on the best steps to take? Any help would be greatly appreciated.

Thank you!

Re: 94 yr old man sold BT package he didn’t need

imjolly — Tue, 08 Oct 2024 20:20:27 GMT

Does your father qualify here. https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editorial+Content&vendorid=AJM&utm_source=Affwin&utm_medium=https%3A%2F%2Fwww.bt.com%2Fexp%2Fbroadband%2Fhome-essentials&utm_campaign=110483&awc=3041_1645094835_8db5e34aa3189a1e2d1144312948112e

Registered here. https://www.bt.com/help/here-for-you

Re: 94 yr old man sold BT package he didn’t need

Neilc1 — Tue, 08 Oct 2024 20:22:31 GMT

Unfortunately not..

Re: 94 yr old man sold BT package he didn’t need

imjolly — Tue, 08 Oct 2024 21:11:04 GMT

Did your father phone BT to renew his broadband and phone contract? Was this recently and was he moved to digital voice?

Re: 94 yr old man sold BT package he didn’t need

Neilc1 — Tue, 08 Oct 2024 21:17:32 GMT

He rang today telling them he was sold the wrong package and they were not interested, just wanted to sell him a 300mg package even though he doesn’t need more then 50-70 mg for his needs. BT need to recompense him and sort out a much more suitable package for his needs.

Re: 94 yr old man sold BT package he didn’t need

Peter_W — Wed, 09 Oct 2024 08:54:54 GMT

Good morning @Neilc1, welcome to the BT Community Forums.

When was it that your father called up and completed the contract renewal?

If it's within the last 14 days, then he should absolutely be able to revert this back and then regrade to something that would be a better fit for his needs.

Did he mention what options they were promoting when he called up most recently too?

Peter

Re: 94 yr old man sold BT package he didn’t need

TimCurtis — Wed, 09 Oct 2024 12:18:08 GMT

This sort of thing is becoming quite typical of the BT/EE sales team these days unfortunately. Overselling, mis-selling , switching users to EE without telling them etc.

Never used to be like this and shame on BT/EE for it.