Invalid contract?

notimpressed67 — Tue, 21 Jul 2026 13:04:10 GMT

From a rollover I applied for a lower priced contract from Halo 3 to Fibre 1 as I didn't need speed etc. It was accepted. BT are still charging Halo price, a router was sent for the new contract so I changed it over. I rang Customer Service about this who made it worse by sending another Fibre 1 router and didn't answer why my contract was still billed as Halo 3. Now I'm being charged for a router which I have proof of return from emails from BT and post office. It's a total screw up by BT. I know I have to make a Formal Complaint, is there any regulatory body I can contact about BT as I will take this

further. Thanks for any advice.

Re: Invalid contract?

imjolly — Tue, 21 Jul 2026 13:26:19 GMT

halo 3 is an add on and nothing to do with your connection speed. you would have to ensure that you specifically said your wanting to stop halo 3 and not just that you wanted to downgrade from existing package to fibre 1. from previous forum posts dropping halo3 is not easy and you have to be insistent and persistent to drop it.

you can try retentions first and see if they can help 08007831401 but if they cannot help then try consumer resolutions email here

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

other bodies will not help until you have been through the BT complaints procedure

This topic

Invalid contract?

Re: Invalid contract?