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Order failed for TV package offer

xasriela — Wed, 01 May 2024 19:28:21 GMT

My TV package of £8 per month for Now and Netflix was coming to an end and I received a personalised offer for the same package at £12 per month which I ordered on 18/04/24. Unbeknownst to me that order failed, and it was only on checking my bill that I saw that I am being charged the standard £20 per month. I can get Now for £6.99 and Netflix for £4.99 directly from the providers so I contacted BT last week to explain what had happened and to ask for the £12 offer to be applied again.

Annoyingly, they seemed to doubt me when I said I had been given an offer of £12 but said they would look into it and get back to me but so far they have not.

What do I do to either get the £12 offer or cancel the £20 so that I can go directly to Now and Netflix?

Re: Order failed for TV package offer

Weerab1983 — Fri, 03 May 2024 05:42:56 GMT

If it was me I would phone and select the cancel option and then at that stage tell them you'll stay if you get the original offer that you had by email and see if you can barter with them.

The problem is if your outwith your 14 day cooling off period you may be stuck with it. I would hope that the customer service agent didn't not use that as a tactic.

Re: Order failed for TV package offer

xasriela — Fri, 03 May 2024 15:21:43 GMT

Thank you, I will try that today.

Re: Order failed for TV package offer

zulu17 — Fri, 03 May 2024 22:48:51 GMT

If there was no ( new) successful order then it is probable that at the end of your minimum term. (Ie when the two years was up) you would move to a rolling 30 day contract charged at the standard (ie no discounts) price.

Re: Order failed for TV package offer

xasriela — Sat, 04 May 2024 13:57:24 GMT

Yes, you are right, that's what it was. I phoned them up (again!) and have now got an acceptable price. Thanks.