14 day cooling off period. Beware!!!!!

[johnhamill]

My daughter ordered a BT Infinity package online for her new house. The builder had already installed the equipment so all BT had to do was send the Router and Youview box in the post. This was on the 30th of March. On the 5th of April she decided to cancel as she soon found out she would have to get an outdoor aeriel installed to get more than the 10 channels with the package.

Even though she cancelled on the 5th of April BT didn't switch off the service until the 13th of April.

On the 24th of April she got a bill for £101.44 saying it had to be paid by 25th April.

Unless you dig deep down into the terms and conditions you would assume "Cancel within 14 days" was a no cost option.

[DanielS]

Hi @johnhamill,

I'm sorry to hear about the problems she had. Did your daughter get everything sorted in the end? If you need any help at all please let me know.

Thanks

DanielS

[johnhamill]

No. I had to pay the £101.44 bill for her. She ordered the package on the 30/3 and cancelled on the 5/4 and never used the service. The builder already installed the BT Openreach equipment in her new house and all that was left to do was receive the Router and Youview boxes in the post. When they arrived we discovered she would need an aerial to get more than the 10 offbeat channels with the package. Although she cancelled on the 5/4 BT didn't stop the service until the 13/4 by which time we had already sent the equipment back on the 8/4. Quite angry about it all. Thanks Daniel.

[imjolly]

@DanielS

can you help

[DanielS]

Hi @johnhamill,

I do think this needs to be looked into. If you are happy, I'd like my team to go over everything and see if there is anything that we can do to help you. We'll be able to speak with you about it providing your daughter has given permission and you can, privately, provide us with the account number.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

[johnhamill]

Will do Daniel and thanks.
John.

[DanielS]

You are more than welcome @johnhamill.

As soon as it reaches the top of our queue, one of our team will get in touch.

Thanks

DanielS