I will keep this as brief as possible.
Aug 2016 BTbroadband/BTSport contract expired, renewed for 12 months, email conf.
Sept received email from BTSport, " as you have not renewed your broadband contract your BTSport discount will end, etc.".
I phoned BT , my new contract had not "gone through", but offered to set it up again (a little cheaper), email conf.
Oct I received the same email, phone BT, my new contract had not "gone through", (all as above, incl a bit cheaper), email conf.
Nov the same thing again, all as above, but this time I insisted in a letter, as BT had no record of earlier emails.
My BT contract now expire 2/12/2017, not Aug 2017.
In Jan 2017 the same again, phoned BT, they told me that I had a contract (the Dec one) and ignore the email.
Same in March.
Last Friday I received the BTSport email, phoned BT and was told I had no contract, they couldn't say if it had expired, or been cancelled.
Offered to set it up again, I agreed to save the £7 per month extra BTSport fees and of course they were able to offer me a small reduction in charges.
I have yet to receive a confirmatory email, although I was supposed to get it "within 2 hours".
I appreciate that I am saving small sums everytime this happens, but I can't understand why it is, unless the BT staff member gets commission on signing me up to a new contract, rather than sort out the muddle as to why I am getting the incorrect emails.
I would mention that since last Auguust my broadband account details have not been available on My BT, but my BTSport package has.
Has anyone else had this problem ?
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Thanks for your post and welcome back!
Sorry you're having this problem and I can understand how frustrating this is for what should have been a straightforward request.
Send us over your details and we will look into this for you from here. Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.
Under ideal conditions, the moderators can normally deal within 48 hours, but they are running a bit behind at the moment as they are only a small team based in the UK.
It normally takes about 2 working days for us to reply. With the Bank Holidays and the weekend it could have been mid next week. However; we have picked your case up and will be in touch later today
Details sent and I have received an acknowledgement email from you, but still no confirmation of my "new" contract from BT.
This post was in no way a complaint about the Forums Moderators response.
That has been excellent.
It says I have had a response, but I have still not had a confirmation email from BT containing details of my "new" contract.
I received a telephone call yesterday from BT, but I was out , they will telephone again on Wednesday.
"Robbie" rang last Sunday when we were out and told my daughter he would ring on Wednesday.
I have been in all day, but nobody has rung, I am going out at 6pm so it looks as though I will miss him agin today.
"Robbie" called yesterday and left a message and confirmed by email that my BTSport is now £7.50 a month, which seems to contradict the letter I received the same day from Libby Barr Managing Director, confirming the latest "new contract" telephone call when my BTSport was £5.50 per month plus the free HD for 3 months, so the whole thing is still a glorious muddle.
The letter from Libby Barr confirming I have a 12 month contract with BT and BTSport is also not very reassuting, I had an identical letter in December saying the same, but as I have stated earlier, I still got informed within 3 months that I had no contract.
I give up, l still have no understanding as to why the registration of my contract keeps failing, but it appears I will be paying no more for my services than I was before, so thats a small blessing.
Don't mark my question "resolved" as it certainly isn't.