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nashmills
Contributor
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Message 1 of 10

BT won't confirm the terms of my new contract by email

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I agreed a new 12 month contract with BT for phone, Infinity 1 broadband and Total Entertainment TV on 24th November. My first bill after this was on 4th December and it was wrong as I was overcharged by £16 from what had been agreed.

 

BT have since had incredible difficulty in correcting their mistake including accidentally(!) upping my broadband to Infitiy 2 and then correcting this by dropping me to standard copper broadband for 4 days this week. They have also sent me a bill for Infinity activation of £49 when I never asked them to un-activate it. During this time numerous new contracts have been created and cancelled.

 

Anyway to cut a very long story short I have been put on a new 18 month contract (cancellable after 12 months without penalty) dated from 24th November on the terms I originally agreed. The problem is they won't send me an email to confirm this due to data protection!

 

Can BT be trusted?

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9 REPLIES 9
john46
Distinguished Sage
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Message 2 of 10

Re: BT won't confirm the terms of my new contract by email

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I have asked a forum moderator to help you they will post their contact link here
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 3 of 10

Re: BT won't confirm the terms of my new contract by email

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There is a way to view the terms.

 

First of all you need to go to this page.

 

https://www.bt.com/appsordermgmt/secure/listoforders.do

 

Then select the order that you wish to view, and on the top right there will be a link saying "Show contract terms"

Click on that, and it will give the info.

 Image1.jpg

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nashmills
Contributor
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Message 4 of 10

Re: BT won't confirm the terms of my new contract by email

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The problem is I haven't been sent the correct order number, I only have a VOL number which was read out to me over the phone.

 

There is an open order on that page but it is for phone and broadband only commencing 12th January which is nothing like what was agreed.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
611 Views
Message 5 of 10

Re: BT won't confirm the terms of my new contract by email

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If there are no historic orders showing, then I am not sure, only one of the moderators will be able to help, but that is going to take a while at this time of the year.

If you have been overcharged, then it will be refunded on future bills.

 

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DanielS
Moderator
Moderator
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Message 6 of 10

Re: BT won't confirm the terms of my new contract by email

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Hi @nashmills,

 

It sounds like you had certain agreements made over the phone. We'll need to check your account to make sure the information you're telling us has been noted on the account. If it isn't, we can get in touch with the people you were speaking with to find out why it isn't. If it is, we'll send you an email outlining what was agreed to give you some piece of mind.

 

To get in touch, click on my user name and then on contact the mods. With Christmas, St Stephen's Day and the Bank Holiday Tuesday it may take us a few extra days before we can reply back to you.

 

Thanks

 

DanielS

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nashmills
Contributor
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Message 7 of 10

Re: BT won't confirm the terms of my new contract by email

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I have sent a message and await a response. Thank you.
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john46
Distinguished Sage
579 Views
Message 8 of 10

Re: BT won't confirm the terms of my new contract by email

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The information you have sent goes to the forum moderation team who are a small team of UK based BT specialists who take personal ownership of problems posted on the forum and they provide a single point of contact in the UK they will contact you by email or phone within 5 working days and will stay InTouch with you until fully resolved  the waiting time is likely to be longer due to the holiday period 

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nashmills
Contributor
507 Views
Message 9 of 10

Re: BT won't confirm the terms of my new contract by email

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Many thanks to Neil from the Community Forums for his perseverance in sorting my contract problems. All seems to be okay now as originally agreed.

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NeilO
Moderator
Moderator
501 Views
Message 10 of 10

Re: BT won't confirm the terms of my new contract by email

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@nashmills No problem at all, I was happy to help.

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