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Message 1 of 3

Problems with new unwanted contract !!!!

I recently rang up (Jan 7th)to cancel my package with Bt after 3 years of custom as I am moving and want Virgin at my new address they asked when im moving but as I was not sure of the exact date at the time just that it would be within 3 months the sales advisor offered to put me on a cheaper deal until I move and this would last up to 12 months ! I ageed as I would be saving £11 a month and getting more for it ! Later that day I received a email saying that my order for cancelling my services had gone throw and I would be switched off on February 7th So I rang back several times on 3 separate days after to get the order put throw and each time I was given a new reference number and told that it was now sorted but still no change until 11:29 15th January I finally got a email saying that my broadband is now active ! Later that day at 14:48 I received another email Showing the price & terms. 5 days later I finally got a date for the move so rang back to give my 30 days notice only to be told I am on a new 12 month contract so I cant, I explained what had happened and explained I would never have took a new contract as I had always intended to change to virgin at my new address, I was told there is nothing they can do as once a order is active it can not be cancelled 😞 I would have to either pay up the remainder of the contract or take the service to my new address I reluctantly asked how I go about this and was even more anoid to find out that they want £130 to connect me at my new address. (I have today gone back to my email's and seen the second email shows 12 month contract)


So I need to know how I stand with this ?


1) Is the contract legally binding as the email stating costs/terms and I had up until activation to cancel my order was sent after activation so I could not have candled before activation.

2) can they renew contract just because they gave me a temporary offer ?

3) is there a cooling off period at time of complaint it had only been 5 days

4) They cant supply me at my new address without me first paying for a line to be put in so is there a way out there ?


I believe number 1 is the way out or them listening to the calls but any help would be gratefully received.



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Distinguished Sage
Message 2 of 3

Re: Problems with new unwanted contract !!!!


I am sorry to see you are having problems

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

Aspiring Expert
Message 3 of 3

Re: Problems with new unwanted contract !!!!

I'm really confused. If you knew the offer was for 12 months why did you accept it if you wanted to cancel in 3?
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