Re: Exchange upgraded to ADSL2+ months ago but line not migrated
Having asked BT to transfer our line onto ADSL2, I was told that this could be done but it would mean starting a new 24 month contract.
I then discovered that I had started a new contract in September last year.
I rang BT in September last year to see if our broadband and telephone accounts could be combined so we only had one account to deal with.
It transpired that as a result of this I 'agreed' to a new 24 month contract.
The initial agent I spoke to said she couldn't combine the accounts but would transfer me to someone who could
It transpires she was a member of the sales team. Today, I asked for a copy of the telephone conversation I had with her last year, which she duly sent. Having listened to this, I thought, as I did at the time, that she was confirming our existing contract details, when in fact what she was doing was starting a new contract.
When I asked about combining the accounts she said she couldn't do that but gave me a telephone number to ring. At that point I gave up, having already spent too much time trying to do what I thought was a simple thing.
I'm ashamed to say that when a confirmation email arrives a few days later, I didn't read it properly and did not realise It was confirming a new 24 month contract. I have since re-read it and that is exactly what it was doing.
I asked the agent to also send me a copy of the original telephone call prior to being transferred. Not surprisingly, the answer was that they only record calls which confirm contract details!!
We currently pay BT approximately £50 per month for business broadband and telephone. Our ISP who supplies our domestic broadband has offered a much more comprehensive service and higher speed at half that price and only a 12 month contract.
Business call features including call waiting, caller display, call divert
Free premises moves (2x per year)
Free High-spec router
12 Month Contract
This whole episode has left a really bad taste in my mouth. I have already cancelled our domestic account with BT and as soon as it is viable to do so, I will cancel both our broadband and telephone for our business.
The moral of the story is pay attention if you are talking to any of the BT sales people and scrutinise ANY emails you receive from them.