So I'm off, I have my cancellation email

[4KTVFan]

So I'm leaving BT TV, I've had my cancellation email, so I just wanted to say good bye and wish everyone here a happy future!

I've not posted much, but the support and feedback had been first rate!

Before I go I just wanted to say that I think BT TV is the most progressive TV service around, HD 4K, ATMOS, HDR, it's working really hard to be the best.

By and all the best 🙂

[4KTVFan]

Crumbs... this is bad, I'm getting messages that I MUST return all my BT boxes or I will be charged...

Yet, when I cancelled on the phone with a BT person in cancellations I was told that that I need not have to return any equipment, and I did ask to confirm...

[4KTVFan]

Any MOD want to take this on?

I'm told one thing on the phone, yet get pursued via MYBY messages for something else.

I've got no where with BT customer services so my next email will be Ofcom?

Why???? I will tell you why, I'm in my fifties, my sister is in her sixes, recontacting for us both is at best a complicated and, and in many ways, stressful process.

I was cut off 3 times while on hold with a BT representative, only to phone back and have to explain everything again to the new BT representative, don't believe me???? Will BT record all calls, so the proof is there...   

[Andy005 · Accepted solution]

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@4KTVFanwrote:

Crumbs... this is bad, I'm getting messages that I MUST return all my BT boxes or I will be charged...

Yet, when I cancelled on the phone with a BT person in cancellations I was told that that I need not have to return any equipment, and I did ask to confirm...

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The returning of equipment has been mentioned a fair bit recently. It seems to be a standard email that BT send out, irrespective of whether customers were in or out of contract, something to do with EU regulations on recycling apparently. As long as you're outside of your initial contract, ignore it,

[dave909]

As long as your either out of contract or served at least 17 months service since being provided with any equipment at the point you gave your notice then there is no basis on which BT could charge you for non return of equipment.  

[JohnC2]

Hi @4KTVFan  sorry to hear you are leaving and for the confusion over the email about your equipment. @Andy005  is correct and as long as you are out of contract you do not need to worry about any equipment charges (see my previous post on the same issue) 

Cheers
John

[4KTVFan]

Hi JohnC2,

With the greatest respect, the message from BT is quite clear, it says that unless I return my boxes I WILL BE CHARGED, are you going to refund me personally if they do charge me?

The boxes are the originals from about 3 years ago.

The communication from BT around this subject is appalling.

So I now need to get back on the phone and run the gauntlet yet again with BT customer support to get clarification and email conformation that I won't be charged.

I'm inclined to email consumer watchdogs about BT and their communications, as companies simply can't be allowed to constantly send out incorrect information, especially when it concerns billing and payments.

[Andy_N]

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@JohnC2wrote:

Hi @4KTVFan  sorry to hear you are leaving and for the confusion over the email about your equipment. @Andy005  is correct and as long as you are out of contract you do not need to worry about any equipment charges (see my previous post on the same issue) 

Cheers
John

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This is not very reassuring at all.

The message from BT needs to be more specific and say about users out of contract who wish to recycle the equipment then they can. It should NOT say everyone will be charged, it's simply an appalling message.

This needs passing to the correct people and management need to be told to get it fixed.

You are scaring people into something that's not relevant.

[JohnC2]

Hi @4KTVFan I can assure you that you won't be charged and if in the unlikely event you are I personally will happily ensure you are refunded. 

We have highlighted the content of these emails and our product team is currently investigating this issue and I'll update you as soon as I know more.

Cheers
John

[4KTVFan]

I've placed a complaint with Ofcom and have just received an acknowledgement email back from them.

I intend to pursue this matter as it's simply not acceptable for a company like BT to carry on like this.