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Aspiring Contributor
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Message 1 of 48

contacting BT to cancel BT Sport

It is clear BT call centres are not coping which for a telecommunications company is a disgrace.

People are being made to wait and then being questioned to within an inch of their life for the reason not to cancel.

Then threatened with early contract exit charges, in this present climate is totally unforgivable.

It might be time to contact the head honcho and ask him to pull his finger out and get this sorted.

If the call centres are swamped just do a blanket suspension of BT Sport subscription. Customers will be happier and call handlers will have time to answer other calls.

Here's hoping but no breath holding

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Aspiring Expert
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Message 2 of 48

Re: contacting BT to cancel BT Sport


@geofflitwrote:

It is clear BT call centres are not coping which for a telecommunications company is a disgrace.

People are being made to wait and then being questioned to within an inch of their life for the reason not to cancel.

Then threatened with early contract exit charges, in this present climate is totally unforgivable.


You mean the staff at the end of the phone are doing what they're paid to do?

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Expert
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Message 3 of 48

Re: contacting BT to cancel BT Sport

Hi @geofflit 

You can expect delays from any business in the current circumstances, for obvious reasons. As for early termination charges, perhaps you can explain why you think they are unreasonable. 

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Aspiring Contributor
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Message 4 of 48

Re: contacting BT to cancel BT Sport

No I mean the over paid CEO needs to get his head out of the clouds and make the decision that will move the hard working call staff out of the firing line and give the other users of BT services the contact they are entitled to.

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Aspiring Contributor
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Message 5 of 48

Re: contacting BT to cancel BT Sport

current circumstances seems to only work one way then??

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Expert
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Message 6 of 48

Re: contacting BT to cancel BT Sport


@geofflitwrote:

No I mean the over paid CEO needs to get his head out of the clouds and make the decision that will move the hard working call staff out of the firing line and give the other users of BT services the contact they are entitled to.


BT staff will undoubtedly be suffering as everyone else. We all need to accept some reduced services in the current climate, I'm far concerned as to when I'll next see bog roll in the supermarket. Each to their own I guess. 

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Contributor
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Message 7 of 48

Re: contacting BT to cancel BT Sport

Presumably when you made these comments you were aware that the CEO of BT had tested positive for COVID-19 (if you don't believe me, please see BT's Stock Exchange (RNS) announcement of 12 March)?

I am in no way here to defend BT or their management - I am a mere customer - but I do think some posters on here need to get things in perspective and maybe look at the news and see what's happening in the world around us.

 

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Aspiring Contributor
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Message 8 of 48

Re: contacting BT to cancel BT Sport

I was unaware of his condition and I wish him a speedy recovery. But a company the size of BT should not cease to make decisions because of this. This may sound mercenary but how do you know that I am not a sufferer, I might be self employed in this current climate I could have no money coming in in the next few weeks,( this again may depend on someone in a place of power/authority), so the ability to cancel my contract with ease and without fear of huge financial penalty is of utmost importance so I can also feed my kids and wipe my **bleep**.

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Aspiring Contributor
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Message 9 of 48

Re: contacting BT to cancel BT Sport

Clearly obvious this forum will only allow you to help each other to a certain extent.

Perhaps this may help...

Complain to your provider

If you're unhappy with any part of your service, you should complain directly to your service provider and give them a chance to put the matter right. 

If you make your complaint over the phone, keep a record of who you speak to, on what date and be sure to make a note of what is said. 

You should give your provider a reasonable time to try and put things right - say 14 days. If you're still not satisfied then you can escalate your complaint. 

The Consumer Rights Act says that consumers who enter into a contract for goods and services can expect these to be supplied with reasonable care and skill. 

If you entered into your contract with your provider before 1 October 2015, you have the same rights under the Supply of Goods and Services Act.

If the service you have received is not reasonable, you can argue there has been a breach of contract. 

Check your contract

If you’ve committed yourself to a provider - such as Sky, Virgin Media or BT - you should get the service that you have contracted for. 

If you experience interruptions to your viewing to the extent that you're unable to view any content, you may be entitled to terminate the contract with no financial penalty.

You should check your contract first as there is normally a clause that will make provision for the loss of service. 

Even if the contract says that they will not be responsible for short losses of service, if the loss of all the channels is constant then you should be in a strong position to terminate your contract.

If you’re not happy with the time it's taken your provider to respond to your initial complaint, or how they've dealt with it, then you need to escalate the matter internally.

Try to avoid phone calls and use emails and letters via recorded delivery instead. 

Mark your correspondence 'formal complaint' and ask for an acknowledgement of when you will receive a satisfactory response.

Remember to keep a record of all correspondence, no matter how small.

Your subscription TV provider is contractually bound to deliver a service that you agreed to pay for, so it must take your request seriously.

Your provider might try to say it’s the fault of a third party and beyond their control, and this could limit their ability to resolve the problem quickly.

But it's still their responsibility to deliver the service to you and they should be able to give you a realistic time frame and course of action to get the problem resolved for you.

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Recognised Expert
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Message 10 of 48

Re: contacting BT to cancel BT Sport


@Andy005wrote:

@geofflitwrote:

No I mean the over paid CEO needs to get his head out of the clouds and make the decision that will move the hard working call staff out of the firing line and give the other users of BT services the contact they are entitled to.


BT staff will undoubtedly be suffering as everyone else. We all need to accept some reduced services in the current climate, I'm far concerned as to when I'll next see bog roll in the supermarket. Each to their own I guess. 


What is this obsession with bog roll ?  Do waht we did for some time after the war, use newspaper.

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