Broadband contract renogiation

[Ellie7]

Was out of contract for a while, invoice payments showed for broadband. Eventually got round to contacting BT and renegotiated from Fibre 1 to Full fibre 1 HTTP 150. Negotiated a figure. I have a landline which I don’t use, adaptor in wall socket {this is digital voice I think and previous terms were PAYG) . Originally advised I could cancel phone line once I was on new contract. Went for deal but advised would be paying for broadband plus telephone PAYG @ £3.00 per month. I thought nowadays there is just one price for broadband and phone and this was all lumped together ages ago. Hence why my previous invoices only showed broadband,  I can cancel the phone on completion of installation of full fibre but advisor says will no doubt mean doing a new contract…..which will mean a new increased price. I am confused about this. I only use broadband no extras, and not a gaming household.

Would like any comments or advise as I feel told my price and then BT have added the PAYG price on which is what I queried but no result.

[iniltous]

I suspect you are getting confused with when people used ‘ line rental’ to mean telephony , line rental has not been a separate item on the bill for decades but part of the broadband price , taking a telephone calls plan is not the same thing , and to have a telephone service ( which is optional you don’t need to take it ) requires a call plan , PAYG is usually offered for £3…this is what you apparently have .

It seems you misunderstood or were misinformed if you didn’t want telephony it would be simple to just remove the call plan when you were renegotiating your renewal, when I recently renewed although I took a calls plan it was also possible to drop telephony completely if I didn’t want it , there was no pressure to take a telephone service , the BT rep pointed that out several times however now you do have telephony it’s part  of your ‘contract’ and I doubt you can just remove it min term , you basically agreed to take broadband and phone …you may be able to renegotiate a new contract without telephony (with no early termination charges ) as the next best thing but the price may be different to whatever you pay now minus the £3 for removal of the phone service.

[Ellie7]

Yes see what you mean. I was thinking along the lines of line rental. What confuses me is that when renewing I told them I really didn’t want a phone line if possible when upgrading to HTTP but was told I needed to keep this on and could cancel the phone line after activation, this is what has confused me??

[imjolly]

you could have just renewed with BT but for broadband only not broadband and phone saving the £3pm and the hassle of having to phone BT again to remove the PAYG phone facility and go to broadband only

[licquorice]

Basically the £3/m is the price of having a phone number and the ability to receive incoming calls.

[Ellie7]

I did ask at the time for removal of phone off contract as I don’t use it. I wanted to keep my Bt email address as well. Told I’d have to go on an EE broadband only deal if I wanted to remove phone. Sorry to community but it has confused me.

[licquorice]

You were told complete nonsense, wouldn't be for the first time!!

[gg30340 · Accepted solution]

If you are still in your 14 day cooling off period contact BT and tell them you have been sold the wrong package. You ask for BT Broadband only package but have been totally misinformed that you need to take a Broadband and Landline phone package and you were sold that instead. 

Inform them that if they can not change it to a Broadband only package you want to cancel it under the 14 day cooling off period and be returned to your original out of contract package.

If they can not or will not do that contact the BT CEO, you will find her email address with an Internet search, and make a complaint regarding what has happened and be sure to include the misinformation, no doubt due to the sales rep being on commission, about having to move to EE if you wanted a Broadband only package.

The CEO will not deal with it in person but the CEO Executive Team will deal with your complaint.

[Ellie7]

Thank you D..sage After advice given on forum I felt more confident and went back to BT earlier today more emboldened. I was in my 14 day cooling off period but felt I had pushed and got nowhere. I didn’t particularly want to cancel and still pay out of price deal I was on, only down to the fact that I have loads of things related to my BT email….But Spoke to a lady explained what had happened. Result - said I could cancel the PAYG  after activation, told me to ring up and ask for value team and say I wanted to cancel the PAYG which they would do and that it would not mean I had to do a new contract also it would not mean that my broadband price which I had  negotiated would be altered. She put this information on my account and assured me I could do this with no consequence. A result I hope.……..got to wait and see if it happens. 

Thanks again to you and all that gave me advice and support.

Just got to start getting things off my Bt internet over the next 2 years so I don’t feel tied down.