As a customer of many years he has slowly had his bill increase to £64. A couple of years ago, my 86-year-old grandfather was advised over the phone to upgrade to a BT Halo 3+ package
They don't need anything beyond the most basic broadband package, yet he ended up with an unnecessarily high-tier service. Recently, when he tried to renew his package and request advise on what he needed he was given very good advise but oversold on there most expensive package they offer increasing his bill. An engineer even installed a Wi-Fi disc and an EE router,installed for when they loose connection, but because they are in a rural area the EE service does not work, also they are in a area that only gets 10Mbps speeds. To make matters worse, their landline package was downgraded to a pay-as-you-go plan, effectively stripping them of the free minutes they previously had.
Today, I attempted to resolve this over the phone but was left extremely disappointed. After being put on hold repeatedly for over 2 hours, I was told there was nothing that could be done since my grandfather agreed to the package. Despite explaining that he was likely misled and didn't fully understand what he was agreeing to, BT seems unwilling to address the issue.
I am extremely frustrated that my grandfather has been taken advantage of in this way, and I'm looking for advice on how to proceed. Specifically:
How can I ensure that my grandparents get a broadband and landline package that is actually suited to their needs?
I'm determined to help my grandparents get a fair deal, and I'm willing to take this as far as necessary to achieve that.
Thank you for your support.
Kind regards,
