Mis sold broadband contract

[pricie08]

We moved house in December last year and moved our BT broadband with us. In the process we were sold a new 24 month contract which I believed to be £30 ish per month. Turns out it was £30 ish for just 3 months then £60 ish for the remaining 21 months of the contract.

I 100% do not recall being told this and would definitely not have agreed to a £60 per month broadband bill. I also have no paper/digital record of the contract. After a 45 minute call a few weeks open I opened a complaint with BT which was subsequently closed without me being updated. And I have just spent another frustrating 35 minutes on the phone to someone who has now opened another complaint asking a manager to call me, however I don’t hold out much hope as she also said they don’t take calls.

Has anyone experienced anything similar? Any advice would be gratefully received.

[imjolly]

you should have received an email from BT setting out new contract terms - maybe went to spam/junk

have you checked MYBT as there should be record there of the order

[pricie08]

Thanks for responding. I do have emails from BT on the day we sorted the move but nothing mentioning the price of the contract. Just found the order on MyBT too and it states the term of the contract but nothing about the cost.

[Keith_Beddoe]

@pricie08 

Introductory prices are very common, and it would have been clear when you placed your order, that the initial price would have been for a limited period.

You may have been offered extras like Halo, which would have increased the monthly cost.

[pricie08]

I know they often do introductory discounts, we’ve had them in the past on previous contracts. My query is that it wasn’t confirmed in writing anywhere and I wasn’t made aware when I took the contract out. I guess I need to sit tight and hope that one of the complaints managers does actually call 🤞🏻 perhaps they can listen back to the original call

[imjolly]

I have you checked the none of the emails you received didn't have attachments as it is unusual to not receive details of your contract including costs which then allows you to decide whether to cancel within cooling off period

[imjolly]

@pricie08 

do you have just broadband only or do you have broadband and phone and possibly a call package  as well?  what about the add-on halo?

[rbz5416]

Looking back at my last renewal I received two emails. One titled "Your BT Package Details" which was actually a contract summary. Pricing was under the third section.

The other was titled "Thanks for Choosing BT" & contained my account number & BT ID. This also contained details of the charges.

There are no pricing details against the order in MyBT.

[pricie08]

Thanks for this… really helpful. I have a ‘your message from BT’ with a ‘your contract summary’ section but no mention of pricing. I’ll keep hounding BT

[allanraymond]

pricie08

I haven't encountered your situation when taking up a new contact with BT. I have just checked my emails when I renewed my contact 12 months ago. The first email was advising of my contact offer (it was called pre contact document) and it detailed all the costs for my intended new package plus the contract length. I then received another email the following day thanking me for taking up the contact, this again gave a breakdown on costs and contract period. They also advised my price would increase on or after 31 March every year by the Consumer Price Index rate of inflation published in January that year, plus 3.9%.

Strange you didn't receive something similar.