When I ordered Full Fibre 300 at the end of December I was fully out of contract. I wanted to cancel Digital Voice as I did not need it. However I was told that the system was not allowing this and the ‘guide’ read out a message to me saying that ‘we are happy for the customer to phone up after the order completes to cancel Digital Voice at no charge’. So I had to proceed with the £3 PAYG DV service on the order.
The order was closed today so I phoned up to cancel DV only to be fed a story about how the two services are ‘tied together’ and that somehow my service would shoot up from £37.99 + £3 per month to well over £70 per month, and I might as well keep it on there.
When I challenged this and the guide tried to put me through to the person who stated this I was unceremoniously cut off.
This is unacceptable - I wanted to understand the rationale behind this huge price hike because it doesn’t tie up with any deals on BTs website, where you can save money for not having DV - not pay more. Plus it explicitly goes against what I was told in clear terms when I ordered fibre - a call which was obviously recorded and can be checked.
This really does seem like an attempt to frustrate in the hope I will give up.
Anyone else have this problem?
