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garybs29
Recognised Expert

on ‎30-07-2026 14h14

206 Views
Message 41 of 43

Re: Vulnerable pensioner nan mis-sold 900mbps

@natashajaywrote:
the point is she is in the cooling period of a new package now.. so I am legally allowed to put her on a fibre 2 deal without a halo package which is much more suitable.

Actually, no. Legally you revert to the previous package after an upgrade not a whole new package. No wonder you're getting nowhere with that!

gg30340
Distinguished Sage
Distinguished Sage

on ‎30-07-2026 15h14

183 Views
Message 42 of 43

Re: Vulnerable pensioner nan mis-sold 900mbps

@natashajay 

I think the best thing you can do is lodge a complaint as you have already been advised. Anything else on this thread is speculative and is not helping you in any way.

If you lodge a complaint as advised you will be able to make your case and BT will respond and if you are not happy with the result of the complaint you can then take it to the Ombudsman and have them adjudicate.

I am going to ask the moderators to lock this thread because it is now going round in circles and getting nowhere.

Ali_A
Moderator
Moderator

‎30-07-2026 15h15 - edited ‎30-07-2026 15h21

182 Views
Message 43 of 43

Re: Vulnerable pensioner nan mis-sold 900mbps

Hi @natashajay 

I'm concerned there seems to be confusion about the situation of your grandmas contract, and it would probably be good to get some clarity on this. 

Although I posted the link earlier to follow, I'd like to see if I can get you some help with this. 
I'll send you private message. Please check your inbox and get back to me when you can.


I'm also going to lock this thread as there is no further replies needed.  

Thanks


Ali