digital voice/new contract

[crescentbay-west]

Hello,

I rang about organizing the digital voice switch over and got passed to a sales person for a cheaper contract by the time she had bamboozled me I was on a new more expensive contract (fibre halo 3+ from halo1) I didn't want to be on. I rang a couple of days later to cancel it, I was told the delivery charge and contract would be cancelled but I received no confirmation email, rang again yesterday to find the contract hadn't been cancelled. And the call centre I called yesterday wouldn't cancel it they said it would be sorted after the set up, I asked for an email confirming this but non was received. I am still the 14 days cancellation period and in my rights to cancel it its like they are trying to drag it out passed the period so I can't leave

[imjolly · Accepted solution]

try contacting billing using message now link and see if they will help you cancel

https://www.bt.com/help/contact-bt/account-and-billing/broadband

if you don't get any help then email customer resolutions  and they will help you

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[iniltous]

Why call about the change to DV ? , if you had (have) BT broadband and a PSTN phone service (so the phone connected to the wall socket and not the router socket ) you would have been contacted by BT before the end of January 2027 at the very latest to change to DV and that would have had no contractual change, same minimum term as you already had etc , contacting BT instead of waiting to be contacted is not the appropriate action .

[gg30340]

Get back in touch with BT and insist that they cancel the contract that they have put you on and that you do not need to wait until the set up. They are legally obliged to cancel it now.

If they fail to cancel it email the BT CEO, you will find her email address with an Internet search. You will not get her to respond but the Executive Team will pick up the complaint.

Be sure to include everything that the Customer Service reps have told you and how they are ignoring your Statutory right to cancel the expensive package that they put you on without your agreement.

As an aside you should not take out a Halo package. It is an unnecessary expensive add on that virtually nobody needs.