New BB & TV Contract not what I wanted

[Patzee]

My BT contract for Fibre 2 BB & Sport plus a home phone is ending on 13 Nov. I wanted to cancel my home phone and renew the BB & Sport so rang customer services. I was offered BB for 24.99 and sport 25.00 for 1st month then £20. I asked why 1st month was dearer and the rep said I would have some extra channels for the first month. Said I only wanted TNT and Discovery+, like my existing contract, but he said this was how I could get the BB for £24.99. He was very vague and in the end I took this deal. (The call went on for ages after having to wait for 20 mins to get through - I am 78 and just wanted to renew what I had) When the email arrived, I find he has put me on Full Works for £25 per month, which goes up to £80 after 3 month,) I was horrified. I rang customer service straight away and explained what had happened. The very helpful chap named Ryan said not to panic, that I was on Flexible TV and after 30 days could change to Sport or Entertainment as I wished and assured me that I would not be paying £80 a month for the rest of my contract. This was a slight relief but I'm now trying to find out how much each of the other packages I can change to will cost. Can anyone explain how this all works. All I really wanted was BB & Sport (TNT and discovery+ because we like to watch motorbike racing) Is there any way I can cancel this Full Works thing and just have the Sport I wanted. The new contract was taken out yesterday and starts on Thursday. Sorry to waffle on but I'm still a bit upset.

[zulu17]

Perhaps the moderation team could get Executive Complaints team involved in investigating and resolving this,  I will alert moderators to this thread.

[Patzee]

Thank you for your quick response

[Brucemeister5]

I believe that one of the issues with taking full works on a special offer is that when you flex to one of the other less expensive packages, you are still stuck with Netflix which you may not want. If this is still the case, it will need to be looked into.

[Patzee]

Thanks for that. I'm still unsure of what you do get if you flex down and how much each service costs, I can't face another call to customer services just yet. But we do have Netflix separate from the BT contract so if that is included, it would not be a problem.

[Brucemeister5]

Ok, that’s great. I just wanted to make you aware of that.

[Alex_H]

Hi @Patzee,

I have just sent a private message to your inbox so we can help you with getting full clarity on your new package and the options available, to make sure it suits you. Please take a look when you are able to.

Alex

[Patzee · Accepted solution]

I want to thank all the very helpful people in this community for sorting out this problem for me.

Thank you @zulu17 for quickly alerting the moderators to my problem.

Thank you @Alex_H for contacting me straight away and referring me to the Executive Complaints Team.

And thank you David from that team, who has sorted everything for me - cancelling the original order and giving me what I wanted all along  - renewal of my Broadband and TNT Sport package.

It's so reassuring to know that this community is here, ready and willing to help when needed.

Thank you all xx

[Alex_H]

@Patzee Thanks for coming back to the community to provide an update on your issue. I am really glad David was able to get your order all sorted for you.

Alex