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Message 1 of 10

Got another Sim card. My whole BT package has restarted?

Hi, I recently purchased another Sim for my BT Mobile package. I have just realized that they have completely changed the date of my whole broadband, TV  contract to restart as the same date as the additional sim.

I know if you change other products that it restarted your contract but not just BT Mobile.

Also this from BT themselves.

If you are a BT Mobile customer, then your BT Mobile contract is treated separately from any other BT products or services. Recontracting or upgrading your BT Mobile service with BT will not cause any changes to the contract end date for any of your other BT products or services.

Can someone please explain then why they have stated me on a new 24 month contract for everything.

Thank you

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Message 2 of 10

Re: Got another Sim card. My whole BT package has restarted?

BT Mobile are separate services, any other terms are not impacted, something clearly isn't right.
Did you purchase the new sim online via BT.com or by phone ?

Speak with the connections team, they are the experts on orders and can see if something odd happened and why, they can also correct any mistakes.

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Message 3 of 10

Re: Got another Sim card. My whole BT package has restarted?

Hi, Thanks. I tried to order the additional SIM from my BT account online but there were problems and it wouldn't let me do it and in fact I posted about it on this forum.

I ended up having to phone them to get it and informed them of the problems I was having.

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Message 4 of 10

Re: Got another Sim card. My whole BT package has restarted?

Your broadband would be renewed if you changed TV packages, unless you have a new flexible package.
Your BT TV service doesn't have any link to BT mobile though, there's no reason changing a BT mobile plan or adding would pull the BT TV service into the order journey.

You definitely need to speak with the connections team, ask for an explanation, as it was by phone there will be a call to listen to if needed.

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Message 5 of 10

Re: Got another Sim card. My whole BT package has restarted?

Thanks. I will phone them. Do you know what the number is?

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Message 6 of 10

Re: Got another Sim card. My whole BT package has restarted?

Ok the latest. I decided to go straight to the complaints team. Spoke to them and they transferred me to retentions. To cut a long story short they said I must have agreed to the new contract on my telephone conversation. I told them I remember the guy reading out basically the contract, I had. Anyway after a manager listened to the original phone call it was confirmed that I hadn't agreed to anything new.

They said I had been sent an email about the order and give me the time it was sent.

Unfortunately I hadn't seen it as it was sent 1 minute after the email regarding the order of my SIM card and Google mail had joined them together.

Basically not alot they can do as 14 days have passed but have agreed that if I wish I can cancel the contract after 12 months without penalty,

The underhand way that this new contract was applied leaves me utterly disgusted and I will be leaving them in 12 months time.

I would urge everyone to check everything carefully if you phone up for something not related to your contract at you may fine the same occurring.

The manager is going to speak with the advisor who obviously done this dirty deed.

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Message 7 of 10

Re: Got another Sim card. My whole BT package has restarted?


@mrnkarwrote:

The underhand way that this new contract was applied leaves me utterly disgusted and I will be leaving them in 12 months time.


That is not how BT operate, contracts are agreed by both parties, is the complaint still open ? explain you don't agree to the closure until the account is restored to what you agreed, if they are unable to do it, request it be escalated.

Let us know how you get on, if you still need help we can ask a moderator to get involved, they are really busy at the minute and a small team, so try the normal escalation route first.

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Message 8 of 10

Re: Got another Sim card. My whole BT package has restarted?

Hi, They are saying that as I had been sent an email with the new order details that the v contract stands. The fact that I didn't see it doesn't matter in their eyes. I argued the fact that if I had seen it I would have contacted them straight away.

I asked them to reinstate my original contract or at least make the new one for 12 months which is how long was left on my contact but she said they couldn't but would put it on file that I could cancel in 12 months without penalties. 

She then asked if they could close the complaint and I said no, not without what she had told me was received in writing.

She said it will be on my account and give me her ID number & managers name and so could she close the complaint, which I then agreed to.

I'm sorry I did now but I had been on the phone with them for over an hour and was just relieved that it was proved that I hadn't agreed to a new contract.

 

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Message 9 of 10

Re: Got another Sim card. My whole BT package has restarted?

If you're happy with the outcome, leave it as it is, if you still remain unhappy you can reopen the complaint 🙂

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Message 10 of 10

Re: Got another Sim card. My whole BT package has restarted?

Thanks. I will leave it for now. Hopefully they stick by their word and when I go to cancel in 12 months there won't be any problems.

They sent me a survey in a text and I scored them 0 and they then asked why. I told them, it was because they had started a contract without my consent.

Thanks for your help.

 

 

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