Paying out of contract price because ordered hasnt been completed for over 2 months

AhhBisto

AhhBisto

AhhBisto

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Joined
23 Feb 2019
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461
Bit of a pickle, a relative is currently paying out of contract pricing on phone and broadband with BT because a line regrade is yet to be completed after 2 months and wont be till at least november.

They say it's fair to charge £43 for Fibre 1 because she's technically out of contract and she's receiving a service (not fibre 1 just standard broadband because they still haven't installed it). So she's essentially paying twice as much for a service she's not fully receiving. Bills are topping £90 a month!

Am I right to think it's unacceptable to charge out of contract pricing for a service she's ordered but hasn't even received yet?
 
You're omitting some key info here. Who's fault is it that she's OOC? Hers or BT's?

If it's hers then suck it up, pay it and prevent it from happening again.

If it's BT's then get all the correspondence together and throw the book at them.
 
Ah sorry, no her contracted ended before we ordered. We ordered Fibre after they told us it was available (they had been for over a year emailing her this). I helped her ordered it shouldn't have taken a couple of weeks in fact 2 direct neighbours got their service even though they ordered a month after.

We ordered simple because her contract had ended and needed to renew. I ordered for her on the phone after confirming 3 times fibre was available and even spending 2 weeks to get the openreach confirmation. They said the entire package with all her options would be £45 a month. Thats basically where this mess had started. I already had £40 knocked off the first month but I cant keep calling for discounts every month thats insane.
 
Diddums said:
You're omitting some key info here. Who's fault is it that she's OOC? Hers or BT's?

If it's hers then suck it up, pay it and prevent it from happening again.

If it's BT's then get all the correspondence together and throw the book at them.
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No she was never informed of being out of contract even after the previous years they instructed she would be informed.

In my opinion she's 100% not at fault, I help her with her account and get the same emails. I stayed with her and ordered the package as her contract had ended and it should have been completed simply. None of the neighbours had any issues. Infact the biggest cheek is that the bt accesses cover is on her front lawn!

Edit: the only reason I knew she was out of contract was her bills had significantly shot up. I double, triple and quadruple checked for anything that said her contract was ending as this happened twice before and nothing.
 
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AhhBisto said:
Ah sorry, no her contracted ended before we ordered. We ordered Fibre after they told us it was available (they had been for over a year emailing her this). I helped her ordered it shouldn't have taken a couple of weeks in fact 2 direct neighbours got their service even though they ordered a month after.

We ordered simple because her contract had ended and needed to renew. I ordered for her on the phone after confirming 3 times fibre was available and even spending 2 weeks to get the openreach confirmation. They said the entire package with all her options would be £45 a month. Thats basically where this mess had started. I already had £40 knocked off the first month but I cant keep calling for discounts every month thats insane.
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Just ask them to sort out refunding once the new line is active, that way you aren't calling every month. Means overpaying a bit, but they should be able to credit it back as a positive balance for future bills to bill against, or refund in cash if necessary.

Not your fault if the line isn't active yet if they are taking time to make it so and charging more in the interim, but it sounds like it's easier to sort out once the new line is ready.
 
They have miss sold you (or her) service then.

Get onto them and get a refund now. Get them to charge you for the service they are providing until they can provide fibre.
 
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