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

[AhhBisto]

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?

 

[AhhBisto]

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.

 

[AhhBisto]

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.

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.