Another dubious action by BT
Discussion
Yesterday O/H received a text from BT (phone & broadband account is in her name) advising another customer wanted to take over our phone line. We hadn't asked for this and wanted it cancelled so phoned the number in the text.
After waiting over half an hour, being transferred twice and having to verify our identity three times with PINs, we got through to someone able to action the cancellation. The line was poor so it wasn't easy hearing what was being said but we heard him reading out the terms of a new contract - which we neither requested nor wanted, our existing one has over eight months to run.
When he was questioned about this he said it was a legal requirement so we let him finish and asked for a text or email confirmation of what he had done, i.e. that he had cancelled the line take over. By this time we'd been on the phone for over an hour.
What we received was an email advising that we had been transferred to a new phone & slower broadband contract (Fibre 1 [50Mb] instead of our existing Fibre 2 [67Mb]) and at a higher price albeit by less than a pound a month. No mention of the line takeover at all.
I've been in touch with BT today and they're (hopefully) going to return us to our original contract. The cynic in me is telling me this is a ploy to foist an inferior service on their customers and it really pisses me off.
Has anyone else experienced this recently?
After waiting over half an hour, being transferred twice and having to verify our identity three times with PINs, we got through to someone able to action the cancellation. The line was poor so it wasn't easy hearing what was being said but we heard him reading out the terms of a new contract - which we neither requested nor wanted, our existing one has over eight months to run.
When he was questioned about this he said it was a legal requirement so we let him finish and asked for a text or email confirmation of what he had done, i.e. that he had cancelled the line take over. By this time we'd been on the phone for over an hour.
What we received was an email advising that we had been transferred to a new phone & slower broadband contract (Fibre 1 [50Mb] instead of our existing Fibre 2 [67Mb]) and at a higher price albeit by less than a pound a month. No mention of the line takeover at all.
I've been in touch with BT today and they're (hopefully) going to return us to our original contract. The cynic in me is telling me this is a ploy to foist an inferior service on their customers and it really pisses me off.
Has anyone else experienced this recently?
I've discovered it has a name, "slamming" and Ofcom has been aware of it for decades: https://www.ofcom.org.uk/phones-telecoms-and-inter...
It seems odd, from their website, that I should have been 'slammed' by my own provider, BT, but that's what seems to have happened.
It seems odd, from their website, that I should have been 'slammed' by my own provider, BT, but that's what seems to have happened.
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