Customer Contracts Regulations & BT order
Discussion
A question about right to cancel a BT broadband order.
Ordered on the 2/4. Equipment arrived on 18/4. Service enabled on 20/4. Never worked correctly so requested the order be cancelled on 28/4
Now the consumer regulations seem a bit grey, as I have entered a service contract AND a goods contract (home hub). Am I in my right to say the 14 day cool off period started when the hub arrived on the 18th?
cheers
Ordered on the 2/4. Equipment arrived on 18/4. Service enabled on 20/4. Never worked correctly so requested the order be cancelled on 28/4
Now the consumer regulations seem a bit grey, as I have entered a service contract AND a goods contract (home hub). Am I in my right to say the 14 day cool off period started when the hub arrived on the 18th?
cheers
Not so sure that's the case to be honest.
I placed an order with BT only last month and she took me through the cancellation process over the phone, explaining I had 14 days.
The reason I remember is that the order placed made my broadband 6 times as fast for a saving of £8 a month. We both laughed when she explained the result of my cancellation would be returning goods and the returning the broadband to the slower service and me paying £8 a month more again.
I placed an order with BT only last month and she took me through the cancellation process over the phone, explaining I had 14 days.
The reason I remember is that the order placed made my broadband 6 times as fast for a saving of £8 a month. We both laughed when she explained the result of my cancellation would be returning goods and the returning the broadband to the slower service and me paying £8 a month more again.
scrwright said:
A question about right to cancel a BT broadband order.
Ordered on the 2/4. Equipment arrived on 18/4. Service enabled on 20/4. Never worked correctly so requested the order be cancelled on 28/4
Now the consumer regulations seem a bit grey, as I have entered a service contract AND a goods contract (home hub). Am I in my right to say the 14 day cool off period started when the hub arrived on the 18th?
cheers
Do you know why it's not working correctly? Have they tried to fix it? I ask as when I had a problem with BT I contacted the Chair's office and they rectified the situation very very quickly. Ordered on the 2/4. Equipment arrived on 18/4. Service enabled on 20/4. Never worked correctly so requested the order be cancelled on 28/4
Now the consumer regulations seem a bit grey, as I have entered a service contract AND a goods contract (home hub). Am I in my right to say the 14 day cool off period started when the hub arrived on the 18th?
cheers
Previously had AOL (which became TT) which was snail slow, BT delvers miraculous speeds in comparison!
scrwright said:
Ordered on the 2/4. Equipment arrived on 18/4. Service enabled on 20/4. Never worked correctly so requested the order be cancelled on 28/4
So to cancel you will be relying on other things to do with it not working, rather than your generic 14 day right to cancel which has expired.Bert
BT (as well as the other big ISP's) have all signed up to OFCOM's Voluntary Code of Practice, usually VCOP where if you don't get the speed estimated at the time of order, after allowing them to try and help you, either by troubleshooting or sending an engineer for example, then you have the right to cancel within 90 days without penalty.
http://www.ispreview.co.uk/index.php/2014/03/ofcom...
When you say it's not working, is it speed related? Intermittent? Not working at all?
http://www.ispreview.co.uk/index.php/2014/03/ofcom...
When you say it's not working, is it speed related? Intermittent? Not working at all?
We had to take BT to OFCOM twice, winning both times.
The most recent was when we moved here, signing up to their broadband.
It never worked, at all. The engineer (when he eventually got here) to his credit did replace the wiring back to the next junction box but it was still a no go.
(We now rely on a whacking great satellite dish)
They then wanted to charge us for cancelling the service that they were unable to provide!
f
kers.
They also keep sending us (addressed, so not just scattergun approach) broadband marketing flyers. .
The most recent was when we moved here, signing up to their broadband.
It never worked, at all. The engineer (when he eventually got here) to his credit did replace the wiring back to the next junction box but it was still a no go.
(We now rely on a whacking great satellite dish)
They then wanted to charge us for cancelling the service that they were unable to provide!
f
kers.They also keep sending us (addressed, so not just scattergun approach) broadband marketing flyers. .
Basically it sort of works at the mo, but not up to speed.
Had it installed on 20th, never worked for more than a few minutes before dropping out, spent 3 hours on the phone the first week and was told an engineer would be sent out on the friday. As I work 2 hours from my office and they could only give a 6 hour window for the engineer I had to take a day off. He didn't turn up. Another 2 hours on the phone over the first weekend and engineer visit sorted for monday, another day off. Engineer replaced all lines back to the pole, still not working. Got another engineer to come and replace the hub and it now works but at 1/2 the expected speed (around 30mb) and it is slower than the old 4mb none fibre we had, browsing especially. So another call and an hour to india with no improvement I have lost my rag with them. They want another engineer visit but I am not taking another day off work for them, I am down over £600 in lost earnings already. I rang up to cancel it all and got told your over the 14 days tough titty we will screw you for the years contract value.
WIll put all this down in an email to their complains team first off and see how we get on. I still don't believe they can hold you to the 14 days from sign up as you require the hub to connect, the goods contract side of the regulations say you have 14 days from delivery of the goods to cancel, which I did. Also the service they provide wouldn't start within the 14 days, so how can you cancel when what they deliver isn't what it says on the tin.
Had it installed on 20th, never worked for more than a few minutes before dropping out, spent 3 hours on the phone the first week and was told an engineer would be sent out on the friday. As I work 2 hours from my office and they could only give a 6 hour window for the engineer I had to take a day off. He didn't turn up. Another 2 hours on the phone over the first weekend and engineer visit sorted for monday, another day off. Engineer replaced all lines back to the pole, still not working. Got another engineer to come and replace the hub and it now works but at 1/2 the expected speed (around 30mb) and it is slower than the old 4mb none fibre we had, browsing especially. So another call and an hour to india with no improvement I have lost my rag with them. They want another engineer visit but I am not taking another day off work for them, I am down over £600 in lost earnings already. I rang up to cancel it all and got told your over the 14 days tough titty we will screw you for the years contract value.
WIll put all this down in an email to their complains team first off and see how we get on. I still don't believe they can hold you to the 14 days from sign up as you require the hub to connect, the goods contract side of the regulations say you have 14 days from delivery of the goods to cancel, which I did. Also the service they provide wouldn't start within the 14 days, so how can you cancel when what they deliver isn't what it says on the tin.
Edited by scrwright on Sunday 10th May 21:56
BertBert said:
The consumer contracts regulations gives you 14 days from order. Sorry.
Bert
no it doesn't - its now 14 days from when you get the goodsBert
the advantage of using these rights is that they are automatic and you dont have to prove fautl as opposed to the supply of goods and services act 1982.
Mojooo said:
no it doesn't - its now 14 days from when you get the goods
the advantage of using these rights is that they are automatic and you dont have to prove fautl as opposed to the supply of goods and services act 1982.
I think you are mistaken. But can you clarify which regulations provide the rights you say?the advantage of using these rights is that they are automatic and you dont have to prove fautl as opposed to the supply of goods and services act 1982.
BertBert said:
Mojooo said:
no it doesn't - its now 14 days from when you get the goods
the advantage of using these rights is that they are automatic and you dont have to prove fautl as opposed to the supply of goods and services act 1982.
I think you are mistaken. But can you clarify which regulations provide the rights you say?the advantage of using these rights is that they are automatic and you dont have to prove fautl as opposed to the supply of goods and services act 1982.
http://www.legislation.gov.uk/uksi/2013/3134/regul...
scrwright said:
Basically it sort of works at the mo, but not up to speed.
Had it installed on 20th, never worked for more than a few minutes before dropping out, spent 3 hours on the phone the first week and was told an engineer would be sent out on the friday. As I work 2 hours from my office and they could only give a 6 hour window for the engineer I had to take a day off. He didn't turn up. Another 2 hours on the phone over the first weekend and engineer visit sorted for monday, another day off. Engineer replaced all lines back to the pole, still not working. Got another engineer to come and replace the hub and it now works but at 1/2 the expected speed (around 30mb) and it is slower than the old 4mb none fibre we had, browsing especially. So another call and an hour to india with no improvement I have lost my rag with them. They want another engineer visit but I am not taking another day off work for them, I am down over £600 in lost earnings already. I rang up to cancel it all and got told your over the 14 days tough titty we will screw you for the years contract value.
WIll put all this down in an email to their complains team first off and see how we get on. I still don't believe they can hold you to the 14 days from sign up as you require the hub to connect, the goods contract side of the regulations say you have 14 days from delivery of the goods to cancel, which I did. Also the service they provide wouldn't start within the 14 days, so how can you cancel when what they deliver isn't what it says on the tin.
Despite what they tell you, the people they send are not engineers. You'd be pushing it to call them technicians, and I know a couple of very good wiremen how would be upset to be lumped in with them.Had it installed on 20th, never worked for more than a few minutes before dropping out, spent 3 hours on the phone the first week and was told an engineer would be sent out on the friday. As I work 2 hours from my office and they could only give a 6 hour window for the engineer I had to take a day off. He didn't turn up. Another 2 hours on the phone over the first weekend and engineer visit sorted for monday, another day off. Engineer replaced all lines back to the pole, still not working. Got another engineer to come and replace the hub and it now works but at 1/2 the expected speed (around 30mb) and it is slower than the old 4mb none fibre we had, browsing especially. So another call and an hour to india with no improvement I have lost my rag with them. They want another engineer visit but I am not taking another day off work for them, I am down over £600 in lost earnings already. I rang up to cancel it all and got told your over the 14 days tough titty we will screw you for the years contract value.
WIll put all this down in an email to their complains team first off and see how we get on. I still don't believe they can hold you to the 14 days from sign up as you require the hub to connect, the goods contract side of the regulations say you have 14 days from delivery of the goods to cancel, which I did. Also the service they provide wouldn't start within the 14 days, so how can you cancel when what they deliver isn't what it says on the tin.
Edited by scrwright on Sunday 10th May 21:56
will give this one a go, her name seems to be on the bottom of the cancellation letters
http://www.ceoemail.com/s.php?id=12034&c=BT%20...
http://www.ceoemail.com/s.php?id=12034&c=BT%20...
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