I treat my broadband and phone like any other annual bill that gets reviewed each year. I compare and swop my service providers each year to make the most of generous new customer offers and high cash back available when I click through and switch via TopCashback. You can normally get £100 to £150 cash back, FREE CASH! for switching via TopCashback! In 2018 I swapped over from EE to BT. There was a good deal for landline and broadband and I received £120 cashback.
I spoke to a professional from Aerial Installation about cancelling my BT contract, and they said, “There are several ways to cancel your BT broadband service. However, it depends on whether you’re changing to a different broadband provider, whether you’re moving to another address or whether you’re cancelling for an entirely different reason. And, it is very much possible that exit fees that might apply when you end your BT service”. However read on to see how I avoided my penalty.
Problems from Day 1
The problems started pretty much from day 1 when the transfer over from EE to BT failed on two separate occasions. The switch was due to happen in July and ended up being completed in September. I made a complaint at this point as I had to spend hours on the phone sorting out the issues.
I won’t bore you with the story, but I was passed from department to department, had to explain my story multiple times. Eventually I got a resolution and received some compensation of around £50 for the inconvenience. First point to note, always ask for compensation when you have had to spend time resolving issues.
I spent the next year using BT broadband. I was never particularly happy as the broadband speed was very slow and often sporadically stopped working. Whenever I called to complain they assured me that all was fine with my line. I knew that I would be leaving this company at the end of my 12 months as I had had enough of mistakes and poor levels of customer service.
What I hadn’t quite appreciated through not reading the T’s and C’s properly when I signed up was that I had signed up to a 12-month phone contract and an 18-month broadband contract. Sneakily done there BT.
When its came to month 13 I was tied in and had to revert to standard monthly landline billing of £20ish per month. I was raging at this point that they had tricked me into a contract that was mismatched. So, I asked to leave. I was told the cancellation fee as I was still in broadband contract was £180!!
I was not prepared to accept this and by this point I wanted out. I was not going to pay a penny more to BT for anything with the terrible customer service, shoddy slow product, high prices and sneaky customer lock in tactics.
Complain to BT
I complained and complained until the compliant was escalated. Eventually I was passed through the customer resolutions department. Big piece of time saving guidance here, ask to be put straight through to here if your complaint warrants it. I was appointed my own complaints person who listened to my troubles of the past year and agreed that my issues were a huge concern and none of them should have happened.
This one lovely advisor agreed that my contract could be terminated with no penalty payable thus allowing me to swop everything over to Sky instead. Getting another TopCashback new customer bonus in the process.
Moving to Sky
I moved and was paying the same price with Sky as I was with BT, but with fibre broadband with speeds of maybe 10 times what I was getting with BT. I did also get £80 of cashback as I processed the broadband transaction through TopCashBack.
Sky is not perfect. I hate the amount that we pay each month for Landline, Broadband and TV. Sky sports being the big expense. But it works. And on the odd occasion when I do have a problem their customer service has always been first rate.
Don’t accept the terrible customer service from BT and give up if you have an issue. Escalate to the customer resolutions department and ask and ask again for compensation if things have gone wrong. If you don’t ask, you don’t get. As a final goodbye, they gave me a £40 credit to my bank account to say sorry.
Have you had issues with BT, how did you get a resolution?