Reader threatens to cancel BT package – and saves £50 a month Regular readers of Consumeractive will know that goods you buy have to be ‘fit for purpose’ under the Consumer Rights Act (CRA). But what about products that are ‘lent’ to you as part of a service, such as set-top TV boxes included in broadband packages? Well, these are also covered by the CRA, as we explained in David Harrison’s case against BT (Issue 509).
He wanted to cancel his contract because BT’S set-top box had stopped working twice since July 2016. Programmes would often freeze or fail to record. Under the CRA, BT had one chance only to repair it. When this failed, David was entitled to cancel his contract without an early-termination fee. It’s important to note that David couldn’t claim for a refund for the set-top box because he never legally owned it.
David followed our advice and told BT he wanted to cancel. As often happens with cancellation threats, this prompted BT into action. It took back the set-top box, cancelled David’s TV contract and allowed him to switch to a cheaper package, saving him £50 a month.
The CRA also covers you if you need to spend money to replace a device that comes with a service, although that doesn’t apply in David’s case.