CASE UP­DATE

Computer Active (UK) - - Consumeractive -

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.

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