Happy BT out­comes bring fes­tive cheer

Computer Active (UK) - - Consumeractive -

Two Com­put­er­ac­tive read­ers will have a lit­tle ex­tra money to spend this Christ­mas af­ter re­ceiv­ing good out­comes from BT. In Is­sue 513, we re­ported that Ed­mund Hobby wanted to can­cel his broad­band con­tract af­ter BT moved him on to a more ex­pen­sive deal with­out telling him. This broke one of Of­com’s golden rules, in­tro­duced in 2012, that providers have to warn cus­tomers if they are to be moved to a new deal. You are given a 14-day cool­ing-off pe­riod to can­cel with­out a penalty.

Also, providers must give you 30 days’ no­tice of any price in­crease. They can charge you should you de­cide to can­cel your con­tract early, but not if the price rise is above the rate of in­fla­tion (which stands at 2.8 per cent: www.snipca.com/26298).

Even if the rise is be­low this rate, you can take your case to an om­buds­man if you be­lieve the in­crease will be ‘ma­te­ri­ally detri­men­tal’ to you. This doesn’t just mean you’ll be worse off; it specif­i­cally means you won’t be able to af­ford ne­ces­si­ties, such as rent, mort­gage, util­i­ties and food.

Af­ter ap­proach­ing BT with this in­for­ma­tion, Ed­mund emailed us to say: “Within a very short time I re­ceived an of­fer of a very good deal. I should like to say thank you to Con­sumer­ac­tive”.

In the other case (see Is­sue 509) reader David Har­ri­son wanted to can­cel his BT TV con­tract be­cause the set-top box was faulty. BT let him do this, and also said he could keep the box to ac­cess other chan­nels, spar­ing him from hav­ing to buy an­other one.

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