I took BT to court for internet errors
Last year we were persuaded by BT Business to switch our broadband service from our residential line to our business one. We were promised a faster and better service.
On the day of the switch the speed was half what it had been previously so we cancelled the move well within the cooling-off period.
I telephoned BT requesting that the broadband be put back on to the residential line.
I was forced to take a new contract and had to pay for another hub.
A bill then arrived that I was told was for the business broadband. I was advised it would be cancelled. It wasn’t and then the broadband was disconnected. STEPHEN HARRIS, WARWICKSHIRE.
Four days after I contacted BT the broadband was reconnected, having been out of action for three weeks. You also received a credit note for various money taken totalling £543.
However, BT said it would not compensate you for the lack of broadband, which you calculated precisely at £142.
I went back to BT, but to no avail. After months of this you began the process of taking your case through the small claims court.
Three weeks after the papers were served, BT arranged to refund the full claim value. This covers £24 for loss of broadband for three weeks, £25 for telephone calls to BT, £61 for the hub and its delivery and £32 for mobile data from another provider. With £25 for court fees this came to £167 in all.
You did this online and say you did not dare to risk including out-of-pocket expenses, which included £150 for 15 hours of your time, £5 for postage for eight letters, and envelopes, paper and printing at £2.
Over the months, I called BT about your case at least 10 times.
How disappointing it is that only when pushed into a corner did BT pay your main claim. You say you regret not having had a day in court. as mine. Someone I know advised me to get in touch with you. MR, LONDON
You then had a third disconcerting letter.
I spoke to TV Licensing and it quickly traced the payment.
It says there was a problem in the database to do with your address.
It has tweaked this now. It would like to apologise to you for causing this concern.
TV Licensing has told you to ignore any further letters. You now also have written confirmation that your fee has been received.
I also asked it how someone in your position, who does not use the internet, can approach it to resolve a matter such as this before things get out of hand.
The number to ring is 0300 790 6071.
Three sets of options would need to be initially navigated, each time taking the “anything else” one and then, in a fourth round, choosing “all other inquiries”.