BT mo­bile has never worked

The Daily Telegraph - Your Money - - FRONT PAGE -

For three to four months BT kept send­ing me texts and emails to switch to BT mo­bile. It said it could give a spe­cial deal. The deal was a brand new mo­bile for £17 per month, which in­cluded all calls and text mes­sages.

Even­tu­ally I agreed as ev­ery­thing else we have, the tele­phone line, hub, broad­band and in­ter­net, are all with BT. Just af­ter this, my part­ner had to be rushed into hospi­tal.

The phone, when we did try to use it, had hardly any sig­nal. The ac­count is in my name but, when my part­ner was out of hospi­tal, she rang BT. A per­son talked her through some steps and said it should set­tle down. She is dis­abled so has to have a phone that is re­li­able.

Yet 90pc of the time she can get no sig­nal and when she does and speaks to some­one it just cuts out. DEREK MAIT­LAND, CHESHIRE

Just af­ter the phone was de­liv­ered your part­ner went into hospi­tal and was kept in for a week. This meant that dur­ing the 14-day cool­ing-off pe­riod for can­celling the phone your minds were very un­der­stand­ably on other things.

You found out when she got home and started us­ing the mo­bile that it was use­less in­doors and, most of the time, out­side as well.

Each morn­ing your part­ner rings you at work so that you know she is OK. Most of the time, though, she could not get through with this phone. You called BT to can­cel it but were told that, as it was not within the cool­ing-off pe­riod, you would have to pay £250 to get out of the con­tract.

Some­one from BT did call you quite per­sis­tently giv­ing her own num­ber for you to dis­cuss the is­sue with her. You sent three text mes­sages ask­ing her to ring your land­line as your mo­bile cut off. When you rang her from the land­line she had gone on a two-week holiday. Mean­while you were pay­ing £17 a month for a phone that was caus­ing noth­ing but trou­ble.

Fur­ther to my in­volve­ment, BT agreed to waive the £250 exit fee. It said: “We’re sorry for the prob­lems that Mr Mait­land has had with his mo­bile ser­vice. As a good­will ges­ture we’ve agreed to can­cel the con­tract without any charges.” paid. In a let­ter to you Saga said: “Like all com­pa­nies re­liant upon com­puter op­er­at­ing sys­tems, it is inevitable that we will, on oc­ca­sion, ex­pe­ri­ence tech­ni­cal dif­fi­cul­ties which, for the most part, re­main out of our con­trol.”

Af­ter al­low­ing a lit­tle time to as­cer­tain that the on­line prob­lem re­ally was re­solved I called you again. You re­ported that the day be­fore, which had been a tur­bu­lent day on the stock mar­ket, the web­site had again not been work­ing.

The trade you had wanted to un­der­take had to be done over the phone on, as a spe­cial con­ces­sion, on­line terms.

This con­vinced you that you must now move. Mean­while, Equiniti de­nied to me that there had been a prob­lem on the day in ques­tion.

Now it said: “We are sorry that Mr C was not sat­is­fied with the ser­vice he has re­ceived from Saga Share Di­rect oper­ated by Equiniti Fi­nan­cial Ser­vices and de­cided to leave the plat­form.

“As a ges­ture of good­will we have waived all his con­trac­tual obli­ga­tions and charges.”

It didn’t con­firm this to you, though, and it was only with my prod­ding that you were clearly in­formed that the fees would be waived.

Now you are mov­ing your var­i­ous hold­ings else­where with no trans­fer costs. Equiniti as­serts that this is worth £150.

Equiniti said it con­stantly mon­i­tored the per­for­mance of its web­sites and deal­ing ser­vices and had swift pro­cesses to deal with any sus­tained or wide­spread ser­vice out­age.

From time to time it ex­pe­ri­ences cus­tomer­spe­cific is­sues that are iso­lated and some­times un­ex­plained.

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