OK IF YOU STAY BUT TRY TO LEAVE AND THEY TURN NASTY
Have had infinity option 2 and phone for 14 months. We had no choice to come to BT as they were the only ones who offered fast broadband in the area we moved to. They set it up ok and all was fine, or so we thought. We had a buzz on the line and whenever we spoke to people on the landline they said they couldn't hear us properly. We contacted Bt who arranged an engineer to come out. Once the engineer arrived he explained that if the fault was down to us then there would be £100 charge but if the fault was on the line then it would be repaired for free. Can you guess what the conclusion was? Thats right the fault was down to us! to say i was gobsmacked is an understantement. How can it be down to us? the engineers installed everything. We had moved into the house 3 days previously. ARGH!! no amount of calls helped so we were charge the £100. This had signed their fate as we decided as soon as we were out of contract we would switch. Luckily we only had a 12 months contract. A week or so after the contract ended we applied to move to plusnet as they were now offereing fibre broadband in our area. We got a mac code and started the transfer. Then the trouble began. I have since found that BT are still charging me for braodband even though they are no longer supplying it. Theresa Morgan the customer service rep who called me said they would continue charging me for the braodband until plusnet sent confirmation of the internet now working with them! Plusnet said they dont send confirmation and that the initial request is all Bt needs. Theresa Morgan even used the tags checker which is the system they use to see who is supplying broadband to a specific address and she admitted it was plusnet but was still adament we would be charged! I was fuming. I tried to get back in touch with her to no avail, i opened a new complaint, 3 days later im still waiting for a reply. I put my problem on twitter, where funnily enough i got a reply within a couple of hours, saying we will look into your problem. They haven't done anything. I called and spoke to 4 other people and none of them could/would help. They offered to cancel the broadband service for a charge of £30. I explained i had used a mac code to transfer so there shouldn't be a charge.....and round and round we go. I'd had enough so i contacted ofcom who were brilliant. They informed me that BT were in the wrong and that they couldn't continue to charge me if they weren't providing the service. I have now cancelled my direct debit and they can waste their time trying to prove i owe them the money instead of me chasing them to prove i dont. Please dont go with BT there are plenty of alternatives out there. Save yourselves!