BT Bundle Cancellation

In Jan 2010 I responded to a BT online advert that offered BT Broadband and unlimited phone calls; this was on an 18 month contract.
From the start the customer service left much to be desired (forgive the understatement).
The service has staggered along with line speeds fluctuating between 2 - 6 mbps.
I recently noticed that I was also being charged for the 'anytime' service on the phone line. (I had this before and thought that the 'bundle' would cancel it out).
Upon querying this with BT they said that my contract included evening and weekend calls only and that the 'anytime option was only included in the bundle in March. Latterly they have also claimed that it wasn't introduced until July. Whatever, it is now in the current offer.
Having spent many fruitless hours talking and writing to foreign call centres where the communications have very often 'fizzled out' through being passed from one unhelpful agent to another, I decided to change supplier.
I have put this to BT and asked for a price for the services that I require if I stay with BT but also stating that I am looking to move because of the poor service. These services now requested would bring BT more than I currently pay. As usual they have replied with the usual 'you have written to us about....' but with no answer.
They have said that I am tied into the 18 contract but because I ordered the bundle online rather than using an agent on the phone there is nothing they can do.
However, when I look at the BT Ts and Cs and Tariff, there are no figures for the bundle that BT say that I have: There ARE figures for the bundle that I say I have.
As the bundle that BT says I have appears not to be covered by the BT Ts and Cs and Tariff I wonder if 'the contract' is nullified. They have promised to send hardcopies of all relevant documents. Nothing has been sent.

There are Bundles and there are Bundles, BT has only reccently started selling Bundles so i doubt the one you have is classed as a bundle, its more than likely a special offer made to look like a bundle. As you have ordered the srvice on line you are pretty much farked as you will have ticked the box agreing to the T&C so if you cancel before the minimum period has elapsed you will be charged HTT (Held to term )charges for breaching the contract i.e. not keeping the service untill the minimum commitment period is over (the 18 months in your case)

Thanks, Geordiekris,
Have rechecked the Ts and Cs and the Tariff and I find a separate note that says that the Unlimited Evening and weekend phone calls are offered with all the Broadband packages. My understanding was that the 'Unlimited' included both Broadband and phone calls.
However, one ray of light - Clause 24 of the Ts and Cs says that I can upgrade at any time and the contract period is then the months remaining on the original contract.
Question is - does moving to Anytime Broadband and Anytime Phone Calls from Anytime Broadband and Unlimited Evening and Weekend Phone Calls count as an upgrade in BT's eyes - they're both now the same price. So much for customer loyalty.
I was mooting whether to add BT Vision and cancel Sky but as usual, the emails with the Help Desk have fizzled out and they haven't replied to my request for a quote. However, looking at the weasel words, I guess that their commitment to providing a 'Help Desk' doesn't mean that they have to supply help!
I'll know what to do when the contract ends or perhaps sooner.

depending on what package you have you may have 2 seperate contracts one for the broadband service and one for the calls package, so upgrading from evening and wekkend calls to anytime calls would be seen as an upgrade however carefull here as i seem to remember reading soem where that the anytime call plan comes with a 12 month contract so i dont think your contract would change for the better for you. i suggest you call BT's custoerm option steam on 0800 800 030 and check out exactly what "bundle" or seperate contracts you have and then go from there think they are open 08.00-21.00 mon-fri and 08.00-20.00 sat 09.00-18.00 sunday if memory serves.

Hi geordiekris
Think I have found the cause of the problem. In their current advert (similar to the one to which I responded) in the large print they advertise a package with Anytime Broadband and Calls (as opposed to Anytime broadband and Weekend Calls). When you move down the page you see in the small print that the call plan is in fact for evenings and weekends only. Misleading or what? Trust its a typo as the two lines are contradictory. Have written to their CS Director and will copy to OTELO and ASA if necessary.
Thanks again for your interest.

Hi Mowgli31

I can see from this thread you have written a letter in to BT, if you wouldn't mind if you could send me a copy to [email protected] we could have this looked into on your behalf.

If you choose to send an email please make sure to include your BT account number and a link to this thread.

Thanks

Stuart

et voila

hopefully the care chaps will sort for you

In reply to a post by mowgli31:

they advertise a package with Anytime Broadband and Calls

I fear you are confusing "Anytime" with "Unlimited".

There is no such Bundle as you state. All BB is "Anytime". They do have "Broadband and Anytime Calls" and "Unlimited Broadband and Calls"; either of which would do for you, as both include Anytime Calls, depending on what usage limit you desire.

was this a press advert or an advert on a 3rd party site ?

While your offer to help the OP is commendable, I think that this again illustrates the fact how confusing or even misleading BT's adverts truly can be. I think the OP has sufficient grounds to cancel his contract with BT.