[Dykeolicous]

My parents were existing Infinity customers and considered BT Sport as it was available free to them. So at the start of June they contacted BT to find out more. After some struggles with the BT Advisor their order was placed.

Fast forward to yesterday and my mother calls BT. This is to find out what options are available as her Infinity contract minimum term finishes in August. She has now been informed as she placed an order for BT Sport she is now tied into a contract. In addition she has had a contract renewal for her Infinity product due to ordering BT Sport. She disagrees strongly she was ever told about a contract renewal for Infinity in her conversation. Emails sent from BT do not state a new contract. Nor a period of time for a new contract and/or start and end date. Had she been advised on the call she would've held off taking BT Sport.

Having read post on other sites such as thinkbroadband I just wondered if anybody else has come across this.

Thanks in advance for any helpful comments on this matter.

[d'@ve]

Yes, taking up the "free" BT Sport offer does tie you into a new 12 month BT Infinity contract, unless there is at least 12 months remaining on your existing contract. This should have been pointed out when she enquired prior to ordering, and again when she placed the order.

However, as BT Sport has not yet commenced broadcast operations, I'd have thought she can cancel her order and thereby escape the new contract. She certainly should be able to.

I do not, however, know the legal position but in her situation, I would do exactly that and would be hopping mad if BT tried to hold me to it.

[promo-only]

Quote:

Originally Posted by Dykeolicous

My parents were existing Infinity customers and considered BT Sport as it was available free to them. So at the start of June they contacted BT to find out more. After some struggles with the BT Advisor their order was placed.

Fast forward to yesterday and my mother calls BT. This is to find out what options are available as her Infinity contract minimum term finishes in August. She has now been informed as she placed an order for BT Sport she is now tied into a contract. In addition she has had a contract renewal for her Infinity product due to ordering BT Sport. She disagrees strongly she was ever told about a contract renewal for Infinity in her conversation. Emails sent from BT do not state a new contract. Nor a period of time for a new contract and/or start and end date. Had she been advised on the call she would've held off taking BT Sport.

Having read post on other sites such as thinkbroadband I just wondered if anybody else has come across this.

Thanks in advance for any helpful comments on this matter.

If she's absolutely sure that it wasn't mentioned on the phone, she should get back in touch with them and tell them that she wouldn't have added BT Sport had she been correctly informed about - and agreed to! - a contract extension.

Did she make a note of the date, time and name of the operator she spoke to? Tell them you want them to review the original recording of your call and also casually mention Trading Standards and OFCOM, especially if she doesn't seem to be getting anywhere!

Good luck!

[Dykeolicous]

Thanks for the replies. As I work in the similar sort of work I've told to ask for the call to be listened too. So will await their verdict.