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BT Cannot Renew My Contract |
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#1 |
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Forum Member
Join Date: Nov 2016
Posts: 619
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BT Cannot Renew My Contract
I have had Infinity on fibre for the past eighteen months, and my contract is about to run out. I want to renew and include BT TV this time
However, BT's system does not say that I am on fibre so they cannot offer a new contract. The customer service people are very understanding and sympathetic because I am apparently not alone in this situation. "It's a fault they are trying to remedy" is the stock answer. Various of them have tried things that they thought might solve it but without success. I gather it is something to do with Open Reach It also means that I cannot switch and go to another service provider because they get a "no fibre" when they check My bill is paid monthly, on line, and always includes the cost of fibre in black and white I do not know what I can do, I have reported this to OFCOM who have simply passed it to the relevant OFCOM person |
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#2 |
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Forum Member
Join Date: Jun 2004
Location: Nr. Nuneaton, Warwickshire
Posts: 2,371
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Quote:
I have had Infinity on fibre for the past eighteen months, and my contract is about to run out. I want to renew and include BT TV this time
However, BT's system does not say that I am on fibre so they cannot offer a new contract. The customer service people are very understanding and sympathetic because I am apparently not alone in this situation. "It's a fault they are trying to remedy" is the stock answer. Various of them have tried things that they thought might solve it but without success. I gather it is something to do with Open Reach It also means that I cannot switch and go to another service provider because they get a "no fibre" when they check My bill is paid monthly, on line, and always includes the cost of fibre in black and white I do not know what I can do, I have reported this to OFCOM who have simply passed it to the relevant OFCOM person Anyway, after a few weeks of getting nowhere I e-mailed the current CEO who passed it on to the Executive level complaints. It still took them a number of weeks to get the order through as it kept being cancelled but they did eventually put things right, so you may want to e-mail the CEO if you feel you're getting nowhere. Before you e-mail the CEO drop the @btcare team on twitter a direct message & I'm sure they'll be able to help you faster - if they're not helpful then do e-mail him. |
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#3 |
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Forum Member
Join Date: Jun 2002
Location: Scotland, Dunfermline Area
Posts: 10,698
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Hope its sorted soon as I'm due to renew all my BT contracts come mid January.
Will also see if I can get a discount again for my BT Infinity and BT TV. Darren |
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#4 |
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Forum Member
Join Date: Nov 2016
Posts: 619
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Quote:
BT left us without broadband after we were (unknown to us) migrated to another provider. It took them 10 weeks to get us connected again! We were "slammed" apparently.
Anyway, after a few weeks of getting nowhere I e-mailed the current CEO who passed it on to the Executive level complaints. It still took them a number of weeks to get the order through as it kept being cancelled but they did eventually put things right, so you may want to e-mail the CEO if you feel you're getting nowhere. Before you e-mail the CEO drop the @btcare team on twitter a direct message & I'm sure they'll be able to help you faster - if they're not helpful then do e-mail him. Thanks for this, I have emailed the CEO and hopefully he will help. I don't know if he is anything to do with Open Reach where I think the problem is so fingers crossed I don't do twitter so can't go down that path Thanks again |
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#5 |
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Forum Member
Join Date: Sep 2010
Location: Lydney,Gloucestershire
Posts: 66
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Quote:
Thanks for this, I have emailed the CEO and hopefully he will help. I don't know if he is anything to do with Open Reach where I think the problem is so fingers crossed
I don't do twitter so can't go down that path Thanks again They are excellent. |
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