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Slawomir's complaint against BT

Slawomir Dziedziula


Cooling off period not honored how it's defined in terms and conditions.

Complaint against BT

I have switched from EE to BT Broadband. Since I switched my upload speed has decreased from 800kbps to 448kbps. I complained to BT about that, but they told me this is the speed I suppose to have. I decided to cancel the broadband and move to my previous provided (EE). I ordered the broadband on 31 of October. It has been activated and equipment delivered on the 17th of November. I called today (23 Nov) asking them to cancel my broadband within the cooling off period. They declined telling me the cooling off period ended 14th of November (14 days after I placed the order). When looking into their terms and conditions. Cooling of period is defined as: Cooling Off Period – means, for each Service, the period from the date this Agreement is made until 14 days after the later of: (a) delivery of the Equipment (if any); (b) the Service Start Date; and (c) the day on which you receive your Order Confirmation. So in my case the later is delivery of the equipment and service start (17th of November), so the cooling off period finishes 30th of November. However I was told by number of BT personnel I'm wrong, as the cooling of period starts next day of placing the order. So confusing. Do are read the BT definition of cooling of period wrong, or the personal is not updated with that information?

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