Mis-sold a package, then had to cancel, absolute joke!

[football99]

I phone up BT to cancel my mobile payments and ended up being sold a broadband/tv/mobile package for ~£80 per month over the phone. I get off the phone check emails and one includes a break-down of the costs. I find out it's only ~£80 for 3 months, then jumps to ~£133 per month. The sales rep didn't tell me this. He was just like you can get all this for £80 a month, there were some nuances to the deal which I can't be bothered to explain, but at no point did he say it would increase from ~£80 other than the small March increases each year...

So I cancelled the following day. I do not trust BT / EE whatsoever after this and other things they have done.

I have apparently reverted back to my old BT contract which wasn't going to end until June. I phoned up again to confirm that that had happened, yet....I still have the EE logo on my TV Guide graphic and I still have the movie channels as part of the new EE package. I am supposed to just have my old BIG SPORT TV package...

So why do I still have this new package on my TV when I cancelled 4 days ago. I would have thought it would be an instant switch back! I returned the EE equipment that was sent to me, unopened and never used.

I do not trust that EE/BT will revert me back to my old contract as they are not only deceitful, but incompetent based on this experience I have had with them and a couple of other calamities. 

Is it normal to wait 4+ days for a cancelled TV package to revert back to the original package?

[Northerner]

Hi @football99 

We're you not told when you cancelled. Are you sure the cancellation was processed.

Thanks 

[football99]

I haven't been sent any emails or texts confirming the cancelation, which concerns me. I would have thought that would be at least common courtesy to do so. It would give me proof I have cancelled, makes me suspicious that they do this on purpose and then don't actually cancel it.

I am distrustful of BT/EE as they have sold me a package for £80 which is in fact £130, they are not honest.

I have had a phone call asking why I am leaving EE....I was like - 'cos I was conned'...

There are some hard to understand 'order in process' things on my BT account....which state...

Wed 29 Jan 2025

Product update for Broadband

Change of broadband

Wed 29 Jan 2025

Product update for EE TV

Change of add-ons

I don't know if this is when they change everything...tomorrow on the 29th? Why 1 week later? why not right away. Why would it take a week to simply switch me back to my old BT contract. I also don't like that fact it says 'product update for EE TV'...I am supposed to be going back to BT TV. I understand it's essentially the same thing, but before I had BT branding and a BT account, nothing to do with EE.

[Matt_124]

BT TV doesn't exist anymore and hasn't done for over a year now.

At the end of 2023 the product name was changed for everyone (including existing BT Customers) from BT TV to EE TV and all the boxes were updated to have the EE TV Guide as well as the colour of the power light changing from BT purple to EE aqua.

[football99]

Back to my original question....

One you phone up and cancel a TV package how long should it take for EE to action the cancelation?

In my specific situation I need the movie channels removed and should only have the sports channels. 1 week after canceling the movies within a 14 day cancelation period.....I still have the movies showing on my TV.

[Matt_124]

You should have been provided a timeline for this if they processed the cancellation correctly. It is impossible for us to say with any level of accuracy as we are unaware of the process they are using. You will need to take it up with EE directly I am afraid, and get some assurances from a Guide as to what the process looks like for you.

As far as I am aware, part of the terms and conditions when moving from BT to EE is that you can't go back to the exact package you had before. I believe the 14 days can only be invoked to fully cancel your package, or aspects of it, not to revert to BT. 

As an aside, the TV packages can be "flexed" every 30 days so even if you had signed up for one package on a promotion, you could then move up and down to other packages throughout your contract. You just need to maintain one of the TV packages throughout your contract term, you're not stuck to the one you chose to start with.