I have just been told by BT that it is putting up phone and broadband prices by a substantial amount. In the small print it says I can leave – penalty free – within 30 days of the notice, even though I’m in the middle of a contract. I tried to exercise this right, but when I called up I was told that I would have to pay £164 for “equipment hire” as I was within the first 12 months of the contract. This sounds like a penalty to me. MC, West Bridgford, Nottingham
Yours is not the only letter about this and, in short, you are quite right and the BT call handler was wrong. Ofcom has ruled that telecoms companies imposing mid-contract price hikes have to give customers the option to leave without incurring any exit charges. However, BT does not appear to have told all its staff that this is the case. It says its adviser gave you incorrect information. Its complaints team has contacted you to ease your fee-free departure. Other BT customers who similarly want to switch, take note.
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