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Ofcom steps in to help BT customers cancel BT Sport channels they don’t want

Tuesday, August 11th 2015 by Phil Wilkinson-Jones

Customers who found themselves paying for BT Sport despite not wanting it can now cancel the package more easily – thanks to intervention by Ofcom.

BT Sport was previously free to BT broadband customers in a minimum term agreement, but on 1 August the company changed its sport offering.

Its three existing sports channels are now packaged alongside the new BT Sport Europe channel as the ‘BT Sport Pack’.

The change means broadband customers have to pay £5 a month for the full BT Sport Pack or could receive the alternative ‘BT Sport Lite’ – featuring only BT Sport 1 – for free.

BT TV customers, however, receive the BT Sport Pack for free.

BT wrote to its broadband customers in June and July informing them that the charge would be added to their bills from 1 August unless they contacted BT by 31 July to downgrade to BT Sport Lite or cancel.

Some customers complained to Ofcom, the communications regulator, that they were being charged for a service they hadn’t signed up for unless they actively downgraded or cancelled.

Others took to social media to express their anger at BT.

After speaking to BT, Ofcom has confirmed that customers will be able to complain up to four weeks after first receiving a bill that includes the new £5 monthly charge.

Customers who complain will be offered a refund of any charges paid and the opportunity to downgrade or cancel the package.

BT has also told Ofcom that it will review its BT Sport contract as part of a planned review of its terms and conditions.

This will include amending its terms to set out more clearly the circumstances in which it may change the BT Sport service and price.

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