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Ofcom acts over BT Sport pay confusion

August 11, 2015

Ofcom has intervened after BT customers complained they were paying extra without wanting the service.

BT Sport was previously free to BT broadband customers in a minimum term agreement, but on August 1st the company changed its sport offering following the acquisition of Champions League football rights.

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 (€7) 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 unless they contacted BT by July 31st to downgrade to BT Sport Lite or cancel.

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

Ofcom has confirmed that customers will be able to spin down 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.

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