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  1. We ordered a BT Infiniti package giving fibre, by sport and line rental on December 20th and paid £169 up front. We were given a fibre connection date of 12th January. BT Sport was available immediately. Took the day off on the 12th and had an email at 6:30 am reminding me to be available between 8 & 1. At 1:39 got a call to say an engineer was unavailable and they had rescheduled to 26th Jan. In the meantime, because we had given permission for BT to deal with Talk talk (our present provider) they had cancelled our broadband connection at midnight. Thus, we were left with no internet connection at all for over 2 weeks. Got no help with BT online during the day with expediting connection so called Talk talk this evening who said they could reconnect our internet as our account was still live, although they would need BT to cancel their contract and inform them first. Easy I though, and moved unwittingly into a 45 minute deadlock with BT who said that our 14 day cooling off period ended on 3rd January and a cancellation would now result in a £300 cancellation fee! Can they do this when they have failed to meet their own delivery date and deprived us of internet access? They then said that the delay was due to a problem at the exchange (previously it was due to a shortage of engineers to perform the connection) but work should be finished on Friday and to call them then to arrange a possible expedite on the work. To be honest, I lost faith in them to deliver either the repair, the engineer or the expedite. In fact, I'm seriously doubting their ability to meet the 26th Jan date. Told them to cancel as Talk talk could connect me and I would fight them in court for the cancellation fee. Was then told they would keep the £169 already paid as this was for line rental (phone line was transferred to BT yesterday without problem), even though it was part of a package including Infiniti. There's more to the story, but my question at the moment is A. Can they really charge a cancellation fee when they have failed to deliver and left me without any internet access. B. Can they keep the money we paid up front for the full service? To my mind they have failed to honour the contract and left me one days leave short. Thanks.
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