This one should be cut and dry except the email address I used was not monitored and I did not realise this.
Bought a BT Mobile contract, on day 13 my number ported and I realised there was no visual voicemail, a feature which I use heavily.
On the evening of day 14 I sent BT an email, I couldn't find an address listed on their site so I replied to the order confirmation email.
I just rang BT to chase this up and was told that the email address is not monitored and this was stated in the email, they are correct but it is stated under the signature of the Managing Director, just above the small print. This is a long email and admittedly I did not read it all. I received no bounceback to inform me the message would not be received.
Where do I stand on this? I stated my intentions within the 14 day period allowed by the Consumer credit act (http://www.which.co.uk/consumer-rights/advice/how-to-cancel-a-contract-without-being-penalised) and it was sent to a BT email address so whether it landed in a mailbox or not their mailserver logs should show a timestamp.
I thought they would rather allow it as it is an obvious mistake but looks like I will have to escalate, I just wanted to see if I was in the right or not before I tried to do this.