Help!bt Hell

Supersaver_3

I have just got my home phone bill from BT. They have charged me £115 which turns out to be from when I reported a fault (my phone wasn't working) I was never told I would be charged let alone what the charge would be. I am now being charged £115! I have no intention of paying it and have called BT who are going to call me back within 72 hours. I have had a bad experience with BT before which lead to a complaint. Where do I stand? Surely they don't charge for sending an engineer out? or if they do why don't they tell you????

I am ready for a fight! Seeing as my actual calls charge was 4p yes 4p........

They also decided to put my monthly direct up (almost 3 times) because of this! I am not happy any ideas?

DonnyDave

What sort of fault was it?

Supersaver_3

A fault on the line. I'm not technical but it was the main box where the line comes in from outside I think.

daveboy

I've had to call one out once because of an extremely bad crackle on the line, it was a problem at the box in the street.

They did warn me that there would be a charge if the fault was found not to be caused by BT - needless to say I was not charged.

I seem to remember that the possible charge back when I had to get them out was around £50, so goodness knows what £115 is for.

If you can remember the time and date of when you spoke to them originally, ask them to listen to the recording of the conversation. I would have thought they'd have recorded it.

This is your choice, but if you really do want a fight, you could delete the direct debit - instantly if you bank online. Do remember though that if BT want to join you in the ring for a few rounds, that you could get warning letters etc for non-payment.

If I was you and was paying by DD, I'd be deleting it right now.

black-saturn

They will charge you if the fault was no fault of BT but they try to get away with charging you even if it isnt. So the best thing you can do is dig your heels in a threaten to switch phone companies.

sammyy

I had to call them out once for my BB and was shocked to receive a bill for £100+.I wrote to them and told them at no time was I told I was going to be charged.Received a reply back within a few days saying they would scrap the charge.I would suggest you write rather than phone,I always find it gets a better response.HTH

DonnyDave

Supersaver wrote:

A fault on the line. I'm not technical but it was the main box where the line comes in from outside I think.

That's why I asked. As others have pointed out, if the fault was on the wiring you put in (ie not BT responsibility), then they will charge. I remember reporting a fault and being told I would be charged £50 if it was found not to be on BT's part of the circuit.

Is there a breakdown of what the £115 is for, and is this including VAT?

Supersaver_3

Thanks for that. I remember seeing something saying that there would be a charge of about £50 if it was found to be my phone and not BT which is the same as you, but it was the line not my phone. If I was to be charged then I should have been told. I never had a letter or any indication.

I will see what they say when they call me. If I havn't heard on Monday I will ring them back as its the weekend. I had trouble before with them over BT broadband and was charged when shouldn't have been but that was resolved once I'd complained, so I shall see. The lady I spoke to told me she'd keep my direct debit as it is until its been sorted but I wont be leaving this.

I not Bye Bye BT!!!!!!!!!

Supersaver_3

There is no breakdown which is why I rang them straightaway when I saw it on my bill. It just says £115. If I wasn't so careful and check my bills they could be getting away with it, but I won't let them.

DonnyDave

Supersaver wrote:

There is no breakdown which is why I rang them straightaway when I saw it on my bill. It just says £115. If I wasn't so careful and check my bills they could be getting away with it, but I won't let them.

Surely there must be some indication of what it is. Is it just down as "fault" or something then?

Supersaver_3

If there is a charge then fair enough but there is no way I'm paying it this time. I wasn't told of any charge. Next time I will make sure I get all the information and whether there is a charge or not. I should have learned from my past problem BT not to trust them!