BT Basic Line Rental: Get a landline for £4.50/month

utilitybroker

davidcrofter wrote: »

I think that BT Basic is going to REPLACE the Light User Scheme ... so basically if you are initially on LUS and do not meet the criteria for basic then you are just fine.

Possibly not, see the FAQ section of BT Basic.

Q. I'm already on BT's Light User Scheme or In Contact Plus. Can I get BT Basic?

A. Maybe. From August 2008 we will start writing to all of our current Light User Scheme and In Contact Plus customers with details of BT Basic. We'll explain how to apply and, if you are eligible, how we will move you over to BT Basic.

airds

Right, now I've calmed down a bit, here is my latest in this LONG drawn out and pathetic saga.

As in my earlier thread, sent back by return, my REPLACEMENT BT Basic application form, as I was informed the 'original must have been lost in the post'.

And allowed their stated 2/3 weeks to process it. Phoned after 3 weeks expecting good news - "sorry sir can it take up to FOUR weeks ..." Oh great.

So called them today - 4 weeks, one day later. "Sorry Sir, the application has failed". (but I DO meet all the requirements) So why?

Oh, whoever issued the second application (first replacement) form issued it prematurely - they have got to wait 14 (business?) days before issuing another, so the whole order is cancelled. So I'm back to the very beginning.

We will get another form out to you - "but it can take up to 14 (working?) days to arrive". (Pity their bills didn't take so long eh?) And then of course, another additional period of 4 weeks to process it .... so it looks like February before it will be cleared and sorted - considering the Christmas mail, holidays, etc.

So after OVER SIX Months from my original enquiry/application to them, does this strike you as very efficient for an alledged 'World Class' Company??? To me, they are TOTALLY INCOMPETENT - or is it just more and more hurdles???

The brief sum up:-

- their wrong advice that Broadband provision on the line use affects eligibility,

-then when I queried that stating from their online terms & conditions statement it didn't, a customer 'helpdesk assistant' wrongly advises the BT Basic scheme was for NEW customers only,

- then a lost form,

- and the replacement -another 2 weeks to send it out, 4 weeks to process it ,

- so another 14 days to wait before issuing the latest replacement, with YET ANOTHER up to 2 weeks to recieve that and YET another 4 weeks to process this one?


And in the meantime, they are recieving the loins share of my ISP monthly broadband subscription via my ISP, and now the cheek to issue the quarterly phone bill - £13.33 worth of calls for a total of £54.56, which as usual, includes an ADVANCE payment for two months line rental (Jan & Feb 2009). "But we'll deduce that overpayment for the Spring quarter bill".

So they have all the money sitting in their bank account ..... And that overpayment will more that likely be more that my first total BT Basic quarterly payment, if I eventually get on the scheme of course :-(

Don't worry, I've had a chat with OFCOM and was then passed on a their rep at BT for escalation up the food chain. Standby .....

Don't worry I'm not giving up and will keep you all advised, but as a final thought - how are more elderly people expected to cope with all this?

Christmas Greetin's

ds1791

utilitybroker wrote: »

Possibly not, see the FAQ section of BT Basic.

Q. I'm already on BT's Light User Scheme or In Contact Plus. Can I get BT Basic?

A. Maybe. From August 2008 we will start writing to all of our current Light User Scheme and In Contact Plus customers with details of BT Basic. We'll explain how to apply and, if you are eligible, how we will move you over to BT Basic.

This is our problem, we have been written to as a LUS customer but were not told to apply nor have been asked to apply, we simply had a letter stating that we will be moved onto BT Basic, we are certain that we will not be eligible for the BT Basic as we are not in reciept of benefits or their qualifying criteria stated in their pamphlet. So if we are moved onto the package and then asked to provide information to qualify, then assessed as non-qualifying, we're likely to be forcibly moved onto an alternative package. Surely this must be wrong to some degree by forcing us off a LUS which when based on telephone usage we more than comfortably met.

~Chameleon~

ds1791 wrote: »

This is our problem, we have been written to as a LUS customer but were not told to apply nor have been asked to apply, we simply had a letter stating that we will be moved onto BT Basic, we are certain that we will not be eligible for the BT Basic as we are not in reciept of benefits or their qualifying criteria stated in their pamphlet. So if we are moved onto the package and then asked to provide information to qualify, then assessed as non-qualifying, we're likely to be forcibly moved onto an alternative package. Surely this must be wrong to some degree by forcing us off a LUS which when based on telephone usage we more than comfortably met.

It seems to me now we're getting to the crux of things and that this is the real reason BT introduced this Basic package in order to fleece yet more money out of people.

I can't see for one minute that they were ever happy about it becoming public knowledge on a site such as MSE resulting in floods of applications, none of which they seem able to handly with any expediency. Has anyone successfully been transfered onto this scheme yet and got it all up and running properly?

Cynical? ... moi? ... never! :rotfl:

beverley1296

~Chameleon~ wrote: »

Did BT charge your mum an installation fee despite there already being a line to the property? At any time did BT have to enter your mum's premises to do any work on the line/box?

I'm having a similar battle with them at the moment after they charged someone full installation fee (£124.99) yet never even entered the premises as the line and box was already installed :mad:

Hiya YES the engineer did call he walked in and put his meter on the line and said it was working the exchange would have it on within the hour, 5 minutes later it was on, I had asked BT to switch it on at the Exchange as I knew the line was up and running. But they said a new line would need to be put in, a load of crock. :mad: I also asked for low user scheme and was told there was no such thing they never informed me BT Basic was gonna come out, my mum just received her first bill the grand total of £37.02 of which £34.46 are rental charges.

bpinskerb

bpinskerb wrote: »

Already a BT customer on Low User scheme and on a qualifying Benefit.

Attempting to apply for BT Basic was extremely frustrating. 3 calls over four weeks to 0800 800 864 with a promise from them of an application form that did not arrive.

Threatened to inform Ofcom that they were deliberately withholding a facility I was entitled to. They yielded and eventually sent the BT Basic application form.

Application form sent 10th Nov. Told today I have been accepted (DWP checks OK), but it will be 3 to 4 weeks before they 'process' the application and the contract is changed to BT Basic.

If it works for you, (low phone usage & Broadband from any provider) it's worth persevering, but expect a fight.

Contacted helpline again today, BT still unable to transfer me due to 'Database Problems'.

Questioning them further I got the following explanation :-

BT have DROPPED the requirement to be on Benefit for BT Basic IF you are currently on Light User Scheme. You will be transferred, regardless of benefit status, when the computer 'invites you', unless other disqualifying conditions (such as additional lines etc.) apply.

I received the computer generated invitation on 8th December (despite my ongoing manual application). Although the acompanying leaflet says you have to be on benefit, I was told to disregard this. The invitation letter explains in a footnote that qualifying conditions apply and I was told that this DOES NOT refer to benefit status, but other disqualifying issues on my line.

BT staff can no longer 'fast track' BT Basic transfer for LUS customers who manually apply, If they have already been selected for automatic (ie LUS) transfer because the IT system will not allow this.

Automated transfer takes place at my next usual LUS Bill,
which for me is 14th January so it looks like I will have to wait till then.

I think this is looking more like a shambles/climbdown for existing LUS users not on Benefit/ communications fiasco than a conspiracy to deny me BT Basic but i'll keep you posted.

ds1791

bpinskerb wrote: »

BT have DROPPED the requirement to be on Benefit for BT Basic IF you are currently on Light User Scheme. You will be transferred, regardless of benefit status, when the computer 'invites you', unless other disqualifying conditions (such as additional lines etc.) apply.

I received the computer generated invitation on 8th December (despite my ongoing manual application). Although the acompanying leaflet says you have to be on benefit, I was told to disregard this. The invitation letter explains in a footnote that qualifying conditions apply and I was told that this DOES NOT refer to benefit status, but other disqualifying issues on my line.

Thanks bpinskerb that explains our situation at home. We shall await our transfer over to BT Basic and post an update on the procedure / ongoings.

Jemma-T

I still have this on my account:

We are sorry, we are unable to show you what your Calling plan and add-ons are.You may still change them online - simply click the Change your Calling Plan link.

Looks like they've broken the billing cycle too as my quaterly bill is more than 4 weeks late. Never had a late bill ever with BT. I can't imagine BT forget to bill people so I assume they're aware of their mess. I can't be bothered phoning either as I'll end up with someone I can't really understand.

bpinskerb

Jemma,

Got my BT Basic on 24/12/08 (3 weeks earlier than promised). You get a completely new BT account number with Basic. My old LUS account still shows 'unable to show calling plan'. As I recall, under LUS I think it always did. You have to set up a new BT online userid, with your new account number, If and when you get the BT Basic letter. It doesnt let you add your new Basic account to your old BT userid.

If you want to find out if BT have switched you to BT Basic, Dial 1571. If BT have turned it off, you're now on BT Basic. Now thats what I call customer communication! Somebody might think they dont want us ! Also, when applying for Broadband, your line will show as 'Clear' and you can apply from any provider you wish.

One thing I didnt realise when I signed up for Basic is that you lose 1571. No big deal, I dug out my 10 year old tape machine answerphone. But I think BT are cutting their noses off despite their faces by stopping me using 1571 because they can't charge other BT people who get an engaged tone or no reply. No big loss for me.

The other thing I didnt realise is that Basic is charged quarterly in advance , I now have my BT Basic bill for the next three months. Again, it's not a major issue when you're paying so little for a landline.

Jemma-T

Thanks bpinskerb

My 1571 is still working fine so no BT Basic yet. I won't miss 1571 should it go as I hate it when I ring people (most don't even know they have it and never playback the messages).

I'll give them until the middle of this month and then phone to chase this.