BT privacy at home query

Heinz

No, they won't show up online. Only chargeable calls do.

OK, Supanet remain one of the good guys at the moment.

Stonk

Heinz wrote: »

OK, Supanet remain one of the good guys at the moment.

Now there's a sentiment you don't hear very often in relation to that company!

( to be honest, I haven't experienced anything like the problems that most of their customers seem to have, if you believe what you read on the interwebway )

RatAtAt

Heinz wrote: »

No, they won't show up online. Only chargeable calls do.

I hesitate to contradict the mighty Heinz, but they are 'chargeable' although 'inclusive', so DO show as Recent Calls.

Heinz

RatAtAt wrote: »

I hesitate to contradict the mighty Heinz, but they are 'chargeable' although 'inclusive', so DO show as Recent Calls.

Well, none of my inclusive weekend UK 01/02/03 calls (all made via BT) do.

lpgm

Here's my experience.

I've just got charged for caller display for the first time. The £7.50 was described as a 'low use charge'.

Both online and phone support insisted I incurred the charge because you have to make six chargeable calls a quarter. Definitely not inclusive ones. What they couldn't explain was why I'd never been charged before, given that I'm pretty sure I've never made six chargeable calls since the 'unlimited' plans were born. Phone support man suggested I'd been lucky. Hmm.

Anyway, I worked it out for myself. I only made five calls in the billing period. Not six. Five INCLUSIVE calls I should say.

I found the 'inclusive wording' in BT's main terms and conditions and sent it on to online support man. He's gone quiet. It was the day the new job losses were announced, so perhaps he had other things on his mind.

notbritishgas

RatAtAt wrote: »

I hesitate to contradict the mighty Heinz, but they are 'chargeable' although 'inclusive', so DO show as Recent Calls.

My free inclusive calls, ie weekend, do not show on my recent calls list and never have done.
However they do show as a total on the bills when they come in.

Leblanc_2

I contacted BT re the £7.50 caller display charge, and requested a refund for the excess, for the period to 1st April.

However, I was told that the £7.50 was a charge in advance, and that if I made 6 BT calls before the 12th August that the £7.50 would be refunded.

My bill date was the 14th May.

The advance date for BT Privacy at Home was 13th May to 12th August, and was a zero balance.

Am I being misled here?

Sooler

There are two options for Caller Display

1 as a selected paid for calling feature

2 as part of Privacy at Home

The page on which you select these options does not make it clear Caller Display is chargable if you don't make 2/month or 6/qtr calls with BT. It's rather misleading in that it states "If you order BT Privacy at Home, Caller Display is included FREE." Under the Privacy at Home section it makes no mention of any charges involved, it shows it all as being Free.

Under the Caller Display section is says "** BT residential customers making some calls on the BT network can opt in to receive Caller Display for free, subject to availability." but does not make any mention of charges if no calls are made or any connection with the Privacy at Home option. So they make it appear that Caller Display is free with no charges if you select the free Privacy at Home.


If you have been charged for Caller Display, and have been unaware that charges may apply, phone BT on 0800 800 150



State on the BT page there is no mention of Caller Display with Privacy at Home requiring 2/mnth or 6/qtr calls.

The advisor reads the script that 1571 and Caller Display featuress require 2/mnth or 6/qtr calls.
Just repeat there is no mention of Caller Display with Privacy at Home requiring 2/mnth or 6/qtr calls.

After 3 rounds of this :rolleyes: they offered a refund on the latest bill, and previous bills if you mention that you have been charged on previous bills.

littlemissmoney

I've been charged £7.50 for caller display this quarter for the first time. I made 6 inclusive calls, but not 6 chargable calls. I used their online help service and they agreed it was a mistake and they will refund it to my next bill. So check your bills carefully because I don't think their system is working correctly on this!

BT_company_representative

Hi littlemissmoney

I'm really sorry about your bill - just for clarity heres the full picture with free caller display as part of the BT Privacy at Home package:

"At least two calls per month on monthly billing or six calls per quarter must be made. Excludes calls to 0800 number ranges, 1471 and 1571. 1471 Call Return (press 3) is included. The calls are either chargeable or those that would be made as part of an inclusive calls package. Customers who make all their calls via BB Talk are not eligible for free Caller Display on their landline number".

If you have Caller display as a stand alone calling feature then it is charged at £2.50 a month/ £7.50 a quarter regardless how many calls you make - I can check your account if you wish, just PM me your telephone number and i will get back to you.

Nigel
BT Support