BT Confusion

lemonskinny

Hi

I've been on BT's Unlimited Weekend Plan, (plain old line rental, plus usage - no additonal costs), but decided to look into the Mobile deal that they've recently introduced.

I learnt from the website that if i began a 12-month contract for the Unlimited Weekend Plan, then the Mobile deal would cost nothing extra.

So, that's what I did. Here's the confirmation email they sent:





All looks correct!

But when I checked my account on the BT website, this is what it says about my calling plan:





This has confused and worried me. It implies that I'm going to be charged an extra £1.50 per month, as if I'd requested the Mobile add-on, whereas they clearly state that it is INCLUSIVE, and that £11.25 is all I'll have to pay.

Can anyone help?

lemonskinny

Perhaps I'm clutching at straws here, but it just occurred to me - do they do something weird such as put the charge down, then knock it off again? (But only on the bill - not on the calling plan profile - hence causing worry and confusion?!)

iniltous

I think you have got it right, price is as advertised but a credit would be added to your bill for the f&f mobile, so you end up with it 'free', dunno why BT do it this way....something to be aware of is they may before the 12 months are up, credit a couple of months to 1 bill ( something like say March 2010 add a £6.00 credit to that bill, so it looks like on the Apr ,May and Jun bills no credit has been applied ( they did this to me but not on the same product as you)
I would still call them and check though

BT_company_representative

Hey lemonskinny,
You are right that the bill will have the charge and a credit to cancel it out, this is the way we apply special offers at the moment.

Cheers,
Stephanie
BT Support

lemonskinny

Many thanks to you both!

Stephanie - may i respectfully suggest that BT alter their current way of displaying a customer's Calling Plan. It is very confusing, as you can see from the screengrab I've shown above.


Unlimited Weekend Plan with Friends & Family Mobile
Unlimited UK* Weekend calls with *inclusive* Friends & Family Mobile (previously Mobile Saver) giving you calls to UK mobiles for only 7p a minute. All you pay is line rental on a 12 month renewable contract.

As it quite clearly uses the word "inclusive", it is nonsensical to then itemise Friends & Family Mobile as a separate Add-on, with a stated additional monthly cost, to boot! It looks from the above that I have ordered F&F Mobile twice-over.
For people who ARE buying it as an Add-on, it's fair enough to itemise it that way, but I got it in with a contract deal.

But once again, thanks for putting my mind at rest.

lemonskinny

Even something as simple as this (I added the asterisk and the green text) would help: