Beware:check ur BT bills for "free" incl 0870 calls being charged

checkincherry

My first post - although I've been lurking for some time. I thought it was worth registering and posting to draw this to all your attention.

I'm on option 1 with BT for two yrs now. That's unlimited free weekend calls incl ( since 16 Jan) 0870/0845 calls.

Just checked my latest bill(s) - I have been charged for 0870 calls made by me on weekends since mid June. These are not to ISP or indirect access numbers. Nor am I anywhere close to the fair usage limits.

My brother, in a completely different part of UK has had similar issue. So, don't pay BT money for calls you should be getting free. It would be a HUGE coincidence if we were the only two people affected.

Happy checking!

Jemma-T

Free™ 0870 that's not actually Free™?

Whatever next!

BT_company_representative

Hi Checkincherry,

If you have some concern with regards to usage charges on your bill you can send your account details to forum.moderation.team@bt.com and I will have a look for you. Alternatively you can send the information in a PM.

All the best,

Robbie.

checkincherry

Tx Rob - have sent email to link you suggested.

checkincherry

checkincherry

Oh dear seem to be going round in circles on this one. BT rep just sent my email to huim back to customer services rep in India..response as follows....

"I must inform you that Internet dialled numbers or security alarm calls are collectively known as Indirect Access numbers which is why I used it in my last email. Therefore, any calls to 0845/0870 numbers made to either internet dialled numbers to security alarm is chargeable."

Security alarm calls ( 0870 monitoring numbers from ADT in my case) are now apparently ALSO excluded from free 0870 allowance....Except that having spent much fruitless time searching the inpenetrable "BT price list" ( specifically:Section 55, Part 1, subpart 1 Pricing for residential customers unlimited weekend plan) and the depths of Section 2 Call charges)..there is nothing that excludes these calls that I can find.

Happy to comply with T&C's of my BT contract - but am getting the feeling that they are making it up as they go along! Can anybody help me please before my blood pressure gets completely out of control?

JustPassingBy

checkincherry wrote: »

Quoting BT CS:

"I must inform you that Internet dialled numbers or security alarm calls are collectively known as Indirect Access numbers . . . . . . . ."

Incorrect. Dial-up internet calls and indirect access numbers are two separate categories in the T&C and on this help page:

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_adp.php?p_sid=&p_faqid=12732&cat_lvl1=345&cat_lvl2=350&p_cv=2.350&p_cats=345,350

The first isn't included in the second.

BT CS having got that bit wrong you might be a little bit suspicious about having a security alarm call as an exclusion. There are basically only two criteria for a 0845 or 0870 number to attract a non-zero charge during the first 60 minutes of a weekend call.

• Is it a call to an ISP?
• Is it a call which connects to another number that is both known and could be directly dialled?

You'll no doubt say 'no' to both these questions but you could see which category BT CS thinks fits. Inventing a third security alarm call category isn't allowed in the response as it is not mentioned in the T&C or Price List.

checkincherry

Thanks Brian. Really appreciate your reply. :beer: Encourages me to keep going with this issue. BT used to be a really good and responsive company to their customers. I remember them even coming out once on a Sunday morning to fix a fault - but that feels like a different lifetime and certainly a competely different organisation....

I shall continue to pursue this now until they can show me something in our contract that justifies their action. I gave up on my last dispute with BT when I moved two years ago and they reallly messed me about. They didn't even bother to reply to complaints logged both on email and by recorded delivery letter to them and after HOURS of on-hold to India I had lost the will to continue holding. After the strains of moving house I eventually gave up - but not this time.

Come on BT - please sort this out. How about an honest admission that you got it wrong?!

Will keep you posted on progress MoneySavers!

Heinz

I thought the whole purpose of BT allowing their employees to take part in forums such as this was to expedite the resolution of problems.

For BT company representative to simply pass enquires to Indian underlings is certainly UNHELPFUL rather than the opposite.

BT_company_representative

Hi Checkincherry

I have sent you a pm please reply and I can have this properly investigated for you.

Stuart

JustPassingBy

BT_company_representative wrote: »

Hi Checkincherry

I have sent you a pm please reply and I can have this properly investigated for you.

There are many people out there with an alarm system hooked into the PSTN. They may very well be dismayed to learn that security alarm calls are excluded from the free BT 0845/0870 allowance. Surely you are going to share the reason why with us?

checkincherry

Thanks Heinz and Brian for the ongoing support. Stuart, I've now replied to your pm. Look fwd to some light in this tunnel.

:whistle: