BT complaints

JustPassingBy

Mr_h wrote: »

Hi

I changed my plan to include Unlimited Weekend and Evening Calls last December, but later decided this was not suitable with my own usuage and reverted back to Unlimited Weekend Calls only.

I was suprised to say the least when I received my January bill, which had a Connection Cancellation Charge in excess of £100!

Perhaps this is the root of your problem:

3. Customers may upgrade their Calling Plan but they may not downgrade within the minimum term

which is from

http://www.serviceview.bt.com/list/public/current/Notice09_boo/FrameworkImpl337855.htm#FrameworkImpl337855

You should have been informed of the consequences of reverting back to Unlimited Weekend Calls only. The only thing you can do now is rely on the generosity of BT if you take it further.

Mr_h

Thanks Brian for your reply - I understand your points.

Whilst changing my calling Plan BT at no point in the conversation did the customer service advisor point this out to me.

I will wait for 4 weeks for a reply and then follow this up accordingly.

BT_company_representative

Hi Mr_h,

When did you send the letter? If there's a delay in getting a reply I'll be happy to chase it up, keep us in the loop

Thanks,

Stephanie
BT Support

Inforapennyinforapound

Mr_h wrote: »

Hi

I was wondering if anyone here could help me.

Last year I signed up for the free connection offer I saw advertised at MoneySavingExpert.com and signed up for an 18month contract, on Unlimited Weekend Calls only.

I changed my plan to include Unlimited Weekend and Evening Calls last December, but later decided this was not suitable with my own usuage and reverted back to Unlimited Weekend Calls only.

I was suprised to say the least when I received my January bill, which had a Connection Cancellation Charge in excess of £100!

I have written to BT's Durham address on 23rd January asking for this amount to be reimbursed, as at no point did I want to "cancel" my calling plan with BT, but I still haven't heard back from them... How likely am I to be reimbursed for this charge?

Thanks

Forgive me if Im wrong,but i understand that the unlimited eve/weekend plan is free of charge anyway,with a 12mth contract.

So,why would you want to 'downgrade'?...but,i may be missing something here

bfcmatt

I recently decided to change my provider to bt who informed me that i would get bband and line all on the same day for the princely sum of 25.00 per month for 18 months. the day of change over came and my line went live but no bband. i rang several times to be told different stories every time. one was there is no bband ordered and one was my modem was on its way. i tried to cancell my order and stay with talk talk but was to late. After much arguing on both sides i decided to stay with bt and order bband again but got told the original price didnt exist. 2 days later bt cut my phone off but couldnt answer me as to why. I cancelled my bband order because it isnt any good with no phone line and started a complaints procedure and was told they would respond in 24 hours. as yet there has been no response nearly 2 weeks later. i have phoned many times to be told that i cant speak to the departement who is dealing with the complaint and that they may charge me £8.00 per month for non fulfilment of contract when they are the ones who cut me off. i am now being switched back on with talk talk but have had no phone for 2 weeks and have recieved bills from the dreaded bt. what do i do next.
please help
p.s. this is a verry brief outline of what has happened

missile

BT do send out a questionaire to report if you were satisfied with their response and personnel. I may be a cinic, but I suspect this is no more than a PR exercise?

nakiwala123

I believe this is the right forum. I have a new flatmate who has moved here recently from Sweden. So we have decided to share the household bills. I decided to give her the BT line first so that she could also have proof of address for bank account, GP registration, etc .

Since she has just moved to the country I assume she would not have a credit history. Would BT still change the name once I cancel and change the name on the bill to hers?

JustPassingBy

nakiwala123 wrote: »

I believe this is the right forum.

It is, but you haven't chosen a good thread to put your query in. Starting a new one would have been better. Anyway . . .

Would BT still change the name once I cancel and change the name on the bill to hers?

You are going to have to very careful if you this. Changing the BT account holder involves cancelling the present contract and signing up to a new one. Neither may be financially beneficial to either of you in the short or long terms.

Start with what you are committed to now. Then look at what the commitment is with a new contract.

One thread on this topic is:

http://forums.moneysavingexpert.com/showthread.html?t=1509427

acece

I am confident enough to say BT is one of the worst companies to deal with.

On 22nd of February I called BT and asked them to install a new line. The person gave me an appointment for 8th of March as well as a tracking number. Later I checked the tracking number in BT website and noticed that the appointment is for 10th of March not 8th! So I called again and they said yes there's been a mistake and your appointment is for the 10th of March. So if I didn't check I would've wasted a day waiting for the engineer not coming.

So on the 10th I take a day off work, and wait. Nobody shows up. I keep calling BT and they have no clue. In the afternoon finally someone tells me that the engineer came in the morning and no one was home and he even left a note! bulls**t! He even said he called my number.

So I called BT again and they gave me an appointment for 13th of March. I stayed the whole day at home.
This time the engineer shows up.. looks around.. didn't figure out how to connect the wire so he said he will go out to check.. I waited 3 hours and he didn't show up. I call BT and they contact engineer department and say that the engineer told me that he can not complete the job today and will come back the next day on Sunday because the street is too busy and they can not do wiring. again bulls**t he didn't tell me that and I waited 3 hours for him at home.

Today Sunday as usual I am waiting for the engineer and yet no one shows up..

I don't live in a village.. It’s London. Is it that difficult to connect a line? Why the engineers keep lying?


[FONT=&quot]I really need an answer, and more importantly a working line. is BT gonna reimburse me for my days off??[/FONT]

BT_company_representative

Hi Acece,

Having read your post it sounds like you have had a really frustrating time in trying to get your line connected. I would like to take a look at this for you to see what is happening. Please could you drop me an email with your order details? My email address can be found by clicking on my profile. Please also include a link to this thread. Once I have received those details I will investigate this and reply to you directly.

Cheers

Paddy