BT Connection Charges (merged threads)

BT_company_representative

Hi Lianimal,
Will you send your details in an email to forum.moderation.team@bt.com and i will follow up on this for you. Mark the email subject for the attention of Gail. I will also see that your feedback on your experiences with the call centres reaches the relevant people.

Many Thanks
Gail BT Support

Ypaymore

BT_company_representative wrote: »

Hi AfterDark, with the free connection charge on an 18 month contract you have to fulfil the full 18 months or you are automatically charged the connection fee of £122.50.

Are you sure thats correct ?

The T&C say

"If the customer decides to end the contract within the 18 month minimum term, they will incur a single charge of £7.50(on the Unlimited Weekend and Unlimited Evening & Weekend plans) or £8.00(on the Unlimited Anytime plan) for each month left of the minimum term."

marzl

hello.., i think we have thesame problem.., i need also clarefication.., need help!!
i ordered to activate the bt line in my flat. My friend canceled it last febreruary this year, but their asking me 125 pounds for the engr. works.
however they give me choices of having a free connection with 18 months contract and they wll cancelled opt special discount frm bt.
i dont know what to do..,

BT_company_representative

Hi Marzl,

If you want to send me an email to forum.moderation.team@bt.com with your account details I can look into this further for you. Alternatively you can also send this information in a PM.

All the best,

Robbie

paintsplattered

I have finally registered with MSE so that I can vent my spleen... just rang BT and was told, in no uncertain terms, that the free line installation offer does not apply to me. I am a BT customer and wanted a second line to use for my dial-up connection. I was told that there had been an incorrect advert!
I would dearly love a second line because I can't get broadband and I don't get a good signal for mobile broadband... and funnily enough I can't afford the satellite alternative. I'm a bit fed up at having my hopes raised by my Money Tips email but most of all I feel incredibly frustrated that there are no breaks for those of us who cannot benefit from all the new technology that's out there... it's like being a second-class citizen. I know I live in a relatively rural location but I live in a village that straddles a main road (an A road with white lines!) and the nearest town is only 3 miles away, I have friends that live far more remotely that get BT broadband. The final nail in the coffin for my good mood was the parting information from the guy at BT... we will have to wait for fibreoptic lines!!!! and the only person we can talk to about it is our MP!!!!
I think the least BT could do is help those of us who are struggling on with dial-up... (with the increased capacity of broadband elsewhere the size of everything you download grows and makes dial-up even worse... it took 2 hours just to update our on-line security database this week!) but instead they just give great deals to those who already have broadband and just want even faster connectivity... if I hear another Total Broadband advert I might just scream!! Try living with 38.6kbps (and that's a good day!).

So thanks a bunch MSE for getting my hopes up and as for BT....hmmpphh!

I would also mention that last year I emailed Ofcom for information about whether there is any accountability or responsibility for ensuring the population is properly served by telecommunications infrastructure... and I got no reply... what a surprise!

espresso

paintsplattered wrote: »

So thanks a bunch MSE for getting my hopes up

You give up easily don't you! Just keep ringing BT until you speak to a muppet who does know about their current offers.

Their customer service is truly awful but persevere and you will eventually get there.

You need to call 0800 100 444 and ask for the Customer Options Team.

Altarf

paintsplattered wrote: »

just rang BT and was told, in no uncertain terms, that the free line installation offer does not apply to me.

Hey BT company representative yet another opportunity for feedback to the people who run your call centres.

Is it that hard for a multi-billion pound international communications company to have a system that when a customer orders a product subject to a special offer, the system automatically flashes up the information to the call centre staff.

I mean, I know that you would not want to suggest that a customer who is willing to pay that they need not pay a connection fee, as that would hit profits, but at least when the customer asked for the free connection your staff could not lie and say such a promotion doesn't exist.

So either a)it is too hard, or b)you don't want to do it as misleading customers bumps up the profits, because you certainly haven't done c) train the staff.

lofielectronic

Tell me about it. I've been trying to order a new business account with them for the last couple of weeks. I've had four diffrent prices from staff on the sales line, been cut off mid call twice. And been on hold or in menus which don't work for longer than I care to think about. Its lucky they have such a hold on the market because why else would you put up woth service like that.

paintsplattered

I was rather defeatist wasn't I? Well, I called the number that espresso suggested and after 30+ minutes on hold I got through to a lovely girl who said I could have a second line free of connection charge with the 18 month contract and 10 chargeable calls per month, etc, constraints... but that's fine with me! But bless her little cotton socks, she didn't know that there were people who couldn't get broadband, she thought everyone in the country could...!
Anyway, thanks for the nudge, espresso, and MSE for the tip... you have made my day!

Of course broadband would be infinitely better but at least this will keep my mum off my back for now... but maybe a crusade for broadband in the village would be a good next step... any ideas anyone?

espresso

paintsplattered wrote: »

I got through to a lovely girl who said I could have a second line free of connection charge with the 18 month contract and 10 chargeable calls per month, etc, constraints... but that's fine with me!..........

If the ten calls that you need to make per month are less than an hour and made at the weekend, they will actually cost you nothing.

See here for the full terms & conditions of the offer.