MSE News: BT cuts 'free' evening calls by one hour

ACDeag

Searcher2 wrote: »

They have since rung my home number and then my mobile leaving a message saying that they wanted to discuss my request over the phone... despite me clearly stating I wanted answers by email only. Am I being too obtuse? Probably!!:) I just want it in writing.

They rang me, then at the end asked if I wanted a response via email as well, I said yes and a couple of minutes later an email confirmed everything.

Justino_2

I have had a 2nd call this lunch time, and it looks like they tried again to call me tonight. They have now accepted that I can cancel. I think it is shocking that they pretend they have never heard of clause 48. I thought there was consumer law to stop this kind of shady behaviour.

Any how this is what I am not happy about from the email I have received.

"Also, I have left a clear note on your account with the reference number xxxxxxxx so that if you cancel your services within 09/06/10, the cancellation charge will be removed on your final bill. You need to contact once receiving the final bill with the above reference number."

Wait on why the hell should I have a cancellation charge added then have to reclaim it. I bet it isn't removed and yu have to fight to get it back. In my opinion this is just another obstacle in the hope that the inertia of moving is too much. You expect this type of behaviour from shady internet type companies, but not BT for goodness sake. They should be ashamed.

iblametheparents

I sent this email

"Thank you for your email regarding the change to my contract terms and conditions.

I do NOT accept the changes to the terms and conditions, namely the change in off-peak hours.

I am prepared to offer you the opportunity to continue my service on the previously agreed terms and conditions.

I look forward to your reply."

And got this in reply...

"Thank you for your email dated 02/02/10 regarding the change in calling plan.

I understand that you are not happy about the change.

I can confirm that I have escalated this matter to our Feedback Team, who will look into this matter and undergo the research.

I would also like to inform you that the UK landline telephony market is one of the most competitive in the world and so we have to continually adjust pricing in order to stay competitive. BT has market leading prices. BT continually monitors its prices to ensure it remains at the forefront of the market and offers the best value for customers. Whenever we make decisions about price changes we always survey with customers in advance to provide better service to customers. I would like to inform you about the outcome of the survey:

• Our research shows that two thirds of our customers prefer to make calls after 19:00 hours.
• Our usage analysis shows that our customers spend longest on the phone between 20:00 hours and 21:00 hours.
• Our daytime and evening pence per minute rates are still some of the most competitive in the market place.
• In order to avoid this change, I request you to sign up to our Unlimited Anytime Plan.

While going through your account, I found that you are on the best option with Paper-free billing and Direct Debit; therefore, you receive a discount of £1.25 including VAT per month and will be exempt from Payment Processing fee of £4.50."

Justino_2

MrGumby wrote: »

Keep in mind that, if you want inclusive 0845/0870 calls with O2, you need their Anytime package. When I told BT I was moving and wanted to cancel my annual contract at renewal next month, I was able to talk them into giving me BT Anytime for less than the price of O2 Anytime.

So what deal did you get so we can get the same??

pounds_and_sense

uk144 wrote: »

I rang up BT asking to be released from my 12 month comittment.

They said that all contracts have a 12 month sapn, and that I would have to pay a termination charge. They didn't accept the 'material disadvantage bit'.

Same story here. I sent a long e-mail and requested a response by the same format so that I had a record but received a call from a foreign call centre today. The chap on the phone was quite pleasant but he was reading from a script and I didn't have the heart to tear strips out of him. Need to speak to someone in the UK but may just leave it as there are four months left on the contract and BT will lose yet another customer. I wonder whether BT monitors websites like these - maybe they just don't care...

Inactive

iblametheparents wrote: »

I would also like to inform you that the UK landline telephony market is one of the most competitive in the world and so we have to continually adjust pricing in order to stay competitive. BT has market leading prices. BT continually monitors its prices to ensure it remains at the forefront of the market and offers the best value for customers. Whenever we make decisions about price changes we always survey with customers in advance to provide better service to customers. I would like to inform you about the outcome of the survey:

Best laugh I've had all day.:rotfl::rotfl::rotfl:

luci

Well I am still waiting for a letter or email to tell me about this material change.

I thought it had arrived today, but no, it was a letter telling me my 12 month contract was due for renewal on 1 March. If I wanted to renew I didn't have to do anything, otherwise call them.

I called and got a message saying they were experiencing high call volumes so I left my number for them to call back, which they did less than a minute later.

I have decided to stay with the free E&W calls, but cancelled the F&FM as I can call mobiles cheaper by other means. I usually use the MSE UK Call Checker, but it is flawed. It gives access numbers to call mobiles from 6p/min, but what it doesn't say is that you still have to pay a BT connection charge of almost 10p for each call.

I don't make many calls between 6-7pm and if I can't wait until 7pm I will continue to use 1899 as I do for daytime calls.

When I said I was going to renew the free E&W calls I was told I would receive a discount on my line rental of £2/month and that £24 would be credited to my account in advance.

My last bill was for line rental only as I made no chargeable calls in the 3 months.

Works for me.

brewerdave

luci, good tip about phoning re renewal of contract for E/Weekend package - £24 discount !!
I'll have to try that when my 12 months is up!

ACDeag

iblametheparents wrote: »

I sent this email

"Thank you for your email regarding the change to my contract terms and conditions.

I do NOT accept the changes to the terms and conditions, namely the change in off-peak hours.

I am prepared to offer you the opportunity to continue my service on the previously agreed terms and conditions.

I look forward to your reply."

And got this in reply...

"Thank you for your email dated 02/02/10 regarding the change in calling plan.

I understand that you are not happy about the change.

I can confirm that I have escalated this matter to our Feedback Team, who will look into this matter and undergo the research.

I would also like to inform you that the UK landline telephony market is one of the most competitive in the world and so we have to continually adjust pricing in order to stay competitive. BT has market leading prices. BT continually monitors its prices to ensure it remains at the forefront of the market and offers the best value for customers. Whenever we make decisions about price changes we always survey with customers in advance to provide better service to customers. I would like to inform you about the outcome of the survey:

• Our research shows that two thirds of our customers prefer to make calls after 19:00 hours.
• Our usage analysis shows that our customers spend longest on the phone between 20:00 hours and 21:00 hours.
• Our daytime and evening pence per minute rates are still some of the most competitive in the market place.
• In order to avoid this change, I request you to sign up to our Unlimited Anytime Plan.

While going through your account, I found that you are on the best option with Paper-free billing and Direct Debit; therefore, you receive a discount of £1.25 including VAT per month and will be exempt from Payment Processing fee of £4.50."

This really does deserve an Ofcom complaint sooner or later, what is the point when BT don't obey their own T&Cs without a fight not do they obey the law. I won my own battle but it should not be like this. Also the whole principle of auto-renewing of contracts should be banned, this does not happen anywhere else or by any other Telecom company as far as I am aware.

Heinz

luci wrote: »

I usually use the MSE UK Call Checker, but it is flawed. It gives access numbers to call mobiles from 6p/min, but what it doesn't say is that you still have to pay a BT connection charge of almost 10p for each call.

If you are talking about using 18185 to call mobiles, you're wrong there. Use of the 18185 prefix takes a call off the BT network and so no BT call set-up fee is payable.

However, 18185's connection charge of 5p would apply.