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

Heinz

Jill_ wrote: »

It looks like they are reviewing accounts on an individual basis to see if you actually make calls between 6pm-7pm, Maybe someone can explain to me how you've been disadvantaged as you are still getting 12hours evening rate? Or how you are disadvantaged if you never make calls between 6-7?

Moving one 'free calls' hour from early evening to very early morning is obviously disadvantageous if you normally make calls between 6pm and 7pm.

As such, BT reviewing historical call records is not unreasonable IMHO.

Searcher2

Jill_ wrote: »

It looks like they are reviewing accounts on an individual basis to see if you actually make calls between 6pm-7pm, Maybe someone can explain to me how you've been disadvantaged as you are still getting 12hours evening rate? Or how you are disadvantaged if you never make calls between 6-7?

Also it puzzles me that MSE are saying you are loosing an hour, You aren't its just the timings are different.

Sorry this thread confused me

They reviewed mine and I have already taken advantage of free calls as part of my current package so I can't cancel! I do make calls between 6 and 7pm. They are saying that I can't cancel because their tariff guide says I can't - but I can't see where it says that.

Even if it does say that it must surely be illegal. They are effectively saying (seemingly only to me though) that if you make one free call in your contract then they can change the contract as they like and you are stuck with it or pay exit penalties.

JimmyRutter

I checked back over my usage since signing the contract and I have had 2 calls between the hours of 18:00 and 19:00. I have never made a call between the hours of 06:00 and 07:00. Surely that puts me at a material disadvantage?

gsc

Searcher2 wrote: »

... They are saying that I can't cancel because their tariff guide says I can't - but I can't see where it says that.
.

The tariff guide doesn't say you can't cancel, it says you can't cancel without an early termination charge if you have one of their phone and broadband packages. If you have phone but no broadband, the tariff guide does not really apply. (http://www.productsandservices.bt.com/consumer/consumerProducts/pdf/UKInternationalprices.pdf : Page 32)

Repeat the section 48 from their terms and conditions and (assuming you don't have broadband) ask them to tell you specifically what page and clause in the Tariff guide says you can't cancel without charge.

Edit: before you have this argument again, make sure you are talking to the Customer Options team - they seem to be the only ones who understand.

Searcher2

gsc wrote: »

Repeat the section 48 from their terms and conditions and (assuming you don't have broadband) ask them to tell you specifically what page and clause in the Tariff guide says you can't cancel without charge.

Edit: before you have this argument again, make sure you are talking to the Customer Options team - they seem to be the only ones who understand.

Thanks for this reply. No I don't have broadband with BT (I have O2 and it's great). I have already asked the bloke to point out what part of the Tariff Guide he was referring to as I couldn't see where it said what he said it said.

I'll wait for his reply before calling the Customer Options team. I'm off on hols tomorrow but back on Tuesday - so Wednesday is my day 10 of my 10 day notice - even though I have given them notice in writing I'll play it safe.

Searcher2

Jill_ wrote: »

I'm not being nasty or anything (just in case anyone thinks I am) its just this material disadvantage is confusing me

I would say if you are financially worse off because of the contract change then that is material disadvantage. I don't think it is anything to do with fabrics if that is what is confusing you.

I doubt I have ever made a call between 6am and 7am in my life, whereas I make quite a few between 6 and 7pm.

There's certainly a customer service disadvantage by being with BT! The all inclusive O2 package is looking more and more attractive by the minute.

captainhook

searcher2 - I can't believe how obstructive BT have been towards your enquiry! They really don't care about customer service in the slightest, and seem to have no interest in keeping customers beyond their contracts! Do they really think that after this treatment, you would want to stay with them?

I read through the terms and conditions thoroughly before ringing them, and also the entire tariff guide document - and it was very obvious that the part he is quoting was only for broadband/ home packages.

They are clutching at straws. I wonder if he got a bonus for being inventive? Why can't a major company like this deal with an issue like this with a standard truthful considered response? You'd think that all their customer service reps would have been sent guidelines on the issue by now - this random response business just makes the company seem even more amateur.

I can't wait to move to O2. I hope you get it resolved positively - it might be best to talk to someone directly though. Good luck!

Searcher2

I know. But this bloke has got me riled. Maybe when I've had my break I'll be calm enough to ring them but for now I'll keep him busy with emails.

uk144

I have rung up and got my 12 month contract cancelled from 1st april.

I had also sent an email and got the response below. They are really taking the micky....

Best to ring and quote the clause number.

_____________

I am sorry that you are not happy the changes in the time slot of the evening calls.

I would like to confirm you that due to the following reasons BT has decided to change the time slot for the evening calls.

1) Our research shows that two thirds of our customers prefer to make calls after 07:00 pm.

2) Our usage analysis shows that our customers spend longest on the phone between 08:00 pm and 09:00 pm.

3) Our daytime and evening call rates are still some of the most competitive in the market place. Our daytime rate is actually cheaper than Virgin’s evening rate, Therefore, calls between 06:00 pm to 07:00 pm will cost you less with BT than Virgin.

4) We are also aligning our practices internally with our Global Services and BT Business operating units who already have a day / evening boundary of 07:00 am to 07:00 pm

5) You can avoid this change by signing up to our Unlimited Anytime Plan.

Therefore, I would like to assure you that BT is not reducing the time slot. You will continue to get 12 hours time to make the calls in evening.

If you require any further assistance please do not hesitate to contact me via e-mail.

Thank you for contacting BT.

Your Sincerely,
Neelam Pandey
Digital Care Advisor
Reference Number -100131-006593

musical_norwich

Communications providers have to operate in line with the 'General conditions under section 45 of the Communications Act 2003' published by OFCOM. These conditions implement EU law and can be downloaded here:

http://www.ofcom.org.uk/static/archive/oftel/publications/eu_directives/2003/cond_final0703.pdf

BT is in flagrant of Condition 9.3:

1. BT has to let consumers leave if a change is to their material detriment: BT is doing the reverse and attempting to deny consumers this right
2. BT has a duty to tell customers they have the legal right to leave: BT is doing the reverse and not telling customers they have this right

BT has no leg to stand on and OFCOM should act. If people want to complain to OFCOM these are the most blatant breaches imaginable.

Here is the relevant condition for any doubting Thomases:

9.3 Where the Communications Provider intends to modify a condition in a
contract with a Consumer which is likely to be of material detriment to
the Consumer, the Communications Provider shall:

(a) provide the Consumer with at least one month’s notice of its
intention detailing the proposed modification; and

(b) inform the Consumer of the ability to terminate the contract
without penalty if the proposed modification is not acceptable to
the Consumer.

Note no silly ten day deadline for cancellation. What is the point in OFCOM stipulating one month's notice if the ability to cancel is restricted by BT's own terms and conditions? Also note 'likely to be of material detriment' which is a pretty low threshold - i.e. the consumer can say 'I will most likely be making more calls in the evening than at dawn'.

This isn't the only illegal thing about what BT is trying but it is the most easy to prove.

Mark is correct - BT's permission to cancel is not required. You have the right to cancel under contract law, consumer protection law and the law that gives BT the right to operate.

Light touch regulation has become soft touch regulation. Can't wait for OFCOM to be abolished.