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

8tpercent

Wow, BT really are good aren't they...

Last Friday, I got a call from BT, offering Free E&W calls included in the line rental, *if* I sign up to a 12 month contract. Note: No mention of the 7pm change on the phone.

I thought it'd save a bit £2.99 a month.... and as I'm tied into broadband for 10 months, I was happy to sign up to save a little.

The confirmation letter arrived on Tuesday, again, it said I could make calls 6pm to 6am. Note: NO mention of the 7pm change.

I rang BT today, to find out why I wasn't told about this change before I agreed to the 12 month, as I saw the change new only on Breakfast this morning.

I also asked if they would price match O2 at £9.50, as they have done for others that said they want to leave.

They said they don't price match and that while they were sorry the 7pm wasn't mentioned, there was nothing they could do...and if I cancelled I'd be charged the remaining contract length.... but they did say "thank you for being a BT customer"... grrrrrr....

How can BT arrange a reduced £9.50 for some people and it's £11.54 for others?

I'll be sure to use 1899 instead of using BT after 6pm-7pm.

babyboomer50

Regarding the 10 days to respond - BT sent the email on 28 Jan but my wife was away for a few days and only checked her email on 6 Feb.

She has replied today saying that we wish to terminate the 12 month evening and weekend contract. I suspect there is going to be an almighty argument between us and BT as to what is involved in the words " However, once we have told you about such a change...". Ofcom may have to decide on the legality of the date of sending and receipt of electronic communications,

Sending an email cannot possibly be a legally binding method of communication, unless an acknowledgement has been received, showing that the information has been received, not just sent. Until an email is received, it is sitting on the server of the ISP, so BT cannot tell anyone anything by email until it is read be the adressee, unlike an letter which is considered to be delivered when it drops through the letterbox.

Proof of posting is not proof of delivery...

ACDeag

8tpercent wrote: »

Wow, BT really are good aren't they...

Last Friday, I got a call from BT, offering Free E&W calls included in the line rental, *if* I sign up to a 12 month contract. Note: No mention of the 7pm change on the phone.

I thought it'd save a bit £2.99 a month.... and as I'm tied into broadband for 10 months, I was happy to sign up to save a little.

The confirmation letter arrived on Tuesday, again, it said I could make calls 6pm to 6am. Note: NO mention of the 7pm change.

I rang BT today, to find out why I wasn't told about this change before I agreed to the 12 month, as I saw the change new only on Breakfast this morning.

I also asked if they would price match O2 at £9.50, as they have done for others that said they want to leave.

They said they don't price match and that while they were sorry the 7pm wasn't mentioned, there was nothing they could do...and if I cancelled I'd be charged the remaining contract length.... but they did say "thank you for being a BT customer"... grrrrrr....

How can BT arrange a reduced £9.50 for some people and it's £11.54 for others?

I'll be sure to use 1899 instead of using BT after 6pm-7pm.

Distance selling directive should get you out of the E&W tariff if you cancel now as it was sold over the phone. You need to cancel today if you can.

Searcher2

TooNice wrote: »

I can however re-iterate that the way many speaks about BT is how I feel about TalkTalk. It took me many months, and long calls to finally get them to stop billing me when I left them, and getting my money refunded. But that's another story.

Glad you got it sorted. Maybe you got the same bloke I had to teach about their T&Cs. I wouldn't go to TalkTalk from BT - it's like out of the frying pan into the fire but O2 have been great for me so far and am willing to take the jump with them. I just hope their customer service is as good as their mobile and broadband offerings.

Oggyoi

I am a Virgin customer ( thankfully), but since these changes from BT, my parents are getting 2 or 3 calls a day from BT asking if they are interested in paying the extra for the free daytime calls.

I think BT are amongst the scum of the business world, but they have stooped to a new low by doing this then pushing this extra service.

Stv67

I spoke with someone at BT a short while ago (on 0800 800 150 option 2 - as advised by their spokesperson on Working Lunch a few days ago) but didn't get anywhere. They refused to accept that changing the terms and conditions of the contract was unfair and was a valid basis for being able to leave the contract early. They said I could cancel and be charged a cancellation fee, but they would not let me go without penalty. They said that they have received absolutely no update from BT management that they are able to end contracts early because customers might be materially affected by the change to the contract. They even claimed that nobody has been allowed to leave their contract early because of this (despite there being postings in this and other forums, even their own at bt.com, that lots of people have succeeded - and despite the advice from their own spokespeople on TV this week). I am so angered by BT's underhanded way of slipping in extra charges and not being upfront about it, or treating customers well when they legitimately complain that I will definitely be leaving BT one way or another, on point of principal. This is a disgusting way to treat loyal customers. I had a gut feeling I should never have returned to BT - once bitten and all that. Never again!

ACDeag

Stv67 wrote: »

I spoke with someone at BT a short while ago (on 0800 800 150 option 2 - as advised by their spokesperson on Working Lunch a few days ago) but didn't get anywhere. They refused to accept that changing the terms and conditions of the contract was unfair and was a valid basis for being able to leave the contract early. They said I could cancel and be charged a cancellation fee, but they would not let me go without penalty. They said that they have received absolutely no update from BT management that they are able to end contracts early because customers might be materially affected by the change to the contract. They even claimed that nobody has been allowed to leave their contract early because of this (despite there being postings in this and other forums, even their own at bt.com, that lots of people have succeeded - and despite the advice from their own spokespeople on TV this week). I am so angered by BT's underhanded way of slipping in extra charges and not being upfront about it, or treating customers well when they legitimately complain that I will definitely be leaving BT one way or another, on point of principal. This is a disgusting way to treat loyal customers. I had a gut feeling I should never have returned to BT - once bitten and all that. Never again!

I got no where calling them. However an email from their web site did the trick (they initially refused but when I quoted their own T&Cs they backed down). At least it will be in writing as well.

Stv67

ACDeag wrote: »

I got no where calling them. However an email from their web site did the trick (they initially refused but when I quoted their own T&Cs they backed down). At least it will be in writing as well.

According to BT you don't exist! Nobody has been permission to get out of their contract apparently!

Thanks for the info - I'll try sending them something in writing too.

Edinburghlass_2

Searcher2 wrote: »

Glad you got it sorted. Maybe you got the same bloke I had to teach about their T&Cs. I wouldn't go to TalkTalk from BT - it's like out of the frying pan into the fire but O2 have been great for me so far and am willing to take the jump with them. I just hope their customer service is as good as their mobile and broadband offerings.

My free w/end and evening calls with BT finishes on 1/3 so I think I'm going to go with o2 for the lot myself, this change by BT has been the push that I needed.

ACDeag

Stv67 wrote: »

According to BT you don't exist! Nobody has been permission to get out of their contract apparently!

Thanks for the info - I'll try sending them something in writing too.

This is what they said:

Dear Mr X,

Further to our conversation I can confirm that I have now cancelled your Unlimited Evening and Weekend Plan package and you have been put on to the basic Unlimited Weekend Plan package as requested. You will not be held to term for your package and you will therefore not be charged anything for cancellation. I am sorry again for the difficulty and misunderstanding when cancelling your package.