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BT Broadband

For 6 years my internet provider was AOL and did not have one issue in all that time.

Last summer BT phoned me offering BT Broadband.
As I was already with BT (phone) and through brand loyalty, I signed up to BT broadband at an introductory price of £12.99 a month for one year, then £15.99 thereafter.

From the start of the contract until today (7 months) they have been charging me £ 15.99.

I phoned BT complaining about this when I received my last bill and they said "the wrong code had been put on the account and that they would correct it".

Yesterday I received the last quarter’s bill and still being charged £15.99.

I phoned BT again only to be told the same thing and that the previous representative had not corrected the code.

I told them that I was not happy and just wanted to cancel the BT broadband so I could get back to AOL. The operator told me she could cancel the broadband and that I will be charged £25.00 for the cancellation (I told the operator to go ahead and cancel).

Surely if they sold me the package at a given price, then charge me a higher price, I should have the right to cancel that package without cost to me?

I wish I had never changed to BT broadband it has cost me a lot more than if I had stayed where I was.

Also I resent the fact that they used my router as a conduit for there “Hot Spot” (BTFON and BTOpenzone). If they want to increase there “Hot Spot” range and use our home routers for this then they should compensate the customer (In some form of a sweetener). Instead I am just left with a sour taste in my mouth.

Comments

  • penrhyn
    penrhyn Posts: 15,215 Forumite
    Part of the Furniture Combo Breaker
    You should have first sorted out a new ISP, then requested a MAC from BT. In this way you would have avoided the £25 charge.
    That gum you like is coming back in style.
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Cancel the cancellation, get your MAC from BT and use it to go to your new ISP. That way you pay nothing.
    If it's too late to cancel, then you will lose your service until the new ISP is provisioned, and you will have to pay the £25 cease charge.
    No free lunch, and no free laptop ;)
  • I think that BT can tie themselves in knots by offering so many incentives and discounts that it can be difficult to keep track of things. I wish that their pricing was more transparent but, each year, I have to go through the routine of asking for a discount on my package. (This is necessary as BT do have high headline rates) I have twice in the last six months had to chase these discounts as they haven't been applied. Ironically for a company in the communications business, I don't think the they're able to communicate with themselves very well. BT is the only option for us, otherwise I'd take my phone, broadband and £40 monthly charge elsewhere. However, aside from the internal problems, BT do offer a watertight service!
  • BT_company_representative
    BT_company_representative Posts: 1,861 Organisation Representative
    1,000 Posts Combo Breaker
    Hello Gogse

    Sorry to hear your thinking of leaving.

    I would have to echo the suggestions by the other posters on this thread, if you wish to go to another provider I would recommend asking for a MAC Code. However I would like an opportunity to help with this.

    If you would like assistance with getting the proper price and opting out of the BT FON service drop me an email to the address in my profile.

    Thanks

    Stuart
    Official Company Representative
    I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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