There maybe trouble ahead...more BT woe !!!!

Sam-MMR

Following serious illness and hospitalisation I was unable to pay a £28 bill on time.[FONT=&quot]

As a result I was disconnected and the charges piled up into hundreds.

I took the matter to OTELO.

After reviewing the matter, OTELO has instructed BT to reconnect my line and remove the outstanding debt. . I was also awarded goodwill payment of £60.

I received a letter that a BT engineer will come to my home to check or set up everything on 19 March between [/FONT][FONT=&quot]8.00am[/FONT][FONT=&quot] and [/FONT][FONT=&quot]1.00pm[/FONT][FONT=&quot].

I am absolutely fuming that no engineer came to my home to check or set up the line at that specified date and time

I took timeout from work to stay at my home so the phoneline could be reconnected.

This has caused me great inconvenience. I am livid that BT has completely wasted my time.

What shall I do?

I am very angry and I want to do the right thing. I don't want to start another sequence of hassle and argument with BT without getting my facts right.

In the meantime, I’ve received my first bill of £43. I have paid this bill promptly.

How can BT bill me, when my line has not even been set up by an engineer?

The bill states that no calls have been made on the line.

What is going on?

BT has put me on an Unlimited Weekend plan.[/FONT][FONT=&quot], on an 18 month contract.....Which I did not agree [/FONT][FONT=&quot]
[/FONT]
[FONT=&quot] I'm billed quarterly via paper bill... There is a processing fee of £4.50 per quarter.[/FONT]
[FONT=&quot]
[/FONT][FONT=&quot]Can I cancel or change this contract[/FONT][FONT=&quot]....Do I have to stay with BT[/FONT][FONT=&quot]...?
[/FONT][FONT=&quot]
I don't want to throw my toys out of the pram......because I’m still angry.

I'd prefer to keep my communication with BT in writing........so I’m not scared of writing letters.

Dealing with BT customer service on the phone can be a nightmare!!!

Can anyone give me any suggestions how to approach this matter before it’s messy!![/FONT]

Heinz

99 times out of 100, reconnection following such a disconnection is done at the exchange and there's no need for an engineer to attend your house.

Are you sure the line has not been reconnected?

macman

Sorry to hear about your illness. But once again this proves the logic in having your bill(s) on direct debit, which would have avoided this whole situation arising.
By switching to monthly whole bill direct debit and paper-free billing you can avoid any extra changes. The non-DD processing fee has been in place for some years now.
Line rental is billed in advance.

Jemma-T

Sam-MMR wrote: »

Following serious illness and hospitalisation I was unable to pay a £28 bill on time.[FONT=&quot]

As a result I was disconnected and the charges piled up into hundreds.

I took the matter to OTELO.

After reviewing the matter, OTELO has instructed BT to reconnect my line and remove the outstanding debt. . I was also awarded goodwill payment of £60.

I received a letter that a BT engineer will come to my home to check or set up everything on 19 March between [/FONT][FONT=&quot]8.00am[/FONT][FONT=&quot] and [/FONT][FONT=&quot]1.00pm[/FONT][FONT=&quot].

I am absolutely fuming that no engineer came to my home to check or set up the line at that specified date and time

I took timeout from work to stay at my home so the phoneline could be reconnected.

This has caused me great inconvenience. I am livid that BT has completely wasted my time.

What shall I do?

I am very angry and I want to do the right thing. I don't want to start another sequence of hassle and argument with BT without getting my facts right.

In the meantime, I’ve received my first bill of £43. I have paid this bill promptly.

How can BT bill me, when my line has not even been set up by an engineer?

The bill states that no calls have been made on the line.

What is going on?

BT has put me on an Unlimited Weekend plan.[/FONT][FONT=&quot], on an 18 month contract.....Which I did not agree [/FONT][FONT=&quot]
[/FONT]
[FONT=&quot] I'm billed quarterly via paper bill... There is a processing fee of £4.50 per quarter.[/FONT]
[FONT=&quot]
[/FONT][FONT=&quot]Can I cancel or change this contract[/FONT][FONT=&quot]....Do I have to stay with BT[/FONT][FONT=&quot]...?
[/FONT][FONT=&quot]
I don't want to throw my toys out of the pram......because I’m still angry.

I'd prefer to keep my communication with BT in writing........so I’m not scared of writing letters.

Dealing with BT customer service on the phone can be a nightmare!!!

Can anyone give me any suggestions how to approach this matter before it’s messy!![/FONT]

If people absolutely insist on paper bills falling through their door like their grandparents parents did then they aught to make sure they either are in credit (easy to do) or pay the bill.

Yes, the OP has been unfortunate but that enormous post just complicates things and will lessen the chance of receiving help here.

Get back on to BT and move to Direct Debit. If you don't want/like DDs then don't take the services or don't become ill ever again or make sure you account is in credit. I know becoming ill is an unknown so maybe you need to think a bit more about your rejection of the quite excellent Direct Debit system and its guarantee.

Direct Debit http://en.wikipedia.org/wiki/Direct_debit

DVardysShadow

Jemma-T wrote: »

If people absolutely insist on paper bills falling through their door like their grandparents parents did then they aught to make sure they either are in credit (easy to do) or pay the bill.

Yes, the OP has been unfortunate but that enormous post just complicates things and will lessen the chance of receiving help here.

Get back on to BT and move to Direct Debit. If you don't want/like DDs then don't take the services or don't become ill ever again or make sure you account is in credit. I know becoming ill is an unknown so maybe you need to think a bit more about your rejection of the quite excellent Direct Debit system and its guarantee.

Direct Debit http://en.wikipedia.org/wiki/Direct_debit

Oh yeah.

I have been DD on all utilities. I stopped that, because once they get a DD, they just put their fingers into your bank account and refuse to ever justify their monthly debits. Well, AFAIAC, DD can rot.

Jemma-T

DVardysShadow wrote: »

Oh yeah.

I have been DD on all utilities. I stopped that, because once they get a DD, they just put their fingers into your bank account and refuse to ever justify their monthly debits. Well, AFAIAC, DD can rot.

Well, I wouldn't suggest DD for every single payment that's due. For me I don't trust my local Council (Council Tax) or anyone else along those lines.

But for utilities (especially phone -we all need the phone) I'm happy to have DDs as I have complete control. If they do something I don't like I'll cancel it and wait for the phone call or letter and then reset the agreement etc.

Heinz

Those who caution or rail against direct debits are normally those who, in the past, have had a bad experience (an unexpectedly or incorrectly high call which took their account into overdraft) rather than those whon don't know the 'total control' advantages.

Having reached the stage in my life where I do not worry about overdrafts, I take the view that the control aspect (as opposed to the total lack of control which results from giving continuous payment authority on a credit or debit card) is more important.

From the money saving standpoint, of course, direct debits frequently get me discounts (on my utilities) or prevent 'non-direct debit payment' charges (BT).

Sam-MMR

Heinz wrote: »

99 times out of 100, reconnection following such a disconnection is done at the exchange and there's no need for an engineer to attend your house.

Are you sure the line has not been reconnected?

At the risk of sounding stupid......

When I got my line originally connected approx over 12 years ago a engineer came to my home to check and set up everything.

Why did BTtell me to stay at home between 8am and 1pm when it wasn't necessary to be there.

Also, will I be in breach of contract if I switched from BT.

I haven't even used the line and I can see problems already.

Why has BT put me on a 18 month contract?

Is that standard proceeedure, if you've been reconnected.

I'd like to stay away from BT if it were possible.

I've had nothing but poor customer service from BT in recent years.

Even though OTELO has managed to bring the matter to a conclusion I am still seething about shabby BT service.

Guess what..........picked up the phone and there's a dialtone!!!

I suppose it's my fault and I should have known that re-connections are done at the exchange!!

It's not worth complaining to BT.......I aint gonna get anywhere!!

Thanks to you guys on this forum for the heads up!!!

Sam-MMR

Jemma-T wrote: »

If people absolutely insist on paper bills falling through their door like their grandparents parents did then they aught to make sure they either are in credit (easy to do) or pay the bill.

Yes, the OP has been unfortunate but that enormous post just complicates things and will lessen the chance of receiving help here.

Get back on to BT and move to Direct Debit. If you don't want/like DDs then don't take the services or don't become ill ever again or make sure you account is in credit. I know becoming ill is an unknown so maybe you need to think a bit more about your rejection of the quite excellent Direct Debit system and its guarantee.


I will do my very best not be rushed to hospital in a coma again.

You'll be saying that BT is not my babysitter, butler or carer next!!!

Thanks for your comments anyway........

DVardysShadow

Heinz wrote: »

.... direct debits .... prevent 'non-direct debit payment' charges (BT).

There is another [arguably better] way of avoiding these charges ....

Sam-MMR

DVardysShadow wrote: »

There is another [arguably better] way of avoiding these charges ....

Go on......Tell us !!!