Best approach with b.t.

kennyg123

Wondering if anyone out there can offer some advice on dealing with B.T?

I'm on B.T.'s Unlimited Evening and Weekend Plan with inclusive Friends and Family Mobile on a rolling/auto renewing 12 month contract. I want to change to their Weekend Plan as soon as possible without incurring any cancellation charges. I've had credit 11 of 12 on my bill dated 7/3/10.

I sent an enquiry through my B.T. account asking when I could change plans without incurring any cancellation charges. I gave my home phone number and email address requesting reply by email. This was about 1 week ago and I've heard nothing!

I'm concerned that I will "miss my window" and be automatically signed up for another 12 months.

Does anyone have a suggestion as to how to find out when I can change? I would prefer something in writing from B.T. after reading about all the problems others have had with various issues.

I

DVardysShadow

Oh, you will get nothing in writing from BT. Your best bet is to write to them and tell them firstly you do not wish to renew the existing plan and secondly that you wish to sign up for the new plan. Write, definitely by post and also by email. Keep copies and expect a fight when it doesn't happen, but at least you have proof.

When it all goes wrong, there are BT reps here who will come along if you write about your problems. They will make soothing noises and possibly solve your problem.

mrtom21

Have you thought of ringing them? That would be my first bet as this is something usually done over the telephone with BT.

kennyg123

Didn't really want to ring them in India. Last time I did that, had a lot of difficulty trying to understand them!

Do you know whether they log or record the call i.e. date, time, query, etc. It's easy to deny a call was made or content! And again I don't want to miss the window!

kennyg123

Just had a phone call from India giving me the information I wanted. And it has been confirmed in an email. Now that's what I call service!

Mmm just hope they manage to change my plan when it's due!

mrtom21

See . Some things are best done over the telephone. I would usually only put something in writing if I was wanting to complain.

DVardysShadow

mrtom21 wrote: »

See . Some things are best done over the telephone. I would usually only put something in writing if I was wanting to complain.

You may yet get bitten by that. Certainly, I have found BT India useless on the phone and the prime reason I left them when I moved house.

mrtom21

DVardysShadow wrote: »

You may yet get bitten by that. Certainly, I have found BT India useless on the phone and the prime reason I left them when I moved house.

Customer has a confirmation email from BT... No matter what happens the OP has proof they called to stop the renewal. I'd say that's just as good as a letter sent via recorded delivery.

kennyg123

mrtom21 wrote: »

See . Some things are best done over the telephone. I would usually only put something in writing if I was wanting to complain.

Judging by most of the other posts on here, I would have thought dealing in writing with a company like B.T. was a sensible choice?

Getting everything in writing should avoid any misunderstanding!:rotfl:

mrtom21

I agree.... It is just the timescale involved in writing and the reply you get that may not be so convenient. It makes sense in some cases to just ring them and ask they send an email out confirming what they have done, that way you have something to use in future if they claim there is no record of the call.

kennyg123

mrtom21 wrote: »

I agree.... It is just the timescale involved in writing and the reply you get that may not be so convenient. It makes sense in some cases to just ring them and ask they send an email out confirming what they have done, that way you have something to use in future if they claim there is no record of the call.

I decided best course of action was to ask B.T. the question in an email. At least this would be logged on their records and would prove what I was asking for. If I was auto-renewed, at least I could ask why when they were fully aware of my intentions.

At least it has worked so far!