BT Ulimited Anytime charging for free texts

Teesy

I recently changed my phone to BT's Unlimited Anytime calling plan, this is advertised as having 200 texts per month with extra texts at 10p each.

When I checked my recent usage online, I saw that I was being charged 10p for each text made so I called BT to ask them why. Imagine my surprise when the answer I got was that the free texts are only to another landline not to a moble phone. I thought the girl I was talking to had misunderstood what I was saying so I asked to speak to a manager. This manager confirmed that the free texts are only to another landline but could not explain why anybody would text a phone that they could call for free under the Unlimited Anytime plan.

Surely this is not correct, there is no mention anywhere of the texts being chargeable to a mobile. Has anybody else had this problem, or know the best way to address the issue?

Cheers
Teesy

iniltous

I'm pretty sure that there is no difference between text to a landline or mobile, the first 100/200 are free and only if you use more that that are you charged 10p/text, it could be that they appear on line, but wont appear on you bill when the bill is produced monthly/quarterly, you may need to wait until your bill is produced to know for sure, but if you do get charged for them you have a good case for getting the charge waived coz it doesnt state free to landlines only in the T&C's...my money is on the BT reps not knowing what they were talking about

JustPassingBy

Teesy wrote: »

This manager confirmed that the free texts are only to another landline but could not explain why anybody would text a phone that they could call for free under the Unlimited Anytime plan.

BT (and other help lines) are very good at confirming things. Their confidence is unbounded but their knowledge and understanding is rather less complete than one would desire. What you were told is monstrously wrong.

Surely this is not correct, there is no mention anywhere of the texts being chargeable to a mobile. Has anybody else had this problem, or know the best way to address the issue?

It is definitely not correct. Text is an included part of your package. BT Wholesale provide the service to all UK landline and mobile phones. Get back to them. Again and again if necessary.

Ypaymore

I always thought the inclusive texts were to landlines and mobiles.But this suggests otherwise.


"BT Text

Sometimes a few words are all you need. With BT Text you can send and receive text messages on your home phone, without the need for a mobile phone.
All you need is a text-enabled phone. You can receive texts at no extra cost and our call packages include sending a certain number of texts: i.e. Unlimited Evening & Weekend Plan includes 100 landline texts a month and Unlimited Anytime Plan includes 200."

http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=23417

JustPassingBy

Ypaymore wrote: »

"BT Text

Sometimes a few words are all you need. With BT Text you can send and receive text messages on your home phone, without the need for a mobile phone.
All you need is a text-enabled phone. You can receive texts at no extra cost and our call packages include sending a certain number of texts: i.e. Unlimited Evening & Weekend Plan includes 100 landline texts a month and Unlimited Anytime Plan includes 200."

http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=23417

Texts can be sent to other landlines or mobiles. My 100 included texts sent to mobile phones cost me nothing. Teesy has experienced some fault in BT Retail's system which has lead to a being charged more than 0p. Unfortunately, he/she has also encountered another major fault in BT's system - Customer Service.

This service enables fixed line customers, subject to ELIGIBILITY below, to be able to send and receive SMS (text) messages to and from other suitably equipped fixed lines and most UK mobile networks.

http://www.bt.com/pricing/current/Call_Charges_boo/0016_d0e22358.htm#0016-d0e22358

Ypaymore

JustPassingBy wrote: »

Texts can be sent to other landlines or mobiles.

I am fully aware of this but the link i gave suggests their only inclusive to landlines.

If someone from Bt read the link i gave i can see why they might suggest their chargeable to mobiles even if their not.

jessmist

I am on the anytime plan and i get 200 free texts per month.
I always send them to mobiles and i have not been charged for them.

Torry_Quine

I send texts to mobiles and don't get charged.

mayet

We have the Anytime Package - inc 200 free texts per month. I wanted to make sure I didn't exceed this ... and get charged. So I searched the website unsuccessfully ... and then phoned to ask.

According to the staff member, I need to go online, look at "All calls" and COUNT how many texts we've sent - amongst all the other calls listed! Up to 200? Surely there should be a running total!

BT's written reply, to my feedback requesting a running total via my website account access, is

"Unfortunately at the moment we have no other way of advising how many text you have sent on a monthly basis.

Any texts that go over your monthly allowance will be charged for and owed to BT. I understand that you are not happy with the service but if you are using it and go over the free text then there will be a charge raised.

Hopefully in the future there will be a quicker way to check how many texts you have sent but at the moment the information you have been given is correct and this is the only way to check."

Do you know ... is there some Ombudsman that I can approach with this?

Many thanks

Freddie_Snowbits

BT website I find is very good for keeping up top date how many minutes and texts I have used. It also says it was updated at XXX time, and that other data may not be included.

Log on here
http://www.bt.com/

JustPassingBy

mayet wrote: »

Do you know ... is there some Ombudsman that I can approach with this?

Why? Do you want her to do your counting for you?:)

Here's an idea:

Log in to your account and go to Recent Usage.

• Set View: All
• Set Call type: Other calls
• Set Show: 50
• Click the blue View button
• Do (a x 50) + b