URGENT HELP PLS: BT causing problems re cancellation of line

cajef

JustPassingBy wrote: »

However, I hope we can agree the information content in the post is zero. There is a world of difference between offering to help in private and actually giving real help and advice in public, which the vast majority of people on this forum do.

The information is telling the poster to contact him so he can sort his problem out, do you expect the OP to give confidential information on a public forum such as name, account number and any other relevant information so he can assist.

If it concerns you that much I would suggest you report it as indicated in his signature to the abuse team and see what they say, rather than posting adverse comments on an open forum which have left the OP questioning whether he his legitimate or not.

JustPassingBy

cajef wrote: »

The information is telling the poster to contact him so he can sort his problem out, . . . . .

As I said - a private consultation. Inimical to public discussion and ultimately destructive if enough posters follow the same track.

. . . . do you expect the OP to give confidential information such as name, account number and any other relevant information so he can assist on a public forum.

No, of course not. But have you read the original post? As a BT Representative I could easily construct an initial response which was many, many levels above a tweet.

Paragraph 2 is a quite general question. No personal information required. Paragraph 3 is trickier but, off the top of my head:

When you move a line from one property to another BT's standard policy is . . . . .[give information etc, etc]. If you feel your situation does not fit this please post again if necessary. Ultimately we may need to look at your account so you will have to contact me via . . . .

BT Representative's rôle is part of some sort of outreach programme for BT Customer Service, not as an enlightening or helpful forum member.

If it concerns you that much I would suggest you report it as indicated in his signature to the abuse team and see what they say, rather than posting adverse comments on an open forum which have lead to the OP wondering whether he his legitimate or not.

If anything concerns me, I post. Nothing else is needed. Adverse comments are good.

I am not responsible for the level of the OP's understanding but I was remiss in not correcting her misinterpretaion of one of my posts. What's you excuse?

cajef

JustPassingBy wrote: »

As I said - a private consultation. Inimical to public discussion and ultimately destructive if enough posters follow the same track.

BT Representative's rôle is part of some sort of outreach programme for BT Customer Service, not as an enlightening or helpful forum member.

For the last time the poster has MSE permission to post as an official BT representative, as pointed out in post #9 by Heinz, an entirely different situation than someone offering to assist as a private individual.

If his roll is too difficult for you to understand contact the MSE team and get clarification, that would seem to be the only way you will understand his roll as a BT representative on these forums, you obviously seem incapable of comprehension of his signature.

Mark_In_Hampshire

waterwatereverywhere wrote: »

Hi,

Hope someone can help - friends of ours are splitting up. Phone bill is in one of their names, not joint names.

First thing is the person whose name the phone line is in has had to leave the flat due to the other's intolerable behaviour (drunk and abusive). The phone line is still active. Can she get a bar on outgoing calls put on so he cannot rack up a massive bill during notice period with BT? Is there a charge for this?

Secondly, she rang BT to give notice and ask for final bill and they said two weeks notice are needed (fine) but then said they would charge a cancellation fee of almost £100 (phone line & broadband). They moved this line from another property and were told at that time they would be entering into a 1 year fixed term contract which expired last December. So they are no longer in a contract but BT have lied to her saying they sent out some new terms and conditions putting them on a new contract. She has never agreed to any new contract, has made no changes to the account since moving it over a year ago and has received no paperwork from BT about any changes or any new contract.

Pls can anyone advise the best way to tackle this as she feels they are not right to make any extra charges - is there an effective complaints email address for someone high up at BT to raise this with in writing as phoning seems pointless.

Many thx for any help on this.

Assuming the phone bills are in "her" name:

The line has to be cancelled anyway regardless of what then happens, for "her" safety for the reasons you state.

Proceed with the cancellation and also confirm that in writing. "She" can cancel as she's the account owner, and can also ask for an outgoing calls bar in the meantime.

Then wait for the final bill, then challenge it in writing (probably also advising change of address) and pay the bit "she" thinks she owes explaining why the cancellation charges don't apply asking for documentary evidence that the auto-renewal was explicitly agreed, and wait for a response.

waterwatereverywhere

Hi

Just wanted to say thank to everyone who replied with advice. We did put an email together to send through BT's automated website thingy (as there was no email address listed).

Anyway GREAT NEWS, someone from BT customer services did actually ring and said that they had not sent out the revised terms and conditions so they would be waiving the cancellation charges. So I'd urge anyone else in this situation to send an email. We just set out the facts and they accepted them.

Really thought this was going to be a nightmarish uphill struggle so am pleased it has been sorted out.

Good luck to anyone else in a similar situation.