BT charging £199 for MLPP(?)

angelavdavis

A friend of mine is tearing her hair out with BT. She was having some work done to her house which included the demolition of the wall that her BT line came into. The builders left the line and box hanging but intact.

She contacted BT to have this moved to another location, despite various appointments, they failed to turn up as organised.

Eventually, her husband had just arrived home and parked away from the house (because the skips, etc meant that he couldn't park nearer) when his mobile went off so he took the call while watching the engineer , when he spotted the BT van. The house at this stage was a building site - there were no windows in at this stage - just tarpaulin covering these which is how he accessed the property.

He sat in his car watching the engineer as he took the call, who used their scaffolding to get to the area where the line came into the house and basically fixed the box onto the wall (my friend insists that he didn't extend the line - it was simply fixed onto the wall). He left before my friends husband had finished his call.

BT sent her a bill for £400 including the cost of hiring a cherry picker to access the property! They insist that there was a fault on the line which they have also resolved (something my friend denies). In addition, they have charged £17 and another £182 both for something they call MLPP.

She argued the toss about the cherry picker and they withdrew this part of the bill but the other charges remain and of course the monthly line rental has now mounted up so the total owed is £300!

When my friend calls BT, she is being fobbed off and told to hold to wait for a manager to come on the line, then is being cut off!

She is at a loss to get this resolved and BT are now saying that my friend needs to pay this bill, so they have cut her off! They won't provide an explanation of what this MLPP is, and why she suddenly needed to be charged for this.

Any idea what MLPP is and what the heck my friend can do to get this resolved.

Mark_In_Hampshire

What work did you agree would be performed, and importantly, at what agreed cost?

angelavdavis

No work was agreed at all. They simply asked for the main telephone connection to be moved from one wall to another one which was about 8 foot away from the original location. BT said there was a fault on the line, but my friend said that when they plugged their phone in the line, it was OK.

angelavdavis

Has anyone come across MLPP and if so, what is it usually used for? Thanks

oap

I do not know what MLPP is, but we had a dispute two years ago they charged for a fault outside the house, which we should not have had to pay, in the end found the cEO office on the internet and sent them e mails and also spoke on the phone, they agreed not to charge, as outside the house, it is their responsibility,

Maybe this might help your friend.

oap

oap

ps I have just googled MLPPP, but not sure if this is the same, but it is something to do with broadband I think, have a look, cheers oap

Mark_In_Hampshire

Not sure I'm any the wiser...

http://www.inacon.de/glossary/MLPP.php

I doubt you'll get this resolved by phone. Suspect emailing or writing, setting out what you asked for, what was done (as you observed) and questionning the items on the bill and how they relate to the work you asked for is the way to go.

Sponge

angelavdavis wrote: »

BT sent her a bill for £400 including the cost of hiring a cherry picker to access the property! They insist that there was a fault on the line which they have also resolved (something my friend denies). In addition, they have charged £17 and another £182 both for something they call MLPP.

She argued the toss about the cherry picker and they withdrew this part of the bill...

Shocking how they can lie like that! :eek:

chrisb1357

Best to email the CEO Office [EMAIL="crs.hlc@bt.com"]crs.hlc@bt.com[/EMAIL]

If you send a email to them but dont be over powering with the words in the email they will sort the problem out. Include the full phone number and account number

Chris