BT Call Packages - Double Charging

Account69

I need some help here and all I get from BT is a load of corporate bull****


In the beginning of June this year I got the SKY TV/Broadband/Talk package.

I got my confirmation letter from SKY telling me the the TALK part of the package would transfer from BT to SKY on 28th June 2010

I also got a letter from BT on the 12th June saying how sorry they were to move my calls to another company and confirmed that my calls etc on my phone number would be moved on 28th June 2010. The letter then stated that there was no need to do anything else unless I change my mind.

I did not change my mind as I wanted this all to happen.


Today by chance I get an email from BT saying my bill is ready online, though I have still been getting these I just presumed it was just for line rental (Which I wish to keep with BT).

On looking at the bill it showed I was being charged for the Unlimited Anytime Call Package. I check back at previous online BT Bills to see that I have been paying for the call package all along.


I spoke to sky to confirm that my calls were going throught them and they agreeded my calls were going through them as they could see the calls I have been making. Sky said they had contacted BT at the time of the transfer to inform them the calls would be moving and for BT to cancel/move the call pacjage on the 28th June 2010.


So I now ring BT and got through to an indian person who could not understand what the problem was. She agreed that my calls had been transfered to SKY on the 28th June 2010 but stated that I still had to pay the Unlimited Anytime Calls package with BT and the only way to cancel the call package was to cancel my Line Rental with them. She refused to understand that simple context that one can have Line Rental with BT and calls with another company. She insisitd that one needs to have the Unlimited Anytime Calls package on my account even though I was not using it and my calls where going through SKY.

I have just tried to PM the BT Company Representative here on the forums as they were good to me when I tried to get off the 12 month rolling contract last November however they do not allow PM any more so does any here know how I can get to contact a person who will understand and also maybe understand english.

Thank you

notbritishgas

Account69 wrote: »

I need some help here and all I get from BT is a load of corporate bull****


In the beginning of June this year I got the SKY TV/Broadband/Talk package.

I got my confirmation letter from SKY telling me the the TALK part of the package would transfer from BT to SKY on 28th June 2010

I also got a letter from BT on the 12th June saying how sorry they were to move my calls to another company and confirmed that my calls etc on my phone number would be moved on 28th June 2010. The letter then stated that there was no need to do anything else unless I change my mind.

I did not change my mind as I wanted this all to happen.


Today by chance I get an email from BT saying my bill is ready online, though I have still been getting these I just presumed it was just for line rental (Which I wish to keep with BT).

On looking at the bill it showed I was being charged for the Unlimited Anytime Call Package. I check back at previous online BT Bills to see that I have been paying for the call package all along.


I spoke to sky to confirm that my calls were going throught them and they agreeded my calls were going through them as they could see the calls I have been making. Sky said they had contacted BT at the time of the transfer to inform them the calls would be moving and for BT to cancel/move the call pacjage on the 28th June 2010.


So I now ring BT and got through to an indian person who could not understand what the problem was. She agreed that my calls had been transfered to SKY on the 28th June 2010 but stated that I still had to pay the Unlimited Anytime Calls package with BT and the only way to cancel the call package was to cancel my Line Rental with them. She refused to understand that simple context that one can have Line Rental with BT and calls with another company. She insisitd that one needs to have the Unlimited Anytime Calls package on my account even though I was not using it and my calls where going through SKY.

I have just tried to PM the BT Company Representative here on the forums as they were good to me when I tried to get off the 12 month rolling contract last November however they do not allow PM any more so does any here know how I can get to contact a person who will understand and also maybe understand english.

Thank you

Firstly the Indian call centre was wrong, you do not have to have the Anytime package. What you must have however is the Weekend package as that is the basic package available with line rental.
I think the problem is that you did not personally cancel your Anytime plan, leaving it up to Sky was a mistake. What Sky would have done is transfer your calls but not cancel the package, even if BT would let them.

Account69

notbritishgas wrote: »

Firstly the Indian call centre was wrong, you do not have to have the Anytime package. What you must have however is the Weekend package as that is the basic package available with line rental.
I think the problem is that you did not personally cancel your Anytime plan, leaving it up to Sky was a mistake. What Sky would have done is transfer your calls but not cancel the package, even if BT would let them.

Possibly,

However BT and the BT bill states Unlimited Anytime and now 2 BT indian call staff have confirmed that I can not JUST have line rental with BT I MUST also have the Unlimited Anytime package as well. I can not downgrade to a lesser package and have my calls else where.


I can downgrade my calls package only if I bring the calls BACK to BT from SKY.

There is no way to avoid it it she said. If you have a call package with another provider you MUST also have Unlimted Anytime on BT, if you are unhappy with that the only option is to cancel line rental completely.

If the BT Rep here on the forum can not reply in the next few hoursa to sort it out and confirm this outrageous policy then I shall move line rental to SKY as if I am going to be paying an extra £5 a month for the privilege of have BT line retal then over each year it will cost me £60 which will cover the reconnection charge if I ever decide to ring my line back to BT and to be honest the only time that might be is when BT ever get their act together and bring Fibre to my door.

BT_company_representative

Hi Account69

I have just seen your post and would like to look into this for. If you would like me to assist with this please check out my profile section were you will find my contact details, If you send your account number and a link to this post I will gladly look into this for you.

Regards David

Account69

To be honest I tried ringing again and this time I got a bit better advice (well at least the indian listened to me instead of reading off her little script card).

It appears that on the BT letter sent to me confirming that my calls were being transferred on 28th June and that there was nothing else I needed to do. Unknown to me, I know I should of read further down the letter but at the bottom it does state that

When you move your calls to your new phone company, have a think about which BT Calling Plan suits you best. You can find out which one you are on by checking a recent bill. Our Unlimited Weekend Plan is probably your best bet.

Your plan won't change change automatically when you move. Get in touch if you want to change plans.

Now this seems silly to me as if I wish to move my calls away from BT then why do I need to have a calling plan with BT, surly the act of moving my calls means I do not want to use your services.

Anyway, a few minutes ago I thought OK I go and change my plan and see if I can or not as the Indian call centre has said when I need the Unlimited Anytime plan.

I looged onto my BT account online and went to change your calling plans.

I had to confirm I was the account holder and also my phone number. Next page brings up the plans I can change to and they are all variations of the Unlimited Anytime Plan...

Unlimited Anytime Plan £4.99 a month
Unlimited Anytime Plan with Friends & Family International at £4.99 a month
Unlimited Anytime Plan with Friends & Family Mobile at £4.99 a month
Unlimited Anytime Plan 3 months free at £5.99 a month

Nowhere does it allow you to down grade your plan to what the original letter said was my best bet which was the Unlimited Weekend Plan.

So it does appear to be correct that I can not downgrade my account to the Weekend plan and I shall either continuine to play £5.99 a month to keep my line with BT or just go to SKY for the whole deal.

David, I see that I can not PM you directly so how can I make sure you deal with this when I just have to send to btcare@bt.com

Account69

I have also just read on my online bill that I am also being charged for BT Caller Display and BT 1571. The reason for being charge these extras is that I have not made any calls through BT, so there is another £3.59 a month I am paying ontop of the £5.99 a month Unlimited Anytime plan.

So that is £9.58 a month for the last 4 months.

Account69

Gone to SKY now with Line Rental as BT refuse to refund or even allow me to downgrade the call package (even though I am not going to use it)

SKY were very nice to me unlike BT!