BT not playing fair!

LittleMissInDebt

I wonder if anyone can advise. I took out a BT phone line and broadband contract in June. When I signed up I had no idea how much Bandwidth I used, so went for a cheap package because it clearly stated if it didn't suit I coulod upgrade.

After a month in which I more than tripled my bandwidth allowance and had an email to tell me this was happening, I called them to upgrade. Altogether I was on the phone for 25 minutes and passed round three different departments who all tried to upgrade me and then said they couldn't. In the end I was told the only way I could upgrade was to take out BT Vision and sign up for a further 24 months!!! I explained I don't really watch TV and BT vision is no good to me, and that I live in rented premises and won't be here another 24 months, oh and the small fact that when I signed up I was told I would be able to upgrade (and not told I would be held over a barrel!) but was told that was bad luck and the computer said (!!!!) BT vision and 24 months or nothing!

Since then I have been so careful with my Boradband use, and they say they send an email if you exceed your useage, no email this month so I thought I was fine. Then today I get my bill and find I've used 25gb and it's extortionate and although I can pay, money will be tight this month as a result. I'm so annoyed at them for not emailing, but even more annoyed that they will not upgrade my package despite stating they would - what can I do?

Any advice appreciated
LMID

Eydon

25GB in a month - what are you doing to use that much? You must be doing some serious gaming or video streaming to use that amount in a month (or someone else is using your bandwidth). Is there anything you can cut down on?

The only time I ever came close to using that amount of bandwidth was just after I signed up to an online backup service and I needed to back up all My Documents (over 40GB). Fortunately the backup was spread over two billing months so I was ok.

Back to your problem though, I'm amazed that BT can't/won't upgrade you to a higher bandwidth. I don't suppose you have anything in writing from when you originally signed up saying that you'd be able to upgrade do you?

So, which package did you originally sign up for and for how long?

EDIT - just another thought, I know with my provider (PlusNet) you can switch packages online. Have you tried doing that rather than going through the call centres?

Hintza

Eydon wrote: »

25GB in a month - what are you doing to use that much?

Unprotected wireless network?

Eydon

Hintza wrote: »

Unprotected wireless network?

That's what I was thinking especially when OP said they had been careful with their usage and still used 25GB.

OP - are you using a wired or wireless network, and if it's wireless you do have it secured don't you?

devildog

I too had similar issue to you. Started on the lower bandwidth but got the email re exceeded usage. However I didn't have any issues with upgrading, I emailed them (also with a complaint) re I had gone back to them because they told me no longer have call centres abroad-first time I called got on overseas call centre!! Got a response from a gentleman and now he gets all my requests/issues etc and deals with them It sounds like they are pulling a fast one trying to get you to purchase the BT Vision. Have you tried going onto your online BT account and doing a small upgrade that way?
I think that Hintza makes a very good point though-if that is the case, protect your network and you may not need to upgrade.

Idiophreak

Eydon wrote: »

Back to your problem though, I'm amazed that BT can't/won't upgrade you to a higher bandwidth. I don't suppose you have anything in writing from when you originally signed up saying that you'd be able to upgrade do you?

Sadly, this means jack to BT in any case. I provided them with screenshots, emails and even, on one occasion, talked a guy through the application to prove they were overcharging me. All you get is "computer says no" - even from the managers, customer services etc. They rely on the fact that if they're stupid enough for long enough you'll just give up and stop calling. Most incompetent bunch of cretins I've ever had the misfortune to deal with.

LittleMissInDebt

Thanks everyone, I will check out my wireless modem. Or turn off the wireless because it has never worked for me anyway! I will write to BT and complain, or see about leaving my contract early - it might actually work out cheaper - especially since my useage is about to get a lot higher as I am back at work and do a lot from home online.

When I move again there must be a way around having BT for the first year, they are so awful to deal with.

Idiophreak - sorry you are having the same problem, although it's nice to know I'm not alone!

minimad1970

I've just left BT, I was on the Option 1 10gb a month. In july I was on holiday for 2 weeks but somehow still managed to use 50gb in that month. My internet is secure and they couldn't provide a reason for using this much bandwidth. Luckily my contract was up in october and I moved to Sky. The trouble is they charge a lot of money to cancel early. Good luck.

nancyo

BT never play fair!

LittleMissInDebt

nancyo wrote: »

BT never play fair!

So true!

Have disconnected the wireless on my router, so maybe that will help - although honestly I can't see it.

minimad - that is ridiculous! Bet you're glad to be BT free!!!

StuieUK34

DO you have the terms and conditions where it says you will be charged £££ per gb over your limit ? (ironic how those terms arn't on the BT website for broadband)
As far as i were aware, if you go over your monthly GB allowance, your speed is capped at say 128k (also called Throttling) which makes watching donkey p0rn unwatchable (i.e, speed is mega mega slow). Never heard of extra charges ? (or does it say £1 per gb over on your 2nd warning letter ??)

You dont need Vision, and you can change packages (all there doing is changing the billing structure as NOThing else changes apart from a monthly limit). Hit and miss as to whether you speak to someone with brains (i spoke to the complaints dept to get things changed, not India )

If i were you, call and ask how much to cancel the contract your in. Weigh up the cost vs getting real broadband (those that do unlimited broadband which is probably around 50gb a month unlimited limit ) on a 12 month contract...
It took me 2 months of letters and phonecalls to get my partner away from BT (£60 a month for phone/BB/vision),