BT Arrrrrrrggghhhhh

villabadger

Well, after talking to someone in customer support (somewhere in India - I presume) for 45 minutes I cannot get to speak to someone who can actually make a decision. Just had my bill today telling me that I have to pay £85 for broadband overusage because I'm not on the 'unlimited' option, and already another £60 for the next bill! There was an issue with me not using the latest email account which is why I was never notified of the usage, still using the one I had from over 10 years ago.

Anyway, they are very keen to get me to sign up to an unlimited contract but can't reduce the extortionate charges to a reasonable figure. Apparently, I now have to wait for them to call me back within the next 10 days!

So, is there anyone in BT who is capable of dealing with this in a timely manner i.e. within a couple of days?

As an aside, I'm considering trying sky for £3.75 (for 9 months) instead of the £26 that BT want for 'unlimited'. Has anyone got this? Is it any good?

Thanks

BT_company_representative

Hi villabadger

In have just seen your post and would like to look into this for you to see what I can do to get your issue sorted out, if you would like me o help just check out my profile section were you will find my contact details.

Regards David

HappyMJ

villabadger wrote: »

Well, after talking to someone in customer support (somewhere in India - I presume) for 45 minutes I cannot get to speak to someone who can actually make a decision. Just had my bill today telling me that I have to pay £85 for broadband overusage because I'm not on the 'unlimited' option, and already another £60 for the next bill! There was an issue with me not using the latest email account which is why I was never notified of the usage, still using the one I had from over 10 years ago.

Anyway, they are very keen to get me to sign up to an unlimited contract but can't reduce the extortionate charges to a reasonable figure. Apparently, I now have to wait for them to call me back within the next 10 days!

So, is there anyone in BT who is capable of dealing with this in a timely manner i.e. within a couple of days?

As an aside, I'm considering trying sky for £3.75 (for 9 months) instead of the £26 that BT want for 'unlimited'. Has anyone got this? Is it any good?

Thanks

Tesco is cheaper at £2.50 a month for the next 12 months and that is quite good. Basic but good. Unlimited broadband and wireless router provided.

villabadger

BT_company_representative wrote: »

Hi villabadger

In have just seen your post and would like to look into this for you to see what I can do to get your issue sorted out, if you would like me o help just check out my profile section were you will find my contact details.

Regards David

Hi David,

Yes, your help would be really appreciated. I did use the contact link about 3 hours ago so hopefully you have already received this.

Thanks

villabadger

Thanks HappyMJ for your contribution - I'll take a look at that.

Cheers

macman

The charges are not 'extortionate' if they're in the T&C's you agreed..
If you've gone over by x MB's and they've charged you for x excess MB's, then they won't reduce the charges.
If you've not used that much excess and have the evidence from your own metering,, then dispute that with them-a different argument.

villabadger

My overusage wasn't in question, just the charges applied as a consequence without me being aware of the situation.

Anyway, I am very pleased to have had my query dealt with today by David at BT. He has resolved the issue, waived the excess charges and I have happliy agreed to remain a BT customer - fantastic customer service! Being sent round the houses to India in the first instance isn't a good experience but to actually get to talk to someone who wants to help is a relief and very refreshing.

My advice to anyone with BT issues is to use the contact form on the profile of BT company representative. India wanted 10 days to get authority, David did everything within 4 hours of sending off the form - brilliant!

victor2

Nice to see something sorted out by BT to the customer's satisfaction.
Maybe sensible customer service does exist after all!

macman

I stand corrected-a good result.

pingu

Sorry to hijack having real problems with Tesco broadband
Mj do you use Tesco and how is it been with them since12/03/12 only run fine for four days done everything even changed router but connection keeps dropping and very slow there were no issues with o2 who I was with before
I am thinking about taking new bt offer

deanos

HappyMJ wrote: »

Tesco is cheaper at £2.50 a month for the next 12 months and that is quite good. Basic but good. Unlimited broadband and wireless router provided.

Tesco is not unlimited there is throttling , Sky is truly unlimited IIRC