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Please help - problems with BT over £400!!
suzanne87_2
Posts: 2 Newbie
in Phones & TV
Hi guys
This is the first time I've ever posted on MSE, but I really need some help with dealing with BT...
We moved in to a new property four months ago, and moved all our BT services to the new address. After a few weeks we noticed that the phone line wasn't working properly; calls wouldnt connect properly and eventually it went dead completely. We called BT who sent an engineer a week later, but he was unable to identify the problem, only that it was a fault 160m from the property and that it would need someone else to investigate. He also measured the Broadband speed and commented that it was extremely low.
We endured weeks of "it will be ready on this date" / "We will send someone out tomorrow" / "Someone is investigating this for you", all through us chasing BT. Not ONCE did they phone us to advise of what was going on.
Eventually, after speaking to some of the rudest customer service reps I have ever encountered, we decided to cancel the account altogether. I spoke to someone in the cancellations dept who advised that because the service had never been fully working, there would be no problem in cancelling and even said that they would not be able to add cancellation charges because of this. This was back in April.
To cut a really long story short, we ARE being charged canceallation charges, and have since been told that only the VISION charges will be waived.....!!
I am at the end of my tether, as every time I ring them I have to explain the whole story again. No notes seem to have been recorded on my file, no one calls me back when they say they will, and I have now got a bill on my desk for over £400.
I really need some advice on how to deal with BT and how to get this sorted. I'm happy to pay for the services that I used, I just disagree with paying the cancellation charges, and being charged for equipment that was sent back!!
I want them out of my life so I can stop worrying, and start enjoying my new home.
I look forward to hearing from anyone who can help,
Many thanks
Suz
This is the first time I've ever posted on MSE, but I really need some help with dealing with BT...
We moved in to a new property four months ago, and moved all our BT services to the new address. After a few weeks we noticed that the phone line wasn't working properly; calls wouldnt connect properly and eventually it went dead completely. We called BT who sent an engineer a week later, but he was unable to identify the problem, only that it was a fault 160m from the property and that it would need someone else to investigate. He also measured the Broadband speed and commented that it was extremely low.
We endured weeks of "it will be ready on this date" / "We will send someone out tomorrow" / "Someone is investigating this for you", all through us chasing BT. Not ONCE did they phone us to advise of what was going on.
Eventually, after speaking to some of the rudest customer service reps I have ever encountered, we decided to cancel the account altogether. I spoke to someone in the cancellations dept who advised that because the service had never been fully working, there would be no problem in cancelling and even said that they would not be able to add cancellation charges because of this. This was back in April.
To cut a really long story short, we ARE being charged canceallation charges, and have since been told that only the VISION charges will be waived.....!!
I am at the end of my tether, as every time I ring them I have to explain the whole story again. No notes seem to have been recorded on my file, no one calls me back when they say they will, and I have now got a bill on my desk for over £400.
I really need some advice on how to deal with BT and how to get this sorted. I'm happy to pay for the services that I used, I just disagree with paying the cancellation charges, and being charged for equipment that was sent back!!
I want them out of my life so I can stop worrying, and start enjoying my new home.
I look forward to hearing from anyone who can help,
Many thanks
Suz
0
Comments
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Suz, you could try an email to (ian.livingston@bt.com). Hopefully a suitable rep will get back you regarding your problem.0
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Hopefully you recorded the call where you were tols a line that was installed for several weeks would be cancelled at no cost to the subscriber?
I've never heard of this - yes, if you switched carriers you WILL Be hit with a termination charge, but better yet - any replacement service will probably suffer the same way (especially if it is 160m from your property). The way to go was to get them to fix it, and provide a rebate for every month the service was sub-standard.0 -
@sicker
Thank You so much for the contact information. We recieved a reply today, and it seems everything has now been sorted. I really appreciate you taking the time to reply and help me.
Thanks again,
Suz0 -
Suz, your most welcome :-(0
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