BT charging 12 months for reinstating a line

BikerMatt

I need some advice on what I can do on this one. If anyone can help me I'd much appreciate it.

I moved into a property a couple of months ago. The previous tenants cancelled all their contracts (and rightly so). I decided I wanted to go with Tesco Broadband, phoned them up, and they told me I needed an existing land line to get the service, and I had to phone BT to set that up.

BT did so, said they had a line rental only deal. I thought, great, £14 to get the line installed, then start paying Tesco for the line/broadband. As soon as it was installed, I cancelled it, and ordered Tesco broadband.

Now, BT are telling me I owe them an entire year's worth of line rental at £50 on top of the first bill of £14.60. They're telling me I was tied into a 12 month contract simply to have my line reinstated so I could go to a competitor.

To me, this looks like a way of screwing over anyone who doesn't want to use BT. I searched their entire site for a reconnection service only, and there wasn't one.

Has anyone else had this problem? Can BT actually charge me a year's worth of line rental just because I needed the line installed to get Tesco Broadband? Am I obliged to pay?

Of course, I phoned them and their immediate response was that if I'm refusing to pay, it'll get passed to debt collection. I want to write a formal complaint, but I want to see if this is a regular occurrence.

I appreciate any and all advice!

spyhunter

Im afraid you might be stuck with this one. BT connected the line (and free of charge as you don't say there was a charge) Why did you ask BT to connect the line if you didn't want to be with BT? How did you order? If it was on BT.com then it would have told you on the website there was a minimum term of 12 months before you accepted the order. If it was over the phone then the advisor would/should also have told you that the line has a 12 month term. If it was over the phone and you dispute you were told there was a contract the calls are recorded so this can be checked. There is no reason why tesco could not have arranged the connection direct themselves without you going to BT retail first. Why would BT connect you free just so you could go to a competitor?

techspec

Some companies don't need BT anymore - but Tesco isn't one of them.

There is little difference in line rental - so why not just get the broadband elsewhere for a year?

macman

No one will install a line for £14! How do you think that begins to cover the cost of the work? The BT standard rate is £130 for install or reconnection, and it always involves a minimum 12m line rental.
You didn't have to go to BT to get the reconnection; most telcoms will arrange this for you-you chose to go to one who won't.

tichtich

BikerMatt wrote: »

BT did so, said they had a line rental only deal.

I think that's the key. You were agreeing to pay for line rental, not for getting the line reinstated.

As others have said, you didn't have to go to BT. Plenty of other companies will arrange the line reinstatement for you when you sign up with them for line rental (and some don't even require a year's contract).

Also note that several companies, including BT, now offer a significant reduction if you pay for a whole year's line rental in advance. Since you're committed for a year anyway you might as well do this if you have the cash in hand. (It would probably start after your first month, so you'd be committed up to the 13 month.) From a quick look at their web site, Tesco don't seem to offer this. So you might be better off with BT.

techspec wrote: »

There is little difference in line rental - so why not just get the broadband elsewhere for a year?

Note that BT only seems to offer inclusive calls at weekends (not weekday evenings) unless he pays extra for a call plan. His best bet would probably be to choose a supplier that bundles broadband with a call plan but not with line rental, like Plusnet or TalkTalk. (I'm with Plusnet.) Tesco looks like poor value if you're not taking their line rental.

iniltous

I don't see what BT have done wrong, if you wanted to use Tesco then you should have got them to install a line, or reactivate an existing line, if you signed with BT for a minimum term, and you want out early, then early termination charges are due,

BikerMatt

Many thanks for the feedback, I can see where I've gone wrong on this one now. In such a rush to just get the broadband in, I've missed a couple of key issues and you're right, I'll have to pay.

No one will install a line for £14! How do you think that begins to cover the cost of the work?

I didn't say I was paying for line installation. I was paying for line reconnection - which isn't £130 worth of work.

Ultimately it was a bad assumption that Tesco would sort the line for me, and it looks like I was misinformed that BT would simply switch the line back on. Live and learn!

Ben1030

Ive just moved into a house after living in an apartment with no land line connection and am unsure of the best course of action.

I only want broadband as i have free mins with my mobile. Ive found a £5 a month deal with O2 as ive been a customer for many years.

Now im just wondering whats the cheapest way to get the phone line connected and the line rental. Do i need to know the existing number or anything like that? Does it have to be BT if theres no active line now? what service do i need, is it just the flick of a switch somewhere?
Thanks

Ben

bebewoo

Phone up o2, they can connect the line for you, and only charge £46 not £130 like BT.

Ben1030

Sounds good, will do that

Thanks a lot

Would i have to have line rental with O2?

macman

Yes, no one will connect you up only to have you take your business elsewhere!