BT Infinity warning plus check your broadband usage!

trak1077

Just a warning as I fell into this trap and would rather others didn’t….

When you set up BT broadband BT kindly give you a @BTinternet email account- guess this is all the set up info needed. Now this was years ago for me so I don’tremember this account neither do I use it

But it is BT's policy to send usage levels to this account and NOT the oneyou use for ‘normal’ online BT stuff. Soeven if you ‘do’ BT online unless you check your broadband usage regularly you won’tknow where you are

So I gaily went on using broadband with no checks. I was on option that permits 40gb of data useand unbeknown to me I was exceeding this by almost double some months(teenagers and new laptops / ipods etc – bless ‘em!) and BT added £5 to my billfor every 5gb I went over – not good

This only came to light when BT (thru a 3rd party it now appears)sold me BT infinity. Good product butnot the right one for me as they were just selling me faster broadband and nota higher usage package. This made methink so I started to look into usage.

Needless to say infinity was cancelled as I saw this similar to offeringsomeone credit cards when they were already up to their neck in debt. BT simply saw that my contract was up andthen just went and sold me something else – this assumes, as I did, that theywould check use and sell an appropriate package. It appears they don’t do this – they justsell something.

The emphasis is on the customer to check use; they sent a ‘courtesy’ emailto a non-existent email address and then just charge you. Plus I wouldchallenge anyone to look at my bill and find a line that says ‘additionalbroadband usage X x £5 =£xx’. So I didn’t look on line and manage my accountbetter so it’s my fault – which I could kick myself for

BT agreed to the miss selling of Infinity and refunded me £20 – the extrause bill came to £65 over last 3 months. They refused to give me more – I’m aware I had the option to take thisfurther but was defeated by faceless monster (e.g. BT in its silo approach tocustomers). They did not do anythingabout the excess use issue that I can see in reality – they have internalprocedures that as a customer you are expected to know about. Though the advisor did say this ‘trips up alot of people’ so I guess im not alone in this

I have reluctantly stayed with BT as need internet at home 24/7 withoutinterruption but I now have paid line rental up front (saving c£46) and paymonthly – this means I pay for only what I use not the same as setting up thenormal DD and 3 month billing. My onlineaccount said I was c£80 in debit when I was actually c£60 in credit – so muchfor BT online account services. Also I have gone to standard unlimitedbroadband for £13.25 a month. My DD was£43 a month before so it was worth a call to the retention team – sorry customeroptions team on 0800 800 330 option 1. I would urge anyone to do this even ifstill in contract

I took out a 12 month contract and was told once this has been in place for9 months I can call them back and renegotiate to a better deal. Broadband is the one thing I have left as I didn’twant any disruption to the service and believe me this is now on my list forfuture action

Sooler

In your BT online account change your username to the email address at which you want Broadband usage notices to be sent.

They then end the usage emails to the BT Internet address and the username email address.

mgdavid

trak1077 wrote: »

............. So I didn’t look on line and manage my account better so it’s my fault – which I could kick myself for....................

fixed that for you