Free upgrade to BT Infinity

rubble2

Number I used was 0800 707 6307 - I got through on that ok

Wilma33

Hi

A few months ago I got the letter saying I had to upgrade to infinity (for free) so I did. Next week my 12 month contract ends and I have just phoned them and the cost of my broadband will go up from £10.65 to £19.65! After being passed around and lots of moaning I was told I can "go back to copper" (which I was told was impossible at the time of the upgrade) for £13.65.

Is £19.65 the best price I am likely to get out of BT for infinity? What's the point of this whole upgrade exercise if I can just go back to copper now??

dulcieb

Wilma33 wrote: »

Hi

A few months ago I got the letter saying I had to upgrade to infinity (for free) so I did. Next week my 12 month contract ends and I have just phoned them and the cost of my broadband will go up from £10.65 to £19.65! After being passed around and lots of moaning I was told I can "go back to copper" (which I was told was impossible at the time of the upgrade) for £13.65.

Is £19.65 the best price I am likely to get out of BT for infinity? What's the point of this whole upgrade exercise if I can just go back to copper now??

Hi Wilma

I've got Infinity for less than that, but as you might read elsewhere in the forums have had some appalling customer service issues. In short, my calls went through another provider and you lose that with Infinity, but they don't bother telling you that. Fortunately, that counts as mis-selling in law, so they'll have to take responsiibility for that. Unfortunately, it means going into the BT complaints system, where you'll probably get a lot of sympathy and promises but never any real action.

Oh and don't expect any advice -- I tried to link my TV to the infinity hub and was presented with a long list of network security types. I rang BT to ask which it would be and was told that I'd have to pay for the answer!

They need to get their act together.

VisionMan

dulcieb, BT Technical Support are only there to help you with BT eqpt. Not a third parties. I would ring the support line of the TV supplier to get help.

Wilma33

dulcieb, when I originally got this free "upgrade" to infinity they also brought my calls back to BT (from Primus) without warning and without my consent! I had forgotten about that. There is probably an MSE thread from the time. I'll try and find it. I gave up with my complaint in the end and took £50 compensation I think.

Edit: Here is the thread from the time:
https://forums.moneysavingexpert.com/discussion/4198077=
It wasn't when I went to Infinity though, it was just when I renewed my standard BB for another 12 months.

VisionMan

Wilma33 wrote: »

Hi

A few months ago I got the letter saying I had to upgrade to infinity (for free) so I did. Next week my 12 month contract ends and I have just phoned them and the cost of my broadband will go up from £10.65 to £19.65! After being passed around and lots of moaning I was told I can "go back to copper" (which I was told was impossible at the time of the upgrade) for £13.65.

Is £19.65 the best price I am likely to get out of BT for infinity? What's the point of this whole upgrade exercise if I can just go back to copper now??

They were hoping that you liked Infinity so much that you would pay the increased price. But it has to be remembered, this was not a forced upgrade, you chose it.

I'd threaten to cancel (through cancellations) and see if you get anything that way.

Wilma33

VisionMan wrote: »

But it has to be remembered, this was not a forced upgrade, you chose it.

That's not what I was told at the time! We were quite happy with the BB speed we had and had no interest in changing to infinity. But the letters (that just kept coming!) said we HAD to go onto infinity (and I was told on the phone that we could never go back to copper). I checked this because I didn't want to take time off work for the engineer to visit.

VisionMan

Could you please post the text of said letters? Because mine didn't say that.

Wilma33

The final letter I got included "You will be upgraded to BT Infinity" and "we are moving you to BT Infinity". Nowhere does it say I had any choice in the matter.

It looks like I wasn't the only one:
http://community.bt.com/t5/BT-Infinity/Infinity-coming-no-choice/td-p/762912

VisionMan

Then you were mugged into a free upgrade where you didn't have to do so. I'd complain to the ASA about it (advice given on the above thread too, btw).