How do you get to speak to a human at BT

Azari

I signed up for the 12 months advanced line rental on Wednesday but today I have received a bill that says they are going to continue taking £15 a month by DD. (I don't make any charged calls via BT.)

I tried to call the contact number given but I cannot get to an option to speak to a person (and, unsurprisingly, none of the automated options is 'We've completely cocked up your bill').

Anyone know how to get through to a human?

(Or, alternatively, is this a known glitch that will sort itself out in a day or two?)

poppasmurf_bewdley

The BT computer usually sorts itself out eventually.

I had a similar thing to yourself, which resulted in an overpayment being taken, followed by one bill for £0 and the next for £3.

The problem with BT is not getting someone to talk to, it's getting someone to talk to in the UK, rather than in India.

macman

You still need to leave the DD in place to cover any calls or other services that you might make/take.
If you switch to Whole Bill DD then they will simply take a monthly payment for any other charges during that period, rather than a fixed amount towards your bill as at present. You will then never be in credit or debit.

Azari

macman wrote: »

You still need to leave the DD in place to cover any calls or other services that you might make/take.

That was clear when I changed to line rental in advance.

If you switch to Whole Bill DD then they will simply take a monthly payment for any other charges during that period, rather than a fixed amount towards your bill as at present.

Again, that was clear when I made the change.

The problem is that they are currently saying (and, remember, this is a bill specifically produced because I had switched to line rental in advance) that they will continue to take £15 a month and this is most emphatically NOT what they said earlier (and makes no sense at all).

BT_company_representative

Hi Azari,

I can check this for you if you wish. Drop me an email with your details. You???ll find the contact details in my profile.

Cheers

David

macman

Azari wrote: »

That was clear when I changed to line rental in advance.



Again, that was clear when I made the change.

The problem is that they are currently saying (and, remember, this is a bill specifically produced because I had switched to line rental in advance) that they will continue to take £15 a month and this is most emphatically NOT what they said earlier (and makes no sense at all).

So are you saying that you requested a switch to whole bill DD? Because that is not a requirement that comes automatically with advance line rental.
If you requested both, I would give it a few days to go through the billing system. Your bill received today would have been generated, or at least closed off, before the ALR or switch to WBDD kicked in from Wednesday.

Azari

macman wrote: »

So are you saying that you requested a switch to whole bill DD? Because that is not a requirement that comes automatically with advance line rental.

I didn't specifically request it. I noticed it said that would happen (I assumed that was because I don't make any charged calls so it would be pointless paying a monthly amount but they still need a way to collect payment for any charged calls I might make in the future) but as I don't make any charged calls via BT it was irrelevant.

If you requested both, I would give it a few days to go through the billing system. Your bill received today would have been generated, or at least closed off, before the ALR or switch to WBDD kicked in from Wednesday.

Hmmm.

The bill certainly included the £129 payment.

It seems a bit whacky sending out a bill that they know would be wildly inaccurate (as it was triggered by my change to advance payment).

I'll give it a couple of working days and if it hasn't sorted itself out I'll take the BT representative up on his or her offer.

flossy_splodge

BT_company_representative wrote: »

Hi Azari,

I can check this for you if you wish. Drop me an email with your details. You???ll find the contact details in my profile.

Cheers

David

Sorry to hop on the back of someone elses posting but I cannot see in your 'profile' where you would want an email directed to.
The reason I want it is I am currently absolutely steaming angry. Have received an email today asking me to pay my bill. I SET UP A DD WITH YOU IN MARCH THIS YEAR!!!:mad:
Try getting your own house in order before sending threatening emails.:mad:
I have tried to resolve this via my phone but just kept getting routed to India and one person after another with an inadequate command of the English language.:mad:
I am so furious with BT's lousy service I can't tell you.:eek::mad:
What do I do next to sort this asap???

BT_company_representative

Hi flossy_splodge

If you click on my name a drop down will allow you to view my public profile.

In here you will see a contact us address you can use to send us an email.

We can then investigate what is happening for you.

Thanks

Stuart

flossy_splodge

BT_company_representative wrote: »

Hi flossy_splodge

If you click on my name a drop down will allow you to view my public profile.

In here you will see a contact us address you can use to send us an email.

We can then investigate what is happening for you.

Thanks

Stuart

I've done this but no response from anyone?
Sort of all I expect these days from BT.:mad:

flossy_splodge

flossy_splodge wrote: »

I've done this but no response from anyone?
Sort of all I expect these days from BT.:mad:

Just for fun :eek: I've done as instructed AGAIN!
I have an enquiry reference number which I will try to PM to you.:mad: