Is BT being fair?

Ms_Fluster

I have been a happy TalkTalk customer for a while (I know - some really do exist!). I only really use the broadband, so phone plus bb for £19.99 seemed a great deal. But I am moving house this weekend, and have had to get BT to reconnect an existing line. They infomed me that as I am no longer an existing customer my reconnection is for a minimum 12 months. This is a recent change from the previous 3 months (which I'd have happily paid for). The customers services rep I spoke to informed me that the reason for this change was that BT lost so many customers.

So, basically BT is forcing me to stay for 12 months - fair enough plenty of providers have min. contracts. But if you want a phone/broadband package (many of the best deals seem to be combined) you can't until the end of the BT contract. BT's broadband is not competitive. So now have to find an alternative broadband only provider which i will have to pay on top of the BT line rental. Does anyone else think this is a little unfair? Presumably when another provider takes over the line, they pay BT 'rent'. So why won't they let people choose who they want.

Thankfully TalkTalk are releasing me from their contract with no hesitation. Also I live in a non-cable area before anyone suggests Virgin media!

normanmark

You'd get a better response here:

http://forums.moneysavingexpert.com/forumdisplay.html?f=68

Madasafish_Customer_Care

Hi Ms_Fluster,

Presumably when another provider takes over the line, they pay BT 'rent'.

I hear what you're saying, but one of the things to keep in mind is that BT Retail operate separately from BT Wholesale. So BT Retail still have to pay BT Wholesale all the same fees that even smaller ISPs like us have to!

There are telephone providers who will ask for you to pay for the line installation up front and have no minimum contract.

I'm not quite sure how Talk Talk operate but as a company who also provide phone services, would they be able to provide the connection for you? If you were happy with their services it may be worth asking them if they can work something out for you.

Good luck with your house move!

Kind regards,
Samara

billsavings

From the BT site.

"From 1st May 2007, for customers ending their service early, we will replace the existing charges with a policy that requires customers who have ordered a line on or after 1st May to pay the outstanding line rental for the 12-month minimum term of their contract, up to a maximum of £70 (incl. VAT). Customers moving home and transferring BT service to their new address will be subject to a new minimum term from the date of start of service at the new address."

The reason that BT introduced this is believed to be due to Talk Talk not being interested in moving customers,telling them to go back to Bt and then cancel contract for £18 and even crediting their TT account with the £18.

Ms_Fluster

Many thanks for your replies. Looks like I am stuck with BT. Unfortunately TalkTalk will not pay the BT fee (i asked) but they will release me with no charge from their contract. It's a shame as I was happy with the service they offered.

Billsavings - TalkTalk gave me the impression that they wanted to keep my custom but were unable to make me stay because I would be penalised by BT if I did (ie. liable for 12month contract) and that they understood it wasn't fair.

So now looking for the cheapest 8Meg, uncapped standalone broadband (Eclipse is £14.99 and BT is £22.99 - which would you choose??). Maybe if BT offered a competitive service they wouldn't annoy so many of their customers.

Thanks again.

Drunkstar

Ms_Fluster wrote: »

Billsavings - TalkTalk gave me the impression that they wanted to keep my custom but were unable to make me stay because I would be penalised by BT if I did (ie. liable for 12month contract) and that they understood it wasn't fair.

lmfao! thats silly as hell! In what way 'isnt it fair'? You asked BT to spend money on reconnecting you and so they expect to now get that money back. You do realise that Talk Talk CAN reconnect you, they just wont due to the cost involved.

So its Talk talk that have screwed you over, not BT.