BT Broadband - sneaky trick on upgrade to unlimited!!

Neillgb

Last month it was obvious that I needed to upgrade to unlimited broadband from basoc 10GB.

All went well, clicked a few buttons and broadband side of package was updated as it should have been.

However, upon receipt of by latest bill, I found that I had been charged for evening phone calls. Upon checking with BT customer services it seems that my phone call package changed on the same date as the above broadband change. It seems that I now only have free weekend calls as opposed to the original evening/weekend package pre broadband upgrade.

Still in the process of disputing this with BT but thought I ought to mention it as a lot of people choosing to upgrade their broadband with BT might be making evening calls mistakenly thinking they are free of charge.

tanith

Its the reason why I won't upgrade because I'll lose my Free Calls Anytime package... It was clear to me that if I upgraded I would be changing my package.

Neillgb

Well strange thing is that I still have free weekend calls. They want extra £2 for evening calls.

Yes I know I should have paid more attention but my logic was that I was upgrading my broadband, paying more, and that there was no reason to assume they would change phone call deal. Silly me.

earthstorm

Neillgb wrote: »

Well strange thing is that I still have free weekend calls. They want extra £2 for evening calls.

Yes I know I should have paid more attention but my logic was that I was upgrading my broadband, paying more, and that there was no reason to assume they would change phone call deal. Silly me.

if you were on a broadband/phone package then upgrading the BB would mean upgrading the whole package.

Neillgb

Well as I say my BB aspect has been upgraded but the calls aspect effectively downgraded

macman

No,your calls have been altered to the default call package associated with that bundle-which in this case is not an Anytime package. Anytime within that bundle will require an extra charge, but you should still be able to do this via your online account.

Bradfield

tanith wrote: »

Its the reason why I won't upgrade because I'll lose my Free Calls Anytime package... It was clear to me that if I upgraded I would be changing my package.

I upgraded from 10 GB to Unlimited Broadband and retained my Free Calls Anytime package.

I think it is better to call them rather than doing it online. Make it clear what you want and if the price is right go for it.

It will obviously cost more to have Unlimited but it is a great feeling not to have to worry about paying excess charges for Broadband or phone usage.

Neillgb

macman wrote: »

No,your calls have been altered to the default call package associated with that bundle-which in this case is not an Anytime package. Anytime within that bundle will require an extra charge, but you should still be able to do this via your online account.

Yes! '..EFFECTIVELY downgraded'

Point of my post is that their policy is underhand and that I could have unwittingly run up a large phone bill between BB upgrade and next billing point/receipt of bill.

I sought to warn people who may have been thinking of doing the BB upgrade.

Bradfield

Neillgb wrote: »

Yes! '..EFFECTIVELY downgraded'

Point of my post is that their policy is underhand and that I could have unwittingly run up a large phone bill between BB upgrade and next billing point/receipt of bill.

I sought to warn people who may have been thinking of doing the BB upgrade.

The 10 GB package on the BT website shows only "Weekend Calls" on offer, with the option of adding "Free Anytime Calls" at extra cost.

I am guessing that you (like myself) got a letter from BT offering a cut-price introductory deal, which included "Evening Calls" in addition to the Weekend Calls.

What seems to be happening is that BT are drawing in new customers with attractive deals based on the 10 GB package. Then, when customers realize that 10 GB is insufficient for their needs they feel obliged to "re-grade" and consequently lose any of the freebies that came with the introductory offer.

Is it "under-hand"? I would not go that far: but these introductory offers are certainly a trap for the unwary - we are being suckered, that is for sure.

In my case the introductory offer was very tempting and I realize, in retrospect, that I should have looked the "gift-horse" in the mouth.

I think the warning we should be giving people is never to go for the 10 GB package unless your internet usage is very modest. Look very carefully at introductory offers and understand that if you need to upgrade, regrade, change the package, what-ever, you will very likely need to re-negotiate the entire deal.

smartbear1

Neillgb wrote: »

Yes! '..EFFECTIVELY downgraded'

Point of my post is that their policy is underhand and that I could have unwittingly run up a large phone bill between BB upgrade and next billing point/receipt of bill.

I sought to warn people who may have been thinking of doing the BB upgrade.

Yes, I recently upgraded and took the Unlimited Broadband and lost the free evening calls as part of my old line rental deal. However, the way it was expressed to me (rightly or wrongly?) is that when my line rental was up for renewal anyway (in October) it would still cost me the new price of £141 and it would not include evening calls any more.

I paid the £2 extra for the evening calls. BT always gets my bill right so I'm happy enough. The unlimited broadband for the price was more important to me. Believe me the prices that Demon was charging me for 50gb allowance, this still works out an nearly a fiver a month cheaper for me!!!:o

I think you are right to warn people about the change as it could be a deal breaker for some.

jrawle

smartbear1 wrote: »

Yes, I recently upgraded and took the Unlimited Broadband and lost the free evening calls as part of my old line rental deal. However, the way it was expressed to me (rightly or wrongly?) is that when my line rental was up for renewal anyway (in October) it would still cost me the new price of £141 and it would not include evening calls any more.

I believe that is incorrect. The £141 is for Line Rental Saver, which pays for 12 months' line rental in advance. Whether you get evening or anytime calls included depends on your phone package, which is separate. Had you not switched broadband, I suspect nothing would have changed as your package would have stayed the same. If you weren't paying Line Rental Saver, you would pay line rental monthly or quarterly, which would never expire or need to be renewed, so there would be no occasion for your weekend calls package to expire either.