MSE News: BT reveals price rises - but you can escape the hikes

danmanchester

daleski75 wrote: »

What did you say to get them to cancel your contract and also what contract did you still have with them and when did it run out?

Sorry for the questions BT are contesting the infinity increase and stating I will not be affected so are unwilling to let me out of my contract without charges.

Well, I thought my contract was due to be fulfilled (18 months phone line & Infinity 2) by November this year, but they did try and say that I'd extended my contract until June 2014 by taking up their "free" BT Sports thing.

Anyway, they did actually try and say Infinity was not increasing, but I pointed out that the link in their email.. (the one I hadn't received as yet (!) I was using the links from a couple of pages ago in this thread - Price increases & this link )..showed differently. They went away, presumably double checking, came back to me and apologised...said something about not realising that Infinity was also increasing...and processed my cancellation then and there. They wouldn't give me a MAC though without charging me some sort of cancellation fee, so I left without a MAC. Plusnet told me that BT were wrong in telling me that, but it didn't seem to matter, just that there might be some break in service before Plusnet takes over.

Mergic

socmwils23 wrote: »

Daleski - i have line rental saver expiring in january, infinity option 2 and bt vision contract till july 2014. Im being allowed to leave penalty free so id say keep fighting.

I used the broadband price checker as my way of proving a rise.

Have you got anything in writing to confirm you can leave penalty free? The person I spoke to said I could leave penalty free and their won't be a problem, but she didn't even seem to check my account details before agreeing to this. She said she can't email me any confirmation but will add notes to my account and has given me a MAC. The t&c's are contradictory - in paragraph 54 the say you need to give WRITTEN notice as set out in paragraph 21, but paragraph 21 says you should use the contact methods given on your bill which is phone. I just hope it all works out okay

daleski75

socmwils23 wrote: »

Daleski - i have line rental saver expiring in january, infinity option 2 and bt vision contract till july 2014. Im being allowed to leave penalty free so id say keep fighting.

I used the broadband price checker as my way of proving a rise.

I tried to use that even gave them the url and they point blank refused to believe what it said.

Quentin

Speak to someone else.

They will readily confess having no training on this issue. If you get nowhere try and speak to a manager (or try again)

daleski75

Quentin wrote: »

Speak to someone else.

They will readily confess having no training on this issue. If you get nowhere try and speak to a manager (or try again)

Will do so going to call them again this morning as I refuse to accept that BT customer services can simply ignore a price increase which is in black and white right in front of them under my account and to state I can cancel my telephone line but I am liable for everything else is going against the T&C's outlined in the contract where it states if the price increase is to your detriment and you can leave penalty free and £308 is not penalty free!

I guess it's just getting to speak to the right person at the right time and if I have no luck I will just keep on asking to speak to a manager until they accept what is in front of them.

This whole process should be so easy.

1. You ring up BT mentioning the email and they check your records and say yes sir it is increasing by £1.67
2. Can I please terminate my agreement as per the email stated this is to my detriment penalty free?
3. Yes let me process that for you now.

It should not be this difficult and why oh why are the BT customer services reps blatantly ignoring what is on my account is beyond me.

daleski75

Phoned up again and the battle is going on BT CS are still stating they know nothing about the price increase of infinity so therefore won't do anything and I asked to speak to a manager and they put me through to India who said I would like to have a better deal!!

socmwils23

try and get hold of the customer options team in either doncaster or newcastle as they seem to let people go.

daleski75

socmwils23 wrote: »

try and get hold of the customer options team in either doncaster or newcastle as they seem to let people go.

Do you happen to know the number?


I dialled 0800 587 7216 and I am on the phone now and they are still saying I am not affected by the increase so trying to get them to see what I see on the pricechanges url which is proving rather difficult.


*EDIT*


Right they finally admitted I am on the old package and that is why the price increases did not show so I can leave the contract however!!


They said I am liable for a cease charge of £30 because I want to go to VM and I am also liable for BT Vision charges as this is not affected by the price increase so a total sum of £140 to leave BT.


Penalty free yeah right!

socmwils23

i would argue the bt vision as you cannot keep it without bt broadband. I was told that it all falls under the same thing so they let me out penalty free.

the number i used was the i want to cancel option and i end up at customer options every time. the number is 0800 345 7310

daleski75

socmwils23 wrote: »

i would argue the bt vision as you cannot keep it without bt broadband. I was told that it all falls under the same thing so they let me out penalty free.

the number i used was the i want to cancel option and i end up at customer options every time. the number is 0800 345 7310

Will give that number a try and got the cancellation fee's down from £308 to £140 so hopefully can get it down to zero but I am liable for the cease charge which is £30 but I am happy paying that.