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

daleski75

Just called BT for some clarification on whether I need to cancel all services within 10 days or just to give my intention to cancel as they know I am moving to VM.

They said because it's on their records that I am going to leave there is nothing more which can be done just got this feeling something is going to go wrong!

Mergic

I have written to the address given in the complaints procedure (the only appropriate address I can find) to confirm my notice of intention to leave in writing. I don't know it will do any good, but it's extra evidence to send to BT complaints and ombudsman if it comes to it.

Tharweb

daleski75 wrote: »

Getting them to admit it is the hardest part once you have done that it should be easier getting out of the contract with no penalties.

Well another chat session later and I am no nearer. I had to start from the beginning again, they deny the charges, I send them the jpeg, they go away and agree, but then say I have to call cancellations team. I explained that I had already tried this and they denied the increase, but I wanted it confirming in writing that I can cancel without charges.

I even asked if my contract end date could be removed (as in beano4444's case) bt the chat operator said as they were from the billing team, they couldn't do that.

I'm still waiting for my email/letter, once I get that, I'm going to have another go. My LRS covers to the end of November so I'm paid up until then anyway.

laffalot

Had no real issues in getting my package cancelled. Called 0800 345 7310 and after a 10 minute wait was through to a UK call centre.

Explained the situation re line rental, call package and broadband increasing and then had to read out the details of the email, specifically the clause stating cancellation without charge. No other questions after that.

They tried to offer me a change of package to tweak the costs but was no real saving compared to transferring business elsewhere.

They didn't seem very clued up on the process or what to do.

daleski75

Tharweb wrote: »

Well another chat session later and I am no nearer. I had to start from the beginning again, they deny the charges, I send them the jpeg, they go away and agree, but then say I have to call cancellations team. I explained that I had already tried this and they denied the increase, but I wanted it confirming in writing that I can cancel without charges.

I even asked if my contract end date could be removed (as in beano4444's case) bt the chat operator said as they were from the billing team, they couldn't do that.

I'm still waiting for my email/letter, once I get that, I'm going to have another go. My LRS covers to the end of November so I'm paid up until then anyway.

Wow it looks like BT really have no clue about any of this and I thought with that proof they could not refute it.

Keep on battling you will win in the end just got to speak to that one person who knows what is going on and then they cannot deny what is in writing on their systems.

It is beyond a joke that it looks like no one at BT has being trained on this issue and what message to give to customers.

macphee70

daleski75 wrote: »

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!!

Ive had the same battle numerous times now, infact when I proved it via the chat online, the analyst just terminated it.

Im on the unlimited broadband with evening and weekend calls package which is currently £21 but the website says its going up to 22.35 a 6.4 % rise as predicted. Ive spoken to numerous people and been told my broadband isnt going up, it usually ends in an argument when I say I dont have broadband, I have a broadband and calls package (as shown on my bill) and it is going up.

BT are trying to pull as fast one, trying to scare people into staying. Ive been told that all our calls are recorded stuff too, but I suspect if you tried to hold them to it they would loose the recording.

Ive already placed my order with Sky. BT have advised they will charge me £146 to leave as my broadband is in contract. They arent getting it, that or I'll pay it and then take them to the small claims court to get it back.

daleski75

macphee70 wrote: »

Ive had the same battle numerous times now, infact when I proved it via the chat online, the analyst just terminated it.

Im on the unlimited broadband with evening and weekend calls package which is currently £21 but the website says its going up to 22.35 a 6.4 % rise as predicted. Ive spoken to numerous people and been told my broadband isnt going up, it usually ends in an argument when I say I dont have broadband, I have a broadband and calls package (as shown on my bill) and it is going up.

BT are trying to pull as fast one, trying to scare people into staying. Ive been told that all our calls are recorded stuff too, but I suspect if you tried to hold them to it they would loose the recording.

Ive already placed my order with Sky. BT have advised they will charge me £146 to leave as my broadband is in contract. They arent getting it, that or I'll pay it and then take them to the small claims court to get it back.

Mine went down from £308 to £140 to £30 (cease charge) so keep on phoning and you will get through to someone who knows about the price increases and/or a manager who does.

Even the offers you get to stay are ridiculous, I was offered to pay £2.50 more each month on an 18 month contract to save £1.00 a month and the lady thought that was a good deal as I would keep 1571 and caller id!

With all these stories I am very tempted to end my contract now and be without phone and internet for a week or so just so I know my contract has ended.

Good luck with your battle and I hope you get there in the end.

burleigh

Hi,

I want to cancel by BT Broadband and phone due to the price rise in Jan. but havent received letter. Bt saying I have to wait for letter before I can cancel without penalty. I've rung for past 3 weeks and been told will receive any day now. Still no letter.

Do I have to wait for this before cancelling, even though I have been told over the phone that the price increase will effect me.

Had several different conflicting replies from BT cancellation team. Asked to speak to line manager, told busy will ring back. no response.

Spent hours getting nowhere.

Any help appreciated.:(

bryan.steiner

I have spent hours on the on-line chat service only to find the person had no idea what was going on. He could not answer my query as to whether renewing my line rental saver on 5 November and opting to continue with free caller display would result in a new contract from 4 January thereby throwing my line rental saver out of kilter with my upfront payment. Spoke with a UK call centre on 0800 800 150 who equally could not answer the question but tried to seek clarification from a manager. I quoted the line in the email saving that opting for free caller display would set up a new contract from January. In the end he said that both should run together but when I kept asking for confirmation by email he said that he would try to seek confirmation again. Came back saying that I was correct and I would be in contract until January 2015 but my line rental saver would expire in November 2014. He told me that I could pay full monthly line rental for November - January to bring both into line!!

This is how BT con customers into ever extended contracts. I am going to look at other line rental providers and move.

Anyone else found out anything different??

daleski75

burleigh wrote: »

Hi,

I want to cancel by BT Broadband and phone due to the price rise in Jan. but havent received letter. Bt saying I have to wait for letter before I can cancel without penalty. I've rung for past 3 weeks and been told will receive any day now. Still no letter.

Do I have to wait for this before cancelling, even though I have been told over the phone that the price increase will effect me.

Had several different conflicting replies from BT cancellation team. Asked to speak to line manager, told busy will ring back. no response.

Spent hours getting nowhere.

Any help appreciated.:(

I never got the letter/email yet but managed to put in my cancellation by simply stating I had received the email and from the looks of it they have no way of checking this as far as I can see as no one mentioned I hadn't received it.

Small white lie yes but the proof was in the price changes against my account which took me a long time and many phone calls to get them to recognise that.