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

Quentin

hondamad21 wrote: »

...
Quentin: I am trying to cancel without having to pay the cancellation fees, that is why I am asking for advise.

I was replying to your post 274.

Maybe you made a mistake or typo in it??

steven_cardwell

Tharweb wrote: »

I got that same text today via their SMS service to my landline.

I'm hoping after the phone call and what they said was all the various notes on my account that the CEO Office had placed, when my move date of the 11th comes, my final bill reflects all this and all i will have is usage on it.

pmcguigan

Mergic wrote: »

It's just another example of lack of training or deliberate confusion tactics on BTs part. As you can see above a few of us (and almost certainly plenty more) have advised BT of our intention to cancel, been told we won't incur any penalties or charges and been issued with a MAC to transfer to another provider. But we won't know if we will have further problems until we get our final bill. The T&Cs say you can leave, giving 30 days notice to cancel or 14 days for an arranged transfer.

I have spend hours on the phone to BT trying to cancel mid contract. One guy said that I have to migrate to not get any charges and the 2nd person said that I have to terminate to not get any charges. If I terminate, I lose my telephone number and service while SKY setup their package. I asked for a copy of these T&C's but she could not provide them - just what she has picked up from the website. So I cannot leave and go to SKY (have SKY TV already) until May. THe email and price update webpages are so vague in defining leaving mid contract that it is up to the advisors to spin a story to get customers to stay. Roll on May!

Mergic

HERE are BT's T&Cs - Paragraph's 54 and 21 are particularly relevant and make reference to Paragraphs 51-53 as well.

Quentin

This is just another first line tactic to get the timid to cave in at the first hurdle.

Read the thread to see the people who have successfully used this increase to get away without penalty.

None without being assertive.

steven_cardwell

This whole BT thing is just becoming one big farce, they simple don't have a clue.

So many people in this thread are getting different answers of them, it is just incredible how a company as big as BT can be so useless.

After phoning the number that i got in a text from BT about leaving and if i had any questions etc, they said all the notes were on my account and virtually repeated word by word what the CEO Office said concerning no penalties, or cancellation fees and how to return router and Vision+ box.

Today, i get a letter that is probably a big standard one, with a "as you are leaving still in contract" and a fee of £241.39, with a different number to phone (0800 587 7216), this time i'm told, notes on the account and all the same stuff about all charges to be dropped, but this lot on this number on the letter say, i get a bill then i have to phone up and get the charges taken off explaining to billing about the notes on my account.

I seriously think they are making it up as they go along, i know these letters are probably fairly automatically sent out, but if they can personalise them with a leaving figure, then why can't they get the old finger out and do it properly with a no charge instead of this £241 figure, surely it can't be that hard to send out the leaving letters with proper information on it, or is it another tactic to try and scare customers.

With the way BT have been carrying on, what with constantly moving goal posts, taking monthly whole bills a week early without notification, starting to charge for caller display without signing up for another 12 months, then the carry on with confusing customers about the various price rises coming and what their actual rights to cancel are, can you really blame customers for wanting out.

When i phoned yesterday i got 10 minutes of what a great deal i had with BT at £16 for calls & broadband, as i'm looking at MY Sky showing i'm going to pay half that like for like when i move over, then when i tell them the Vision+ box is awful and i can make the tea whilst waiting for iPlayer to load, i'm told it must be my broadband as it isnt fibre (funny how the xbox iPlayer loads instantly!)

Today on this other number i'm basically get "you are on line rental saver, how can you complain about line rental increase" i say "cause it runs out at end of year before price goes up and my contract has 6 months to run so it does effect me if i wasn't going to pay for 12 months in advance to leave half way thru it and get no refund", sort of shut the BT woman up, some of them are down right cheeky on the phone.

Seems alright for BT to take money of me and not refund such as the line rental saver, but they seem to be making it as difficult as possible for customers to leave them without owing something, even if their T&C's say something completely different, i'm beginning to wonder if there is a spinning board with half a dozen or so answers on it and when a customer phones up about leaving due to price rises, they just spin the board and that is the answer that they give out!

Got to the point now, that i just want to the 11th to arrive and to get shot of them.

Beancounter

I have been in communication with the Exec complaints office, seems I can leave due to the caller display and 1571 charges. My only gray area seemed to be the Line Rental Saver situation but I have it in writing that this WILL be refunded to me pro rata when I leave.

Mergic

Beancounter wrote: »

I have been in communication with the Exec complaints office,... but I have it in writing...

You actually have something confirmed in WRITING. Now that is impressive!! :T

Beancounter

Mergic wrote: »

You actually have something confirmed in WRITING. Now that is impressive!! :T

Indeed I do

Totally unprompted too! I just need to persuade the people on the phone that this is the case and I won't need to pay anything, that may be a harder task!

sergeant_cookie

I received a letter from bt today saying they were sorry that I am leaving. A few paragraphs in it said I would owe approx £52. So I was straight on the phobe and yet again I was given the same crap that I am leaving early and owe early fees. So I said about the terms and conditions and basically repeated everything I have said in previous conversations. Anway cut a long story short, when I receive my final bill I need to call up and on my notes on the account it says I owe nothing atall. Thank goodness they can review the transcripts from online chat.