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

w81

I received the email I was waiting for yesterday 'Important information about your BT account'. Looked through the info in the email advising about increase to line rental, and followed link in the email to full details:

http://www.bt.com/static/wa/account/pricechanges/vision.html?s_cid=con_FURL_mychangingprices&s_cid=con_email_131025_1588_BBRET-Notification_prices2

And in here is a passage about their increases to broadband: "Broadband Pricing
Some of our broadband prices are also going up. To check the specific changes to your package go to our broadband price checker, where you will find details of new prices and any discounts you may have. You will need your account and telephone number."

The link to the broadband price checker takes you to a page where they ask you about your account number and telephone number (https://www.bt.com/static/wa/account/pricechanges/login/login.html).

Entering my details I learn that my product "BT Infinity and Evening and Weekend Calls" has a current price of £26.00 with new price of £27.67, but I have a discount applied so the site quotes the monthly total going from £22.65 to £24.11.

I would be interested in leaving BT if I could.

Ringing up today twice, I had two different responses, both not quite what you would expect from a reputable company.

Call 1 the lady said that broadband prices not going up but only thing she could think of was the Evening and Weekend calls part of my product. Speaking to a 'two' managers she reassured me that as on a discount would not be going up in January despite what this site was telling me, and made a note on my file and said that because not affected could not terminate contract without charges.

Call 2: Instantly guy questioned why I was entering my details into a site, and advised that BT would never do anything like that. I tried to explain as best I could that this was a BT website, with an email signed by Libby Barr (managing director of bt sales and service) but he was not at all trustful of what I was telling him this 'so-called site was telling me'. But he too said that they are not putting up broadband prices, as 'when you enter a contract that is the price you will pay', so what about the price increases then???

Anyway I wanted to confirm that if he is wrong and my prices are put up by the system I will have the opporunity to quit them in January (as someone else advised here about them giving wrong information during the 10 days grace), but on this point he could not confirm anything and only that they would talk about it in Jan.

My guessing is that that website is pretty deep rooted into their systems, and it is the same system that will set the price come Jan. Plus it knew exactly my correct discounts so definitely my details. I would be interested in calling them back in a week (prior to end of 10 day period) to find out if it's the same story. I find it hard to believe that they don't know the generic contents of emails that are going out to customers on such a massive scale. Maybe in a week of getting people call they will be a little better informed.

Failing that shall I wait for January, find that there is indeed a price increase, albeit small, and be able to come back to them and say 'a-hah!'?

sergeant_cookie

will.moindrot wrote: »

I received the email I was waiting for yesterday 'Important information about your BT account'. Looked through the info in the email advising about increase to line rental, and followed link in the email to full details:

http://www.bt.com/static/wa/account/pricechanges/vision.html?s_cid=con_FURL_mychangingprices&s_cid=con_email_131025_1588_BBRET-Notification_prices2

And in here is a passage about their increases to broadband: "Broadband Pricing
Some of our broadband prices are also going up. To check the specific changes to your package go to our broadband price checker, where you will find details of new prices and any discounts you may have. You will need your account and telephone number."

The link to the broadband price checker takes you to a page where they ask you about your account number and telephone number (https://www.bt.com/static/wa/account/pricechanges/login/login.html).

Entering my details I learn that my product "BT Infinity and Evening and Weekend Calls" has a current price of £26.00 with new price of £27.67, but I have a discount applied so the site quotes the monthly total going from £22.65 to £24.11.

I would be interested in leaving BT if I could.

Ringing up today twice, I had two different responses, both not quite what you would expect from a reputable company.

Call 1 the lady said that broadband prices not going up but only thing she could think of was the Evening and Weekend calls part of my product. Speaking to a 'two' managers she reassured me that as on a discount would not be going up in January despite what this site was telling me, and made a note on my file and said that because not affected could not terminate contract without charges.

Call 2: Instantly guy questioned why I was entering my details into a site, and advised that BT would never do anything like that. I tried to explain as best I could that this was a BT website, with an email signed by Libby Barr (managing director of bt sales and service) but he was not at all trustful of what I was telling him this 'so-called site was telling me'. But he too said that they are not putting up broadband prices, as 'when you enter a contract that is the price you will pay', so what about the price increases then???

Anyway I wanted to confirm that if he is wrong and my prices are put up by the system I will have the opporunity to quit them in January (as someone else advised here about them giving wrong information during the 10 days grace), but on this point he could not confirm anything and only that they would talk about it in Jan.

My guessing is that that website is pretty deep rooted into their systems, and it is the same system that will set the price come Jan. Plus it knew exactly my correct discounts so definitely my details. I would be interested in calling them back in a week (prior to end of 10 day period) to find out if it's the same story. I find it hard to believe that they don't know the generic contents of emails that are going out to customers on such a massive scale. Maybe in a week of getting people call they will be a little better informed.

Failing that shall I wait for January, find that there is indeed a price increase, albeit small, and be able to come back to them and say 'a-hah!'?

They tried the same with me on more than one occasion. Claiming my broadband wasnt going up. But luckily I had chatted online and the guy confirmed it was going up and also on the page that states the price increases. They will try and tsll you that your package isnt going up but it is. Stick at it and tell them to read their own terms and conditions. They should suddenly change their answer.

Heinz

SallyG wrote: »

Is there any reason at all for any residential customer to stay with BT?

At the moment, CPS and IA calls providers.

anna2007

will.moindrot wrote: »

Failing that shall I wait for January, find that there is indeed a price increase, albeit small, and be able to come back to them and say 'a-hah!'?

I'd suggest you put in your notice to cancel in writing within 10 days of receiving BT's email, that way you have a record that you gave notice. You can do this by completing the email contact form on the BT website, using online chat, or in writing (the t&c's state BT will accept your notice via any of these methods). If you don't get a satisfactory response back, try emailing BT's Chief Executive ([EMAIL="gavin.e.patterson@bt.com"]gavin.e.patterson@bt.com[/EMAIL]). I emailed him yesterday, as I received a generic response to the email I sent via the website, which made no mention of my cancellation request. I received a polite reply within a few hours, from the Executive Level Complaints team, confirming that someone from their team would be in touch by Wednesday, and will remain with me until the matter is resolved.

You can cancel on the basis of the increase in your broadband price (I'd go by the info on the BT website, rather than what a Customer Advisor tells you over the phone). Did your email from BT also mention changes to the contract terms? I'm cancelling my broadband on the basis of the increases to the early repayment charges (unlike you, when I entered my account number and phone number, it says the price for my broadband isn't changing), details here:

http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=26746&s_cid=con_FURL_termcharges

Jo4

I have read this entire thread and I was wondering if I am correct in thinking that if I want to keep caller display and not be in contract I have to pay £1.75 a month and then I can leave BT when I want? My broadband offer is up at the beginning of February 2014 so if I just pay the £1.75 in January 2014 does that mean that I can then look for a better broadband and telephone line deal in February 2014?

Quentin

Yes .

fox2319

Tharweb wrote: »

I too am leaving to go to Plusnet. I realise they are owned by BT, but I am getting the same service for £13 cheaper, no brainer!

Exactly my reasoning.

teddysmum

Jo4 wrote: »

I have read this entire thread and I was wondering if I am correct in thinking that if I want to keep caller display and not be in contract I have to pay £1.75 a month and then I can leave BT when I want? My broadband offer is up at the beginning of February 2014 so if I just pay the £1.75 in January 2014 does that mean that I can then look for a better broadband and telephone line deal in February 2014?

Should you wish to leave earlier, some providers will 'buy you out' by giving you a credit towards the cost of exit fees.

Neillgb

Having informed BT by phone within the 10 days stated in their price increase email that I wished to cancel I was told it was OK for me to leave and given a MAC code valid for a month.

Unfortunately I forgot to actually change provider within the 10 days. Is it still OK to leave without penalty? Thanks

sergeant_cookie

Yes that would be fine