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

sergeant_cookie

I had a final bill of £24.09 and was then refunded £57.12. So just waiting on a £33 cheque .

w81

I just wanted to report back that following an email to the CEO asking about the line retal save refund the next working day I was contacted from someone in Executive Complaints team via phone and then email who took over handling of my case.

It took a couple of weeks but it has now gone through, I have a final bill with a £13 credit for unused broadband and LRS refund for November, querying this with the case handler (Conchur), he has said that I am entitled to the full LRS nand will be issued with a credit on interim bill following the final bill. This guy was very helpful and friendly.

Along the way I had a bit of an issue whereby my cancellation was aborted because Virgin Media had requested a transfer of my number, but Conchur helped with this. I wish that I had not originally opted to keep my number because I think it slowed down things a bit and I wasn't that bothered about it.

Finally on asking him about return of equipment, his response was that I don't need to because I'm not 'held-to-term' against it. I won't sling it just yet in case something comes up, but at least I have that in email.

Thanks to others in this thread who have helped me get a refund on my LRS. I'm now loving Virgin Media broadband speeds!

steven_cardwell

Today i get a text message from BT, saying they are still waiting for return of equipment!

I sent the Vision+ box and router back on the 16th, filled the sender bit in on the back of the bag, even put a note inside with name, address and account details as well.

Phoned them when i got home, on the number that was in the text, yet again it is an overseas CS i get, don't know if it how i sounded on the phone, or the various notes on the account, but he never argued when i said that i had sent it all back and i had proof of postage, all i got was that he would "adjust" the account to state equipment sent back.

Also got a new bill thru' the post today, showing the £25.10 credit, shame though, having already told them before this bill was produced, that i had closed the direct debit (their 1st final bill was looking for £200+), that they couldn't have put the refund cheque in with the bill.

BT having spent a fortune on football, you would think they would be going flat out, not to want to upset customers, even ones leaving, as they would hope "we" might return in the future.

At the moment, i don't think that BT Sport is worth the £12/15 that is the price to non BT broadband customers, perhaps in the future with Champions League and other stuff they may well pick up, it will be better value for money, the one thing that would put me off though, is having to deal with BT Customer Services and their awful billing systems, i really do wonder if BT will ever recoup their money if they don't let the likes of Sky bill for BT Sport, rather than a Sky customer having to deal with a 3rd party and yet another bill.

Tharweb

Has everyone been told they have to return the HH/router (I didn't have BT Vision, only broadband) as it has never been mentioned? It isn't a problem, I still have it, in fact it's now providing my Plusnet fibre broadband but I just wondered if this was going to cause further billling issues.

sergeant_cookie

I didnt but then again I was with them for years

MASHER154

Have just noticed I have been charged for my weekend and evening plan which I have previously had for free. Rang BT yesterday and was told I had been notified about the price increases and the fact I would be charged for CD and 1571 from January whether I make 2 calls or not. I told her I had not received any notification, but she just said I had. It was not worth arguing with her and I have now decided to move my line rental to Eclipse where I have my calls and BB already despite the fact it is going to cost me slightly more. The customer service at Eclipse has been fantastic over the years with agents based in England that you can understand. The only reason I had never moved my line rental before, was that I didn't realise they did it. My year line rental saver is up on the 6th Feb and can't wait to move.

sergeant_cookie

I received a cheque from BT yesterday for just over £33. Happy days and good riddance

CynanX

Hi,

So I received the price increase via an email (I'm on paperless billing), told them the same day that I was going to cancel. I've now received a letter asking for £140+ early cancellatiion fees because i'm still in contract.

So I ring up the complains line and explain and they told me that the right to cancel is to do with the price increaes, that the cancellaition fee is about the current contract and it doesn't apply.

They wouldn't give me this in writing either, only a call reference.

Um, what?

Unless I'm missing something surely the guy I spoke to doesn't know what he's on about?


What are these CEO email addresses that everyone is talking about, and what did you say to them exactly?


Cheers!


--Cynan.

Quentin

Complain that you believe you were wrongly denied the right to cancel without penalty, and explain what you have told us.

[EMAIL="gavin.e.patterson@bt.com"]gavin.e.patterson@bt.com[/EMAIL]

CynanX

Quentin wrote: »

Complain that you believe you were wrongly denied the right to cancel without penalty, and explain what you have told us.

[EMAIL="gavin.e.patterson@bt.com"]gavin.e.patterson@bt.com[/EMAIL]

Thank you! Much appreciated..... and result! All sorted. Thanks again.