BT rep, please give information.

AlistairS

I have gone through TopCashBack & signed up to PlusNet Fibre unlimited with anytime calls & line rental up front. I will phone BT again tomorrow & no doubt go through the same conversations again. However, I will tell them not to put a cease on the line. Thanks for your help socwils23

socmwils23

none of us are going to know if its the right way until the move completes. Im braced for it messing up and being hit with charges despite what i have been told. My move date is october 22nd apparently so not got too long a wait to find out.

AlistairS

socmwils23 wrote: »

none of us are going to know if its the right way until the move completes. Im braced for it messing up and being hit with charges despite what i have been told. My move date is october 22nd apparently so not got too long a wait to find out.

Plusnet were giving me an option to get the broadband over with 7 days. Landline was going to be 2-3 weeks. So do we send the homehubs back to BT? Does this require an engineer visit to the property or can we put the new providers settings into the openreach modems ourselves?

Answered my own question: FTTC to FTTC migrations don't need an engineer visit. I have ordered a decent asus router so will put the PN settings in that when it arrives

macphee70

BT_company_representative wrote: »

Hi guys,

We have asked for information on this for you and LRS is a non-refundable product as you state, so we are very sorry but you would not get a refund pro rata if you chose to cancel your contract. Our price change does not affect your agreement with LRS as it is already pre-paid, LRS is not going up in price in January. Regarding the Infinity question, as this is dependent on your line rental you will be able to leave this without penalty.

All the best,

Robbie

Isnt it true that ofcom say you need to refund back remaining credit? Surely if you cancel the service the remaining months LRS become classed as unused credit, in which case your entitled to get it back according to ofcom.

macphee70

Just moved my service from BT to sky because of the hike, infomred them twice now about my intent to move within the 10 day period.

Got a letter today saying that if I leave I will have to pay £143.89 for the remaining months.

Phoned BT, for the second time and had to argue with them that the price is going up according to their website www.bt.com/pricechanges. They and their boss is adamint that its not, I suspect they know it is and are trying to keep customers that or BT have had yet again another serious internal communication breakdown.

Been told that its not and that I will have to pay the £143.89. So Ive attached a screen shot of my broadband and evening calls package that is not going up in price.

https://docs.google.com/file/d/0B5aJVO9_OsS3eGNHcXFSdC13a2s/edit?usp=sharing

socmwils23

i had a similar letter but when i rang up was told it was just a generic letter that is automatically produced on cancellation. I was again told i could leave penalty free.

It is amazing me though how so many people in the same situation can be told different things.

Quentin

BT_company_representative wrote: »

Hi guys,

We have asked for information on this for you and LRS is a non-refundable product as you state, so we are very sorry but you would not get a refund pro rata if you chose to cancel your contract. Our price change does not affect your agreement with LRS as it is already pre-paid, LRS is not going up in price in January. Regarding the Infinity question, as this is dependent on your line rental you will be able to leave this without penalty.

All the best,

Robbie

It now appears this is incorrect information, and badly misleads.

See #339:

https://forums.moneysavingexpert.com/discussion/comment/63688404#Comment_63688404

Anyone put off leaving due to the increases due to this misinformation from Robbie the "offical" BT Rep should get back on to them, as they definitely will refund and line rental paid in advance if you want to leave now as a result of the proposed price increases.

(Contact the CEO's office if you have any problems)