BT broadband package - check yours

turog

Hi, just got off the phone with BT following a rant on my behalf! This week I found out i was on the broadband package infinity2 unlimited usage. When i signed up about 18 months ago, there was only one infinity unlimited package which cost me £26/month. Since then, BT have introduced Infinity2 at £26/month and infinity1 at £23/month. Both of these are unlimited with the difference being the max speed of down/upload. My beef with BT is that due to their infrastructure my line is only capable of 21mg download. Since infinity1 is up to a max of around 40mg and infinity2 is up to a max of around 80mg, I feel that when the packages changed I should have been put on Infinity1 as that was all the BT system was capable of on my line. Its only £3 a month, but I feel this is miss-selling. Their response was that I should have seen the adverts and should have contacted them to change my deal. had I changed then I guess the change would have tied me into another 12 months? As I've paid my line rental in advance, I would lose 3 months of phone rental if I changed supplier straight away, but think I will anyway. So if your with BT check that they are not charging you for a broadband deal that they can'y honour!! NB they wouldn't refund me any money, but they offered me 12mths at £19.65 for Infinity1 instead of £26. I told them to shove it. I'm thinking of changing to Sky 6mths free and £20/mth thereafter.

GlynD

turog wrote: »

Hi, just got off the phone with BT following a rant on my behalf! This week I found out i was on the broadband package infinity2 unlimited usage.

When i signed up about 18 months ago, there was only one infinity unlimited package which cost me £26/month. Since then, BT have introduced Infinity2 at £26/month and infinity1 at £23/month. Both of these are unlimited with the difference being the max speed of down/upload.

My beef with BT is that due to their infrastructure my line is only capable of 21mg download. Since infinity1 is up to a max of around 40mg and infinity2 is up to a max of around 80mg, I feel that when the packages changed I should have been put on Infinity1 as that was all the BT system was capable of on my line. Its only £3 a month, but I feel this is miss-selling.

Their response was that I should have seen the adverts and should have contacted them to change my deal. had I changed then I guess the change would have tied me into another 12 months? As I've paid my line rental in advance, I would lose 3 months of phone rental if I changed supplier straight away, but think I will anyway.

So if your with BT check that they are not charging you for a broadband deal that they can'y honour!! NB they wouldn't refund me any money, but they offered me 12mths at £19.65 for Infinity1 instead of £26. I told them to shove it. I'm thinking of changing to Sky 6mths free and £20/mth thereafter.

I've broken this up for you so that others can read it more easily.

turog

Cheers Glyn

brewerdave

This type of complaint comes up frequently with many services providers. The problem is that they are not forced by any leglislation,to move you on to a more suitable package -currently YOU are responsible for monitoring that you are on the best package -enormous fuss about Utility Cos. which is why Cameron is SUPPOSEDLY forcing a change!!

turog

BrewerDave. I know we have to look after our own deals and packages, but my point is that they instigated the change and then charged me for something that they couldn't possibly deliver due to the inadequacy of their system. To me that is sharp practice at best.

WTFH

What change have they made to the amount you are paying? £26 = £26.
They haven't charged you extra for anything, they've just kept you on the same rate.

turog

Is it OK to charge for something they can't deliver?

turog

The reason for my post is to point out that many people will be paying BT for something they can't possibly receive. It's not a case of chosing a better service which would be a real choice. BT know exactly what speed people can receive by area. A good provider would take the view that if a service is not possible they would charge for the service that is possible. So if you are on BT infinity check your download speed and if it is less than 40mg then make sure you are only paying for Infinity 1 at £23 and not infinity 2 at £26. Hopefully this advise will be a money saver for some.

nickcc

As I understand it you can only get infinity 2 if you have fibre optic to your residence. We have infinity 1 which is fibre optic to the BT cabinet some 300 metres from our house and overhead copper for the remainder, if I'm correct how can BT charge you for infinity 2 when you don't (or do you) have fibre to your home ? I would ask BT why they are charging you for a product/service that they are not providing.

littleboo

Both Infinity 1 and 2 are Fibre to the Cab, Infinity 1 is up to 40Mb, Infinity 2 is up to 80 Mb

littleboo

turog wrote: »

Is it OK to charge for something they can't deliver?

Well they are delivering it, it's an "up to" package, so you're getting the same service you had before at the same price you signed up to. But I take your point, there is now a cheaper service available and it would be nice to be told. You would expect that new customers would be offered the package(s) that best matched their obtainable speed.