BT is ripping me off!

Shamanoid

Hello everyone,

I don't often post in this website, but a recent issue with BT made me so infuriated, I decided to seek help here.


Basically, I signed up for BT broadband way back in September and after a very hard time dealing with their customer service, I finally had my BT broadband installed and active in October.


Their deal included a 60GBP sainsbury's gift card, to be sent to me within 3 month. After waiting too long and not getting it, I decided to emailed BT, which was exactly two weeks from today. They replied the next day, saying that I qualify and that the gift card has been dispatched. Note that they didn't even dispatch it from when I applied first.


Anyways, I receive the gift card three days later, which was quite fast, only to have the broadband disconnect two days after! Keep in mind that no one touched the router in any way and that this is a flat with two computer science students.

I opened a fault report online and it detected that the problem is with the BT Exchange. It said it will be fixed within 3 days. It has been one week now and lo and behold, I just got a text message today from BT saying that they need to send a technician to the flat to check the problem. Looking online, I found out that one such visit costs upwards of 100GBP!


It is very obvious they are looking to make up for the gift card's money using such shady business practices. I came here seeking help with regards to my response to this scam. Is there a lawyer I can contact who would be willing to open a case? Is there a newspaper willing to publish an article on this incident? Please help me with any way possible.

Thank you!


TL;DR Claimed free 60GBP sainsbury voucher from BT as part of broadband deal, had internet disconnected and asked to book a technician visit that will cost around 100GBP!

Browntoa

have you checked the ADSL splitters and any extensions at your end ??

Shamanoid

Browntoa wrote: »

have you checked the ADSL splitters and any extensions at your end ??

Everything has been checked. We followed all the instructions they have provided and even did our own basic network diagnostic. 100% sure it is from BT's side.

bargainbetty

Does it say the visit WILL cost that, or MAY cost that? You often find that such organisations will put such limitations in place to avoid customers using them like IT support technicians. If the problem lies with BT and their network, you are very unlikely to be charged for a repair visit. If it turns out that your equipment is at fault, then it is fair for them to charge you for the time their staff have to spend checking your equipment.

Basically, calm down and see what happens. If you are computer science students then you should really know by now that to err is human. To totally screw things up, you need IT.

Best wishes

Cornucopia

On a normal domestic contract, there is no charge for fault call-outs.

If it's any consolation, all of the industry is beset by difficult to diagnose problems and poor management of service security.

Gordon_Hose

If it's not the wiring in your house you won't have to pay the charge.

duchy

Cornucopia wrote: »

On a normal domestic contract, there is no charge for fault call-outs.

If it's any consolation, all of the industry is beset by difficult to diagnose problems and poor management of service security.

Um ...only if the fault isn't internal wiring. BT read out the standard mandatory statement that says "if it is your fault we *can* charge you" Doesn't mean they will but if you haven't done so already I suggest you remove the master socket faceplate and connect the router via the test socket with a new filter before the engineer visit .

BT_company_representative

Hi Shamanoid,

I'm sorry that there is a fault with your broadband service and for the time it's taking to sort out. If you'd like, I'm happy to take a look over things from here. You'll find my contact details in my profile (clicking on my username).

All the best,

Robbie

wongataa

Shamanoid wrote: »

I opened a fault report online and it detected that the problem is with the BT Exchange. It said it will be fixed within 3 days. It has been one week now and lo and behold, I just got a text message today from BT saying that they need to send a technician to the flat to check the problem. Looking online, I found out that one such visit costs upwards of 100GBP!

If the fault is with the BT owned part of the line then you do not pay anything. They always say that you may have to pay if the fault is determined to be with your equipment with any sort of fault.

If the fault is there when your router is plugged in the test socket then the fault is on the BT side and you won't have to pay. This is why when you phone BT to report a fault they will guide you through using the test socket to see if the problem still exists.

littleboo

Shamanoid wrote: »

It is very obvious they are looking to make up for the gift card's money using such shady business practices. I came here seeking help with regards to my response to this scam. Is there a lawyer I can contact who would be willing to open a case? Is there a newspaper willing to publish an article on this incident? Please help me with any way possible.

As you say, its obvious that the outage is linked to the receipt of the voucher, so the best thing to do is return the voucher and then your broadband will work again.

Shamanoid

So after contacting the BT representative in this thread, I had a technician visit the flat the next day. He diagnosed the problem as having to do with two BT exchange boxes each receiving a connection from our broadband and hence the fault.

The problem has been solved and I wasn't charged anything.

Thank you to everyone who helped out with advice and suggestions!