BT Infinity Broadband usage limit & refunds policy

mont2503

If anyone can advise me with this I would very much appreciate it!

I have had BT Infinity with a 40gb usage limit for about a year and over that period my usage had averaged 30gb (according to BT). I recently started using Netflix and had not thought about the impact it was going to have on my usage. I was notified halfway through the month that my usage was going to exceed my allowance and by the time I got round to checking it out I had already used over 100gb. Netflix was being used a lot for kids tv as well so I don’t doubt that this is accurate.

I phoned and upgraded to the unlimited package (and the TV package). I also asked about a refund of the charges incurred as I had simply made a mistake and had I realised the impact that Netflix was going to have I would have upgraded to unlimited a month earlier. I was reassured that although they could do nothing for me at the time if I phoned up after the bill had been charged to my account then a refund should be possible.

When the bill was charged the total usage had reached 145gb and the charges were £53. I phoned and after a lengthy conversation was given a refund of £15.90. Following that I have complained by email twice and have been told that there is absolutely nothing further that can be done.

I thought that although this was all a mistake on my part (I assume – and not a fault with their usage meter!) that they would have been understanding given that I was happy to upgrade my account at full price to avoid future charges. Considering I now pay BT 700/800 per year I would have liked the full £53 in charges to be refunded!

Has anyone had any experience of this £15.90 maximum refund and is there any point in me pursuing it further or would that be a waste of time?

Gordon_Hose

So you made a mistake by not keeping tabs on your usage, and you want BT to refund you for data that you used?

Sorry, but, are you for real? It's not BT's fault you didn't consider that using Netflix would undoubtedly increase your usage.

mont2503

Yes, I do definitely acknowledge that it was my mistake and I acknowledged that to BT as well. However my usage went up from 30gb to 145gb in one month - I just hadn’t realised Netflix would have such a huge impact.

I just think the charges for having gone over a download limit are a bit excessive (£53 in my case), considering that for a few £'s extra I now have unlimited usage.

Obviously if I had realised the huge increase Netflix would have on my usage I would have been happy to pay the extra for unlimited a month earlier.

Gordon_Hose

It's your responsibility to keep within your limit, otherwise you get charged. Those charges are clearly outlined on their website.

Netflix streams movies over the internet, why would you think it wouldn't drastically increase your usage??

mont2503

Gordon_Hose wrote: »

why would you think it wouldn't drastically increase your usage??

Because we always have used quite a lot of data - youtube, sky on demand, iplayer etc. I expected my usage might rise from around 30 to around 40gb. I am still surprised that it rose to 145gb. As soon as I realised (because I do tend to keep an eye on my online account) I upgraded straight away.

mije1983

I think the fact that you had a warning before you hit your 30GB cap, but didn't check it until it was over 100GB (which was when you upgraded) means they won't entertain the idea of refunding all the charges. Bear in mind they didn't have to refund ANY of the additional charges in the first place.

As you say you didn't know how much data Netflix would consume, as soon as you got the warning you should have been checking your account.

If you had been say 5/10GB over your cap, they probably would have refunded the entire extra charge, but to be over 100GB over your cap is a bit extreme.

mont2503

Yea, I guess it is just a case of life being too busy to be constantly on top of these things!

Definitely an expensive mistake I wont be making twice though!

Gordon_Hose

You won't now, because you have an unlimited package! lol

kwikbreaks

Those limited download accounts are a real cash cow for BT. Only slightly less expensive than unlimited and many get caught out for more than a year extra for unlimited would have cost.

mont2503

kwikbreaks wrote: »

Those limited download accounts are a real cash cow for BT. Only slightly less expensive than unlimited and many get caught out for more than a year extra for unlimited would have cost.

Definitely! Sickened!