MSE News: How to beat BT's broadband, home phone and TV price hikes

geraint83

stroke wrote: »

I still haven't received an email or letter from BT confirming the price rises, although when I spoke to BT last week regarding the BT Sport price rise they confirmed it was coming.

Anyone else not got it ?

I'm still waiting for mine...

stroke

Should have clarified - I got the BT Sport price increase email back in June.

It's the September price increase to phone/bband that I haven't seen yet ...

harz99

harz99 wrote: »

Well I sent an email complaint to Libby Barr this morning, no response so far though, waiting impatiently.................

Still no response from Libby Barr at midday, so I forwarded my original email to [EMAIL="john.petter@bt.com"]john.petter@bt.com[/EMAIL] which has got a response from his office and a further response from what i guess is the executive complaints team who have promised to investigate and call me by Friday latest.


That is better! Now just a wait...............

harz99

Got a further call from an executive complaints team person in Belfast.


The £30 charge will be waived (not sure if that is their generosity or should never have been made in the first place), got offered a better deal to stay which would equate to the current offer for newbies, but still going to PlusNet as I've already signed up on their last offer.

Tyler_Du

Called BT and cancelled today, didn't offer me anything worth staying for. Thinking of moving to sky, free for the year, just pay line rental. Anyone know if I can get both the £100 quidco and the sky vouchers as well?

clothtabs

Harz99 wrote
"Thanks for the response, however in view of what you say above it would have been better not to have posted a link to a specific person, because as you say that person may not still be in the job or even work for BT some 9 months later."

I'm pleased that you are a happy bunny now. So its John Petter these days rather than Libby Barr. The point is its always more effective to email a senior executive than an anonymous customer service person -- don't you agree ?

AbleAssistant

I tried to cancel BT earlier this week due to the price increase. I was told I could but that I would NOT be refunded my line rental saver which I have paid until January 16! How can they do this when they are saying you can leave without penalty..it's disgraceful.
I am taking this further, so have emailed a complaint, if that doesn't work I will ask for a deadlock letter and take it to Ofcom (this is advice from Ofcom website) It's now become a matter of principle!

JJ_Egan

I believe Ofcom have already looked into this .
Advance and saver are the key words .

harz99

clothtabs wrote: »

Harz99 wrote
"Thanks for the response, however in view of what you say above it would have been better not to have posted a link to a specific person, because as you say that person may not still be in the job or even work for BT some 9 months later."

I'm pleased that you are a happy bunny now. So its John Petter these days rather than Libby Barr. The point is its always more effective to email a senior executive than an anonymous customer service person -- don't you agree ?

Not with your unqualified statement, no.


If you had said, something along the lines of "if after going through customer services you have not got a satisfactory outcome, it is best to contact a senior executive to escalate the problem" and then given possible links and an idea of when/if you have used them I would agree with you.


You need to go through the tiers, not straight to the top as your comment implies.


For your info Libby Barr is still in position but just didn't answer my email; BT customer service staff always give you at least their first name , the more senior ones normally their full name, and all calls to CS are recorded so not anonymous by any means.

harz99

AbleAssistant wrote: »

I tried to cancel BT earlier this week due to the price increase. I was told I could but that I would NOT be refunded my line rental saver which I have paid until January 16! How can they do this when they are saying you can leave without penalty..it's disgraceful.
I am taking this further, so have emailed a complaint, if that doesn't work I will ask for a deadlock letter and take it to Ofcom (this is advice from Ofcom website) It's now become a matter of principle!

Sorry, but in this case the T&Cs are quite clear, as below.


"Current Connection and Line Rental Offers/Deals

BT Line Rental

Connection charges may apply and there's a 12 month minimum term for new connections and home moves.
Standard Line Rental – There are 2 ways to pay:
Monthly or quarterly in advance – You pay £16.99 (£17.99 from 20th September 15) each month or £50.97 each quarter. Payment by Direct Debit only;
Line Rental Saver – You pay 12 monthly payments in advance by credit/debit card for a discounted price of £183.48 which is equivalent to £15.29 a month. You'll need to pay any additional call charges by monthly Direct Debit and you'll receive e-billing. You can change your mind about paying early and cancel Line Rental Saver within fourteen days of your order and you will get a full refund but you won't get a refund if you cancel after that. Exclusions and conditions apply."


It's like booking a saver hotel room in advance, if you cancel you don't get a refund, but you also don't get charged any cancellation charge.


By all means try and get that altered but I don't think they are going to budge, especially as they've already got your money.