URGENT please help: Massive BT Infinity bill imminent

VicarInATutu

I signed up as a new customer for BT Infinity for their last Black Friday deal. I am absolutely certain that I signed up for the £15 "unlimited" package as I wanted an unlimited package, and in my right mind I wouldn't sign up to any particular service with a cap.

Well, I'm not sure what happened, but it turns out I wasn't signed up to "unlimited" but only 40GB. In blissfully ignorant naivety I have apparently clocked up over 700GB this month... which I only found out about after checking my emails and just received a warning.

The most horrific part:
EVERY GIGABYTE OVER THE CAP GETS CHARGED AT £1.50!!

There is obviously no way I would've downloaded so much (mostly from installing *all* my Steam games to a new PC and lots of HD catch-up/Netflix) if I knew I had signed up for a capped service. I have (arbitrary*) proof in that my TCB amount was £204.75 for the unlimited package, as opposed to getting something like £50 less if I went for the 40GB package. Just wish I screenshotted my BT order page at the time, but then I never thought I'd have a reason to have to.

*I would have to request a database search from TCB as to what their offers were at the time, and what my confirmed cashback was actually for.

I need to know what what my options are. Will be phoning BT tomorrow, before I do I wanted to pose this to you guys for ideas and information to have at hand to avoid paying this bill, I simply can't afford it. My monthly charge for broadband and calls is currently £10 (as per the Black Friday deal), but I should be paying £15. Is there perhaps anyway of backtracking the bills, paying the £5 excess, and continuing on the unlimited £15 plan?

mije1983

What does your confirmation email say?

When I signed up, I had 2 within minutes of each other. One titled 'Your BT.com order confirmation' and the other 'Thanks for your BT Order: here's the detail'. They both state which package(s) I have.

Will be worth you hunting for those before you call them.

Also, have you checked your bank account? How much are you paying a month?

Blackjack_Davy

Did you not get an email warning you were getting close to your limit? They're pretty good about that at least.

JJ_Egan

Massive suggests the OP has gone way over the limit .

The email re usage can be adjusted see members area .

macman

You can ask for a reduction in the lump sum, an extended repayment period, or both. Nothing to lose. But if you signed up for the wrong tariff, and failed to notice the rate per excess GB, then the charge is valid and any reduction will be a goodwill gesture.

VicarInATutu

My confirmation email says I have ordered "BT Infinity 1 Plus and TV".

But, I **know** I ordered Unlimited, and I'm waiting for TopCashBack to reply with confirmation on that (if they can).

According to the usage monitor, I would have gone over the 40GB as well in the first month, though in my account, if I go to "Usage & analysis", Broadband tab, to view my previous bill (3rd Dec - 2nd Jan) it says:
"There was no chargeable usage in that period."
...and I haven't been charged for over-use.

I am really confused at this point.

Do I have a leg to stand on if I ordered one thing, received something different, but didn't know about it until it was too late?

[Deleted User]

VicarInATutu wrote: »

Do I have a leg to stand on if I ordered one thing, received something different, but didn't know about it until it was too late?

Not if your E-Mail confirmation showed something different to what you apparently "ordered".
As macman points out, any reduction will be a goodwill gesture.

JJ_Egan

BT Infinity 1 Plus
40gb CAP .


https://www.productsandservices.bt.com/products/broadband-packages ON .

VicarInATutu

OK after a few calls to BT, I have it sorted (albeit through slightly gritted teeth).

Details:
I ordered "Unlimited 1" @ £15pm.
I received "Plus 1" (40GB) @ £10pm.
Current price of Unlimited 1 for new customers: £15pm.
Current price of Unlimited 1 upgrade for existing customers: £25pm.

I explained a few times that I *should* be paying £15, and receiving the package I ordered. No matter who I spoke to, no one was apologetic or able to acknowledge even the slightest possibility of a computer glitch. First and foremost, I had to nullify this crazy imminent bill. By "upgrading" to unlimited before the end of this billing month, I do not have to pay the over-usage charge. RESULT!!

Downside: I'm now paying £25 a month for the next year. £10 more than expected.

I'm inclined to believe this has all been a scam.
Note to everyone taking out new subscriptions: Screen record the order.

AJXX

I've had Infinity 2 for years and not once have I experienced any issues or problems.

The one thing I've never really understood is what the point in Infinity 1 (40GB limit) actually is? I mean it's sort of akin having a Ferrari but only been given a short road to drive it on.

macman

It's simply so that they can advertise a lower headline price for FTTC. Eventually everyone who falls for it has to upgrade to Unlimited. Classic bait and switch selling.