MSE News: BT to hike broadband and call prices and charge TV customers for BT Sport

Supatramp

On receiving my e-mail re the price increase, I got on the phone but the only thing they could offer(a girl in Dundee) was £47, from my present £51.

So I phoned Plusnet and accepted their offer of £33 per month.

I then get an e-mail from BT telling me that I would be charged £65 and £125. I phoned BT on the number on the e-mail, and without any arguement or discussion, was offered £32.98 from April. That's for what I was on at £51, then reduced to £47; unlimited Infinity 1 + rental + unlimited anytime calls + the caller calling thingy. Promptly cancelled my move to Plusnet.

sharpshot

Who is telling us the truth? On the phone they have told me twice that I will get my line rental back and wont have to pay charges because I'm leaving after they informed me of putting prices up. I have received an email, text and now a letter telling me I have to pay £65 for equipment and wont get my line rental back. This seems like a ploy to scare people in to staying with them. That doesn't seem right to me. I'm going to have to make a complaint if they can't email to confirm what they are telling me on the phone. Instead of making me want to stay with them, they make me more determined to leave.

Doc_N

sharpshot wrote: »

Who is telling us the truth? On the phone they have told me twice that I will get my line rental back and wont have to pay charges because I'm leaving after they informed me of putting prices up. I have received an email, text and now a letter telling me I have to pay £65 for equipment and wont get my line rental back. This seems like a ploy to scare people in to staying with them. That doesn't seem right to me. I'm going to have to make a complaint if they can't email to confirm what they are telling me on the phone. Instead of making me want to stay with them, they make me more determined to leave.

The letter - and the email - are based on BT's previous view, which was that they could, by not increasing the line rental, get away without refunding LRS payments in advance.

That view changed, after pressure and references to the Ofcom rules, and the changed view is reflected here in a comment from a BT moderator:

https://community.bt.com/t5/Bills-Packages/BT-price-changes-April-and-August/td-p/1709458/page/18

Re: BT price changes April and August
Options
on ‎10-02-2017 13h44

Hi Guys,

I wanted to give you all a new update as of 10/02/2017 about ceasing line rental saver due to price changes.

If you decide to leave because of the Price Changes (letting us know within 30 days of receiving your price change notification) you will receive a refund of the remaining months of your LRS payment on your final bill. This will be done automatically in the background.

Thanks

DanielS


If you call them, they'll confirm that they'll refund it with the final bill.

The equipment charge isn't mentioned in my letter, but it's probably another try-on. When I left last time they sent a bag for the equipment to be returned but it wasn't at all clear that it was mandatory - and I don't think it is. Certainly there was no penalty for not returning it.

boatman

There is no requirement to return the equipment if you are leaving because of the price rise. It's covered in the terms.
If you just left mid contract for no reason, then you would need to return it.

What number are people using to contact them?

deanos

Just accepted infinity 1 unlimited for £25.99 ,24 month contract includes the £2.50 increase in that price , happy with that as you get around 35% faster speed with BT compared to other ISP's on there lower fibre products, never had a problem with there fiber

They first offered £31.49 12 month contract but asked if there were any better offers and she cam back with that one

JJ_Egan

Hope that includes line rental .

Your 35% faster speed is theoretical in that it still depends upon your line as to actual speed .

[Deleted User]

I also hope they don't have to move house in the next 2 years if renting as there's no guarantee they'll be able to get BT fibre at a different address but BT will still charge them.

JJ_Egan

Colin_Maybe wrote: »

I also hope they don't have to move house in the next 2 years if renting as there's no guarantee they'll be able to get BT fibre at a different address but BT will still charge them.

Thats the problem with long contracts and one reason i have not taken up my BT Offer .
Suppose the only certainty is that within that 24 months prices will rise .Potentially two price increases i would think .

poppasmurf_bewdley

JJ_Egan wrote: »

Thats the problem with long contracts and one reason i have not taken up my BT Offer .
Suppose the only certainty is that within that 24 months prices will rise .Potentially two price increases i would think .

In which case you will have two get out of jail free cards to play!

deanos

JJ_Egan wrote: »

Hope that includes line rental .

Your 35% faster speed is theoretical in that it still depends upon your line as to actual speed .

yes that includes line rental

i max out at 52mbs with bt on infinity 1