How to solve problem with BT broadband account issue.

Riveryellowstone11

Good morning, I have an issue with BT.

I ordered BT bb in Jan online - no option was given to pay online with discounts etc. However continued with order.

Called BT straight after order to pay for year in full - was advised everything was fine - would not loose any offers/discounts and not to pay until service live.

Service went live 20 days later - I went online and payed what I thought was line rental and bb for year(was happy with price)

5 days later BT are taking money from my Acc - I call them straight away and they tell me I've only paid line rental up front and there is a £4ish per month bb fee - not only this somehow I've signed up for 12g per month limited download not unlimited.

BT now say I'm stuck in a contract for a year(the 14 day cooling off period was a week ago) they say to go unlimited will cost me £14 per month.

So from pay approx £18 per month, I'm going to pay £32 per month ish.

Any advice please with how to deal with BT please?

boatman

This is quite easy and you are fortunate with your timing. BT are increasing prices for broadband in April and you have the choice to accept or reject the new contract terms. You can leave BT and get all your money back for broadband and phone, or renegotiate your contract. Call them and tell them you want to leave because of the April price rises and see what they offer.

BT have stated on their forum that if you choose to leave because of the price rises they will return unused line rental, and you do not need to return any equipment.

Even though it is just broadband increasing, you can cancel both phone and broadband because they are seen as a package.

http://www.moneysavingexpert.com/news/broadband/2017/01/bt-to-hike-broadband-prices-and-hit-tv-customers-with-new-fee-for-bt-sport?_ga=1.137243248.1746449882.1480930863

Post 180 by DanielS with regard to getting line rental back.:
https://community.bt.com/t5/Bills-Packages/BT-price-changes-April-and-August/td-p/1709458/page/18

Riveryellowstone11

boatman wrote: »

This is quite easy and you are fortunate with your timing. BT are increasing prices for broadband in April and you have the choice to accept or reject the new contract terms. You can leave BT and get all your money back for broadband and phone, or renegotiate your contract. Call them and tell them you want to leave because of the April price rises and see what they offer.

BT have stated on their forum that if you choose to leave because of the price rises they will return unused line rental, and you do not need to return any equipment.

Even though it is just broadband increasing, you can cancel both phone and broadband because they are seen as a package.

http://www.moneysavingexpert.com/news/broadband/2017/01/bt-to-hike-broadband-prices-and-hit-tv-customers-with-new-fee-for-bt-sport?_ga=1.137243248.1746449882.1480930863

Post 180 by DanielS with regard to getting line rental back.:
https://community.bt.com/t5/Bills-Packages/BT-price-changes-April-and-August/td-p/1709458/page/18

Awesome - thank you so much.

boatman

You'll notice in the MSE article it says you won't get the line rental back. It was only on Friday that the BT moderator posted that you will in fact get it back, which was after the MSE article was published.

If you decide to stay make sure they re-apply the 12 months free caller display if you want it.

As far as price, I would insist on a 12 month contract, paying no more than £20 a month for both phone and broadband, if they refuse move to Sky where they are offering phone/broadband for £18.99/month. Use the sky deal as a bargaining tool if you want to stay.

If you want to make it even cheaper, sign up to topcashback or quidco and get cashback as well.

Riveryellowstone11

boatman wrote: »

You'll notice in the MSE article it says you won't get the line rental back. It was only on Friday that the BT moderator posted that you will in fact get it back, which was after the MSE article was published.

If you decide to stay make sure they re-apply the 12 months free caller display if you want it.

As far as price, I would insist on a 12 month contract, paying no more than £20 a month for both phone and broadband, if they refuse move to Sky where they are offering phone/broadband for £18.99/month. Use the sky deal as a bargaining tool if you want to stay.

If you want to make it even cheaper, sign up to topcashback or quidco and get cashback as well.

I've managed to get the hand of these cash back sites, are they relatively straight forward?

Riveryellowstone11

Mwood1 wrote: »

I've managed to get the hand of these cash back sites, are they relatively straight forward?

*Ive never..

Riveryellowstone11

boatman wrote: »

You'll notice in the MSE article it says you won't get the line rental back. It was only on Friday that the BT moderator posted that you will in fact get it back, which was after the MSE article was published.

If you decide to stay make sure they re-apply the 12 months free caller display if you want it.

As far as price, I would insist on a 12 month contract, paying no more than £20 a month for both phone and broadband, if they refuse move to Sky where they are offering phone/broadband for £18.99/month. Use the sky deal as a bargaining tool if you want to stay.

If you want to make it even cheaper, sign up to topcashback or quidco and get cashback as well.

So after 8 days with the BT complaints dept I was offered the below.

Line rental £205 + £50 prepaid credit card = £12.92 per month.

Unlimited broadband £5 per month for a year(no price rise in April)

Total per month £17.92 - good result in the end although did have to spend about 3 hours on the phone with BT 👍