MSE News: BT to hike prices in January - watch out for a letter

greenaliens

Are you saying that BT are correct in what they advised me?

Mister_G

JJ_Egan wrote: »

As the question was
<What is the best way to log a complaint about BT over this issue? >

Sorry, I assumed that your statement of

"But its in the terms and conditions you signed up to"

referred to the refund of line rental, rather than the complaints procedure.

Referring to greenalien's last post, NO, what BT told you is wrong. They have to refund any outstanding line rental

greenaliens

I have written to BT and will post their reply.

ukwmo

Since telling them that I’m leaving, BT have phoned the house a few times but I’ve been at work. Trust my luck, I was in all day today and they haven’t called. Kinda hoping they might call and cut me a deal to stay with BT. Oh well.

Only they and one friend have called my landline in the last week. But my mobile phone buzzes all day with texts, WhatsApp’s, FB messages and snapchats. Amazing the way our phone usage has changed. I remember when we had to wait nearly six months to have the landline installed in the mid 70’s, such a long wait was pretty typical of the GPO back then. It’s the same sagging telegraph wires we’re still using now, we must’ve paid for that wire a hundred times over the years !

Lots of Black Friday deals now. Keep shopping around folks :beer:

ukwmo

Take the above post back. BT have just called.

They've matched the Plusnet deal @ £24.99 per month, unlimited fibre (inc line rental) for 12 months. Also the price rise in January won't apply to me. So I'm staying with BT and have cancelled the Plusnet order (Plusnet's live chat facility online is very good btw). So I'm a happy camper.

Just a shame that you've got to go through this rigmarole every year. Hope everyone else has a good outcome with this.

miller

From the other side of the fence, Plusnet have just sent a leaving email to me stating Line Rental Saver monies will not be refunded (out of contract on it anyway).

...it's all BT Group anyway though.

Reminds me a bit of the energy suppliers who still refer to exit fees in written communications when within the fee-free switching window.

greenaliens

This was the reply I received from BT:-

"I'm really sorry you were given incorrect information when you first contacted us about the price increase. This matter will be investigated, and any training issues required will be addressed.

Just to confirm, if you wish to cancel your BT services due to a price change (and let us know within 30 days of receiving your price change notification) we will refund your line rental paid in advance with the Line Rental Saver offer. You'd get a refund of the remaining months of your Line Rental Saver, and this would automatically appear on the final bill."

phillw

miller wrote: »

From the other side of the fence, Plusnet have just sent a leaving email to me stating Line Rental Saver monies will not be refunded (out of contract on it anyway).

When I left plusnet they told me that they never under any circumstances refund up front line rental, although when I mentioned ofcom they spoke to their supervisor and it turns out they do.

stulaunch

boatman wrote: »

You get to keep the £5 discount only if you are leaving because of the price rise.
https://community.bt.com/t5/Bills-Packages/BT-price-changes-April-and-August/td-p/1709458/page/29

Look at number 17:
http://www.productsandservices.bt.com/products/static/terms/post19thoctober2016mobile-service.html

Not had my price hike email yet, but going to leave.
I have just been on chat, they told me I would lose £5 discount. I told them they were wrong, but couldn't find the T&C's to quote to them.

I had customer option team call me after chat. He said also that I would lose discount and that he had had it confirmed to him by his manager!

Anyway he said I will be free to leave sim only plan anyway because of the price rise. Which suits me better.

But just as a word of warning, he said that you must ask for a note to be put on sim only account when asking for a pac code because the system will automatically issue a termination charge. going to be fun, again, I believe

miller

phillw wrote: »

When I left plusnet they told me that they never under any circumstances refund up front line rental, although when I mentioned ofcom they spoke to their supervisor and it turns out they do.

It would be nice if OFCOM sorted out these "misunderstandings", I suppose we should be grateful they still react to the mention of them.

I gave them 2 bites of the cherry to come up with a realistic renewal offer, their termination email says to get in touch to see what they can do, but I wont be offering them a third opportunity.

They seem to have sharpened the attitude their end; having said that others on the boards have had better haggling success, even matching new customer offers, but I think it can depend how long you've been with them.