BT price hike (Jan 2018)

phillw

cliffmax1903 wrote: »

Just had the same conversation with BT. My reading of the email is that I have up to 30 days to inform them that I wish to end contract and that I have to give them 14 days notice if I move to another provider, within the 30 day period - or 30 days notice to cancel and have line disconnected. According to BT I only have 14 days from the date email was sent to inform them of cancellation by way of switching provider. Not happy!

They told me that I had 14 days from when I phoned up to tell them I was leaving, to actually leave. Which was fine, because I'd already instigated a switch.

They still sent out a letter saying they wouldn't refund my up front line rental, even though I had already asked them before switching. Which I've now put in a formal complaint about & I am now waiting for their response.

It seems that providers can't cope with the rules imposed by ofcom, either on purpose or by incompetence. It's largely irrelevant what BT says, if it's less than what ofcom says they should do as you can just threaten with the ombudsman. The only time it's important what they say is if they mistakenly promise you something they didn't need to, then a complaint to the ombudsman that they broke a promise they made is worthwhile.

boatman

Getting your advanced line rental saver money back and keeping the £5 discount for mobile sim only happens because BT are changing the contract.

shaggy

boatman wrote: »

Getting your advanced line rental saver money back and keeping the £5 discount for mobile sim only happens because BT are changing the contract.

i got the guy to check with his manager and note down on my account and read it back to me a couple of times. A bit peeved theres no record of the phone call I had from them last week offering a years free BT sport and a contract renewal for a year too and not 18 months.

Still a bit torn whether I should move away from BT. Plusnet's customer services are horrendous and the waiting times are crap. I feel I should only move to Plusnet if at all, due to the router being good quality especially for large houses., just like BT's.

shaggy

suddenly I'm getting scared of possibly moving over to Plusnet after reading all the horror stories over on their forums LOL

shaggy

I don't give up very easily. I called up again and this time agreed to lock the 28.99 a month fibre plus line rental for 18 months and free BT sports HD pack for 12 months. Happy with that as I am a bit weary of going over to plusnet as I've already experienced stupidly long waiting times and I personally don't think 38mbs quite cuts it for amazon prime and Netflix ultra HD content on a massive TV screen.

Happy with this either way. If they up their price next year easy enough to go the cancellation route again.

phillw

boatman wrote: »

Getting your advanced line rental saver money back and keeping the £5 discount for mobile sim only happens because BT are changing the contract.

I understand that. What I don't understand is why they sent an email saying that I wouldn't receive a refund, it seems like they are trying to manage my expectations and hope that I don't know they are lying.

shaggy wrote: »

suddenly I'm getting scared of possibly moving over to Plusnet after reading all the horror stories over on their forums LOL

I never had a problem with plusnet, just getting them to correctly refund my advance line rental. They tried the "of course we'll refund it" then a few weeks later "no we never refund it" & to be fair to their word they didn't, then when I complained they tried to refund it less 1 month (so you need to check the calculation). This is not my first rodeo, they are all the same.

Quentin

shaggy wrote: »

i got the guy to check with his manager and note down on my account and read it back to me a couple of times. A bit peeved theres no record of the phone call I had from them last week offering a years free BT sport and a contract renewal for a year too and not 18 months.

When you speak to someone at BT and want confirmation of any specific points you can ask the agent to please confirm the issue immediately by email.

They can do that whilst you are still on the phone and if you get a refusal ask to speak to a manager to raise this

shaggy

Quentin wrote: »

When you speak to someone at BT and want confirmation of any specific points you can ask the agent to please confirm the issue immediately by email.

They can do that whilst you are still on the phone and if you get a refusal ask to speak to a manager to raise this

In learning that the hard way. Anyway i managed to get the same package but with free sports and HD add on for 12 months and fibre for 18 months. My fibre speed hovers around 65mbs so happy with that price although ideally would have wanted 12 fibre not 18. The deal has already been confirmed by email and I'll check it with them a bit later by phone or chat too to make sure there's no nasty surprises

Chezza66

I left BT on 6/12/17 as prices were going up. After speaking to someone at BT before leaving I was Reassured (& as stated on Martin Lewis website) that the line rental saver pro rata would be refunded automatically because I was leaving due to BT putting up their prices (This amounted to over £100).

After 5 phone calls, false promises of BT phoning me/emailing me & assurances of the refund nothing has happened.

So no refund has been received and we keep being fobbed of.

I have been left feeling angry and frustrated at the injustice and poor customer service.

shaggy

Chezza66 wrote: »

I left BT on 6/12/17 as prices were going up. After speaking to someone at BT before leaving I was Reassured (& as stated on Martin Lewis website) that the line rental saver pro rata would be refunded automatically because I was leaving due to BT putting up their prices (This amounted to over £100).

After 5 phone calls, false promises of BT phoning me/emailing me & assurances of the refund nothing has happened.

So no refund has been received and we keep being fobbed of.

I have been left feeling angry and frustrated at the injustice and poor customer service.

Call them and raise a complaint. This gets passed over to a different team who generally bend over backwards to make you happy.