BT Broadband Unlimited now limited

Bertietheviszla

Recently went to new existing customer BT contract. Same price and package but faster broadband. Email today tells me I’m nearly up to my 30Gb limit for Broadband. I am billed and paying for Fibre2 Unlimited. Checked my package and bill and definitely unlimited. Checked usage tool and has me at 30Gb per month. Queried with BT and told unlimited is 30Gb. Brain now frazzled.....

notbritishgas

Are you on Superfast fibre essential ?
That appears to have a 30gb limit, but finding that stated in the T&c's is difficult.

From the BT site

Superfast Fibre Essential broadband offers average speeds of 36Mbps, but comes with a 30GB monthly usage cap, so you’ll need to ensure you don’t go over your allowance.

Bertietheviszla

I am definitely on Superfast Fibre 2 Unlimited just checked bill. Clearly BT have got very confused

pmduk

Could it be they throttle your speed after 30Gb? Just throwing out possible suggestions.

Gloomendoom

Give them a ring or, better, use their online chat which I have found to get a much faster, less frustrating, response.

Bertietheviszla

It was there chat that told me that unlimited is capped at 30Gb. The query is now with there Data Integrity team.

Gloomendoom

It's must just be a mistake. Otherwise more people would be shouting... including me.

Chino

Whilst BT does have a "Superfast Fibre Essential 30GB" product, as far as the "Superfast Fibre 2 Unlimited" product is concerned, there is no mention of a limit in the terms:

"Superfast Fibre 2 Unlimited
Prices and terms subject to change during the contract term.
*UK calls of up to an hour to 01, 02, 03, 0845 and 0870 numbers, excluding the Channel Islands, indirect access numbers and dial-up internet access. Other exclusions apply.
For new Superfast Fibre 2 Unlimited customers that sign up for 18 months. Price from month 19 currently £53.99 a month. Includes Unlimited Weekend Calls, BT Virus Protect, 1000GB Cloud and a BT Home Hub (unless BT has already provided you with one). If you leave in the first year, we'll charge you up to £65 towards the cost of your new Hub. Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs. BT Cloud: You need to activate the service yourself. This service will be stopped and your back-up files deleted if you don’t use it for 90 days. Subject to availability, minimum line speed and computer specification. Terms apply.‡"
https://www.bt.com/broadband/deals/

Bertietheviszla

So an email late yesterday informed me that I should not have received a reminder that I was close to my 30Gb limit....as the limit is 50Gb. Now made yet another complaint sending the recent paid bill clearly stating UNLIMITED

Bertietheviszla

My BT app shows that I’m unlimited on the billing section but when I go to the usage tool I’m capped at 50gb

JJ_Egan

Either use your BT members community forum or the complaint both under Help.