BT- lacking transparency!

Ftba.d

Hi All

So feel a bit stupid however want to vent as I feel they shouldn’t get away with it .

I realised over time my bt bill has crept up . I rang them today and had it immediately reduced from £60 a month to £42. 

When i signed up to them you needed a landline (which I don’t use - I don’t even have a house phone ) to get broadband access etc . Apparently this changed a while ago so there are now broadband only packages .

I explained to the clerk that BT knew I didn’t use the landline and knew I only purchased it originally as back then I needed it for the broadband. I explained BT never communicated these offers , changes or highlighted I am overpaying unnecessarily  .  His response ‘like any utility company it’s your responsibility to check bills and contact company to change onto deals or make use of offers’. He then explained my bill had been so high too as I am ‘off contract ‘ as at end of last package I never contacted them to sign onto a new one . Again I explained there had been no comms from BT’s side either . He simply said ‘it’s the customer’s responsibility’. I asked could I be reimbursed for the unnecessary overpayment I have been making since the broadband only package was introduced and he checked with his manager and the answer was no.

It is incredibly frustrating . You wouldn’t expect a big company like BT to lack such transparency and even when called out on it to be immovable in reaching a resolution .

Ftba.d

I’ve since contacted the communications ombudsman to see if there is anything that can be done …

However , frustratingly , I reckon it will be that it was my responsibility to check etc . 

Browntoa

It's the customers responsibility

Sorry 

I get regular emails and the mybt app enables me to check 

Brie

I had been told by one company that they are no longer allowed to tell people when a contract ends and what the new price will be as that looks like they are trying to sell something.  So all they can do is say "your next DD will be taken out on the 3rd and will be £60."  This leaves it up to you to check why it's gone up.

powerful_Rogue

Ftba.d said:

Hi All

So feel a bit stupid however want to vent as I feel they shouldn’t get away with it .

I realised over time my bt bill has crept up . I rang them today and had it immediately reduced from £60 a month to £42. 

When i signed up to them you needed a landline (which I don’t use - I don’t even have a house phone ) to get broadband access etc . Apparently this changed a while ago so there are now broadband only packages .

I explained to the clerk that BT knew I didn’t use the landline and knew I only purchased it originally as back then I needed it for the broadband. I explained BT never communicated these offers , changes or highlighted I am overpaying unnecessarily  .  His response ‘like any utility company it’s your responsibility to check bills and contact company to change onto deals or make use of offers’. He then explained my bill had been so high too as I am ‘off contract ‘ as at end of last package I never contacted them to sign onto a new one . Again I explained there had been no comms from BT’s side either . He simply said ‘it’s the customer’s responsibility’. I asked could I be reimbursed for the unnecessary overpayment I have been making since the broadband only package was introduced and he checked with his manager and the answer was no.

It is incredibly frustrating . You wouldn’t expect a big company like BT to lack such transparency and even when called out on it to be immovable in reaching a resolution .

He was spot on. It's the customers responsibility.

Ftba.d

I just don’t understand how it’s the customer’s sole responsibility in instances like this , however missold bank accounts where you pay charges are refunded due to lack of transparency etc. 

powerful_Rogue

Ftba.d said:

I just don’t understand how it’s the customer’s sole responsibility in instances like this , however missold bank accounts where you pay charges are refunded due to lack of transparency etc. 

Of course it's the customers responsibility. There is plenty of transparency. Nothing at all like the bank accounts.

My Virgin Media bill each months states:

and because of that I knew to make contact in May and managed to re-negotiate it to £25 per month.

My parents Talk Talk bill each month states:

Do you never check your bills or bank account?

The_Fat_Controller

ISPs WILL advise when a contract is coming to an end, I am pretty sure OFCOM have mandated that in the last couple of years to stop customers rolling onto more expensive month-to-month deals.

@Ftba.d you are mistaken about broadband-only contracts over the phone line, there has not been any change, however FTTP with real fibre cabling is now being rolled out and that service does not need any phone service, it can be an option.

Sorry, but you haven't done your research and consequently do not understand how the system works.

EDIT IN : I found this with a simple G search

https://www.uswitch.com/mobiles/guides/end-of-contract-notifications-broadband-and-mobile/

Ftba.d

The_Fat_Controller said:

ISPs WILL advise when a contract is coming to an end, I am pretty sure OFCOM have mandated that in the last couple of years to stop customers rolling onto more expensive month-to-month deals.

@Ftba.d you are mistaken about broadband-only contracts over the phone line, there has not been any change, however FTTP with real fibre cabling is now being rolled out and that service does not need any phone service, it can be an option.

Sorry, but you haven't done your research and consequently do not understand how the system works.

EDIT IN : I found this with a simple G search

https://www.uswitch.com/mobiles/guides/end-of-contract-notifications-broadband-and-mobile/

I am only going on what BT have told me , no research at all my end .

They said they have only offered broadband only package in last six months and whereas you needed a landline once upon a time , it is no longer the case . They said however in some areas households may still require a landline to access broadband.

Who knows ? I just find it incredibly frustrating I was rolled over onto the most expensive package when on system they had notes that I didn’t use a landline and had no use for it however the response I got today was ‘you paid highly as you were off contract all these months and it was your responsibility to contact us’. A way to ensure customer loyalty and make a customer feel valued !

Ftba.d

powerful_Rogue said:

Ftba.d said:

I just don’t understand how it’s the customer’s sole responsibility in instances like this , however missold bank accounts where you pay charges are refunded due to lack of transparency etc. 

Of course it's the customers responsibility. There is plenty of transparency. Nothing at all like the bank accounts.

My Virgin Media bill each months states:

and because of that I knew to make contact in May and managed to re-negotiate it to £25 per month.

My parents Talk Talk bill each month states:

Do you never check your bills or bank account?

I know how BT and these companies operate but thanks for the screenshots from other providers to give it further context . It doesn’t make it any less disheartening that companies should operate like this and assume or hope that customers are ready and waiting to make contact when they are next about to hike bills up . It just isn’t  right .

Not responding to the rhetorical retort at the end of your post which only has the intent to make someone feel silly. Pointless question  and it’s pointless answering it.

powerful_Rogue

Ftba.d said:

powerful_Rogue said:

Ftba.d said:

I just don’t understand how it’s the customer’s sole responsibility in instances like this , however missold bank accounts where you pay charges are refunded due to lack of transparency etc. 

Of course it's the customers responsibility. There is plenty of transparency. Nothing at all like the bank accounts.

My Virgin Media bill each months states:

and because of that I knew to make contact in May and managed to re-negotiate it to £25 per month.

My parents Talk Talk bill each month states:

Do you never check your bills or bank account?

I know how BT and these companies operate but thanks for the screenshots from other providers to give it further context . It doesn’t make it any less disheartening that companies should operate like this and assume or hope that customers are ready and waiting to make contact when they are next about to hike bills up . It just isn’t  right .

Not responding to the rhetorical retort at the end of your post which only has the intent to make someone feel silly. Pointless question  and it’s pointless answering it.

Clearly you don't know how they operate.

Not pointless at all, and certainly not asked to make you feel silly. However I take it as you don't check your bills/bank account, and instead of accepting responsability for your lack of action, you want to blame someone else.