How BT frustrate me!

matt_money

I am the owner of a new build home that has had problems with BT from day one! They have tried to charge me an installation fee for the phone line even though it was installed by the builders who built my house! When the BT engineer came round he said there was nothing to do, he had a cup of tea and left!

After a long and stressful complaint process which ended up with me writing to the chairman, I received a refund of the connection fee charges.

However, I recently received my quarterly bill and have noticed something that I dont think is right. When I got the refund it was paid directly to my bank account, rather than being placed as a credit on my bill. This I thought was fine and I didnt worry about it. On my new bill, I have been CHARGED for the refund! There is a section on my bill marked 'refunds' and the amount is debited from my account!

This has resulted in me going from having a credit balance on my bill to owing BT money again! In essence, BT has given me the money direct to my bank account and then applied it to my bill so I pay it straight back to them!

Can anyone advise me on what I should do? I wrote to BT on the 13/3 and have had no response so far.

Because of this, I will be cancelling my BT contract and going over to O2, even if their service is rubbish, at least it will be cheaper!

Any help/advice would be greatly appreciated.

Thanks

deklan99

Builders can't install a "BT" line, only Openreach can after instruction from any provider you care to do business with.
Certainly all the wiring may be in place but someone has to pay for the connection to BTs' network, current charge from Openreach £88 + VAT.
If you cancel the contract you entered into with BT you will also incur a £70 early exit fee.

jhp

In the case of a new build property the first occupant always normally has to pay the connection charge, who else do you think pays for pre-wiring the property, cabling the street, etc etc.

If you cancel your BT Contract in the first year your incur a £70 cancellation charge.

O2 dont have a Home Phone Service.

Heinz

Welcome to the MSE forums matt_money.

You are liable for the initial connection charge.

The builder DID NOT install the line and you should have paid the initial installation charge. The builder installed the internal wiring in your house (not unreasonably, builders are not allowed to tamper with the network wiring or install/connect to the necessary switching equipment in the exchange).

Don't switch line providers - if you do you will be in breach of contract and will be charged accordingly.

In any case, BT line rental is the most sensible option (although using other providers for calls is usually better).

Please see the HERE link in my signature below.

BritBrat

You owe the £125 so pay it and move on.

Do not change line rental or you will get another £70 bill for breach of contract and if you chose another option other than basic line rental you will get an even bigger bill for breach of contract.

matt_money

Hi everyone,

Thanks for the replies, sorry if I didnt make myself clear in the post.

I've been with BT for over 12 months now so should be able to cancel my contract. I only want to move the broadband over to O2, I'll keep the phone with BT on the minimum deal as I hardly ever use it.

What really annoyed me about the installation was the fact that the engineer did no work whatsoever, he told me that everything had been taken care of! I understand that there might be some work to do at the exchange, but I thought the charge was ridiculous!

Evidently BT did as well as they refunded the money. What I am fuming about at the moment is the fact that they have placed a charge on my bill for 'refunds', effectively giving me the money direct to my account, then taking it back by putting it on my next bill!

Is there any way to escalate this?

deklan99

Don't know what the other guys posting think but the installation fee was applicable in the first instance.
Surprised an engineer actually appeared on-site at all unless he was gasping for a cuppa.
Bit upsetting that you did get a refund to begin with but don't really think you have any grounds for complaint as from what you've said, that was a mistake by BT which they have since rectified.

Edit: Just as an afterthought if your BT account has the prefix GB then, like I am, you are stuck between two systems - I've had a refund of £1.75 for "free" caller display credited/debited for months now without resolution so maybe if you persevere with the Chairman's office you "might" get a result.
Phoning the support line won't help as the two systems in operation don't seem to match up.

DonnyDave

matt_money wrote: »

What really annoyed me about the installation was the fact that the engineer did no work whatsoever, he told me that everything had been taken care of! I understand that there might be some work to do at the exchange, but I thought the charge was ridiculous!

So he did do something. He probably went to the local cabinet and connected your line to cables between the exchange and the cabinet, and then connected, at the exchange, the pair from the exchange to the cabinet.

The cost of all installs is the same for all. So if a long line had to be installed, thus costing more to install, then the charge would be the same £125.

hammy_the_hammer

the infrastructure costs far more than £125

paulby_2

@deklan99

Did the original refund leaving you with a CREDIT balance on your bill and now you're back to owing line rental and calls?

How much is your bill for? If your bill went from a credit of £125, or there abouts, to owing calls and line rental then that's correct - they've paid the £125 so you're no longer in credit otherwise they'd be paying you twice!

They will have credited your bank account and then added it back in as paid on your bill leaving you with a net £0 if you add the two together! They shouldn't be taking the money back.

i.e. Your bill will initially how a refund credit of £125.00 leaving you with a bill in credit. Once they've issued the refund there will be a debit of £125 under "refunds" leaving you with a net balance on your bill of £0 (but you'll have £125 in the bank). You'll be back to owing BT your line rental and call charges going forward.

deklan99

Twas only for £1.75, just pointing out that it might be a fault in the way the new WLR3 system handles accounts.