BT Disconnection charge

vixlou

Hi all,

I posted for a different reason the other day and received so much help I thought I would challenge your immense knowledge with this little conundrum!!
:beer:

In january I contacted BT to set up a private (domestic) line at my home so that my new broadband and phone provider could take it over. This had followed 2 months of research into which company would offer the best deal.

I was informed by many of the service providers that the only company that could set up a phone line was BT and they would charge £70 to disconnect the service at the same time as setting it up. (surely the monopolies commission should look into the fact that 1 company owns all the phones lines in the UK!) So against my will I set it up with BT.

After 3 calls I finally get through to a woman who took my details and said that I would need to set up a contract. I do not want a contract I said. She informed me that if I did this I wouldn't need to pay the disconnection charge then or ever!!! Of course I asked why that was and I was told that it was not required on this address!!

Fair enough I thought and went ahead. BIG MISTAKE!

Recently I received a bill and - you guessed it - it included the disconnection charge!! I have contacted BT by email and explained the situation and told them that I will not be paying this charge as I had a witness to what had been said by their operator and that I felt I had been conned to enable the person to get better commissions.

They hav now called me and basically said I am lying (I'm not) and that they would pursue the payment and could cut my phone line off!:eek:

Can they do this as my new provider controlls the connection of my service?

And thats where I am at the moment. Any advice will be gratefully received.

X

MrsBartolozzi

Don't BT record all calls to their helplines? You could ask them to review what was said to you, or to send you a transcript of the call?
Good luck with this!
MrsB.

vixlou

MrsBartolozzi wrote: »

Don't BT record all calls to their helplines? You could ask them to review what was said to you, or to send you a transcript of the call?

This is what I thought and as they announce this when you call I beleived it to be the case but when one of the managers called me I was informed that they do not actually record every call.

It would seem they only use the opportunity to record calls when it suits them. (Cynical moi?)

BAILIFFCHASER

If i am right they cannot disconnect you as you are now renting the lne off a third party. Same as if you do not pay your gas/elec bill and change suppliers. The other point i was going to make is that as long as you had a existing line and you did not take any of their special offers you should have been able to terminate the contract with bt after 3 months of service and 1 months notice. ask your current supplier to see what they say.

vixlou

Thanks for that. It's put my mind at rest. They are telling me that if I disconnect anytime in the12 months of the contract then I will have to pay the £70.

I really can't afford that and don't see why I should pay it when I was told it wouldn't be charged.

BAILIFFCHASER

With what you are stating are you sure you have not joined one of their own 12/18 month contracts unknowingly ? As i am sure you can complain about them as well.

Cleosmum

I changed from BT to TalkTalk and had no disconnection charge. The BT line was here when I moved in and we had BT for approx 5 months. I know that BT cannot disconnect me as my contract is with TalkTalk. Send an SAR and make sure to tell them you want transcripts of all calls, which should be included anyway, but just incase they try it on. Then report them to OFCOM.

Skint_Catt

BT are good at lying. Our rented house was with talk talk and BT told us that they needed us to cancel the old Talk Talk in order to restore the line to BT free of charge. Of course this was **** and once we'd disconnected from the previous tenants Talk Talk BT charged us £125 (or whatever the standard rate is) to reconnect a line. Even the engineer who rang from the exchange when he did the work said there wasn't any need for a charge, however as much as we fought it (hanging on hold for Customer Services for 2 hours at a time several times a week) we couldn't get them to back down. Ended up paying but it stills makes me mad and raises my blood pressure 6 months on! :mad:

BAILIFFCHASER

Skint_Catt wrote: »

BT are good at lying. Our rented house was with talk talk and BT told us that they needed us to cancel the old Talk Talk in order to restore the line to BT free of charge. Of course this was **** and once we'd disconnected from the previous tenants Talk Talk BT charged us £125 (or whatever the standard rate is) to reconnect a line. Even the engineer who rang from the exchange when he did the work said there wasn't any need for a charge, however as much as we fought it (hanging on hold for Customer Services for 2 hours at a time several times a week) we couldn't get them to back down. Ended up paying but it stills makes me mad and raises my blood pressure 6 months on! :mad:

Report them to their watchdog as the other utilities like gas and elec dont do that !!!!

barshamhillbilly

I'm not sure that you are correct in saying that only BT can supply your residential phone line. Some operators can install there own line. Well actually they pay BT to install it and then rent it off them, but as far as the customer is concerned they are having the line installed by the alternative company and pay them for the installation. Not sure I am allowed to post links as an example, but if you pm me I can give you an example.

Sorry - can't help with the dilema though execpt as to say that I guess if it went to court then it would revert to BT's standard terms and conditions that would have been sent to you unless you can prove otherwise.

Now there is something to be said for recording you own telephone conversations isn't there? Does anyone do this? If so how?

BHB

barshamhillbilly

BT t's & C's state the 12 months for disconnection charge.