Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

    • MSE Ryan
    • By MSE Ryan 23rd Mar 15, 5:13 PM
    • 35Posts
    • 35Thanks
    MSE Ryan
    BT Broadband, Phone and TV cashback deal
    • #1
    • 23rd Mar 15, 5:13 PM
    BT Broadband, Phone and TV cashback deal 23rd Mar 15 at 5:13 PM
    Hi everyone,

    We’ve had a number of users get in touch to advise they have not received the £30.00 cashback that was offered as part of this BT Fibre Broadband, Line Rental & TV deal, featured in our weekly email dated 11 February:

    There’s been some confusion over when the cashback will be received. To clarify, as per the original write-up, this should happen within 30 days of installation, not of the order date.

    We‘ve been in touch with BT who have let us know that if you have any further queries surrounding this issue, please email them directly on for further information.
Page 11
    • frankface
    • By frankface 13th Sep 17, 8:53 PM
    • 1 Posts
    • 0 Thanks
    I took out the same deal as MrMaloney and Acast (although it was a £50 M&S voucher and not cashback). I received a £25 M&S voucher several days ago. Still no sign of the £100 prepaid MasterCard. Is there literally any recourse for this blatant mis-selling?!

    Acast - what avenue did you start your dispute with BT? Thanks in advance.
    • DiscountofMonteCristo
    • By DiscountofMonteCristo 19th Sep 17, 3:09 PM
    • 32 Posts
    • 6 Thanks
    At the end of August I signed up with BT for this deal: It promises a £150 BT Reward Card.

    After claiming the reward, I was sent a notification email that said a £125 reward card would be on its way.

    I used the contact form in the rewards section of the BT website to ask why/how come the £150 was reduced to £125. I got this reply:

    "We have checked your BT Reward card claim and can confirm that you’re eligible to receive one.
    I have therefore arranged for a £125 Prepaid Master card to be sent to your installation address
    to arrive within the next 30-45 working days."

    This clearly does not address my query.

    I have written to the MSE Voucher Support email address. Besides posting here is there any other thread already opened for this particular deal?
    • Hurley
    • By Hurley 24th Sep 17, 4:22 PM
    • 1,430 Posts
    • 435 Thanks
    Hello all.

    I just signed up to BT Broadband/calls and they currently have the £120 reward card offer running (expires on the 28th Sept).

    My service is not activated until the 18th October.

    Does anyone know how I go about claiming it? There does not appear to be any mention of it the order confirmation emails I've received, it's just on the website. I assume this is normal?

    As you can't claim until your broadband is activated I'm a little concerned that I have no written confirmation of it being part of my deal.

    • sues1
    • By sues1 25th Sep 17, 12:29 PM
    • 2 Posts
    • 2 Thanks
    Hi - I'd take a screen grab/picture of the offer and its terms and conditions, including all relevant dates, just in case.
    • Hurley
    • By Hurley 25th Sep 17, 12:38 PM
    • 1,430 Posts
    • 435 Thanks
    Hi - I'd take a screen grab/picture of the offer and its terms and conditions, including all relevant dates, just in case.
    Originally posted by sues1
    Yeah I've done this, the dates are listed for the offer in the Ts&Cs, so hopefully that will be enough.
    • TonyofYorks
    • By TonyofYorks 4th Oct 17, 11:24 AM
    • 1 Posts
    • 1 Thanks
    I used the MSE link to sign up with BT in March, went live in April so phoned to claim the £50 M & S voucher, and £150 pre-loaded Mastercard. The latter arrived, the M & S voucher didn't. I have since phoned on a monthly basis to chase it, and although been told many times I am entitled to it and will receive it, it's not arrived. The lessons I have learned may be useful to someone -
    They say I claimed the £150 but not the £50 back in April (How likely is that?) So when you phone to claim, check they have ticked both boxes
    They say the vouchers will take 30 to 45 days - they hide behind this in the hope you will forget. Put a note to ring on your calendar.
    The customer services complaints is based overseas or in UK. The latter are easier to understand, and certainly names are easier to remember if they are UK ones. As you may need to write down all the details later, ask them to email you with what they are doing, so you have a name and a date.
    MAKE SURE YOU WRITE ONE LETTER OF COMPLAINT TO BT. I did, to the Director of Customer Services in Durham. It was ignored. However, by me writing that, and receiving no response, BT have breached their rules.
    So after contacting Citizens Advice, they gave me the contact details for the Communications Ombudsman. The Ombudsman is now taking up my case with BT. No guarantees with this, but at least there is now a strict timetable - BT have 10 days to come up with the goods. If they don't, the actions I have taken so far allow me to take them to the small claims court, which I will do if nothing happens.
    My main point is that the more people who contact the Ombudsman, (after going through the steps) the better - BT act in a shoddy manner and it needs people to stand up to them.
    • Zentex
    • By Zentex 3rd Nov 17, 5:00 PM
    • 6 Posts
    • 8 Thanks
    BT cashback FIASCO
    I am still waiting for the £50 cashback promised when I joined BT BROADBAND in Feb 17
    I was also given a reward card £50 SHORT of the advertised amount !
    I have been using up all my patience trying to get these back EVER SINCE


    I also had to write to MSE 4 times to get a response to get a revised link to apply for the cashback

    its been a complete an utter farce !
    • Zentex
    • By Zentex 3rd Nov 17, 5:09 PM
    • 6 Posts
    • 8 Thanks
    Touche :)
    thanks for the nod towards the ombudsman
    I am so stressed by this cashback nightmare i'll draft a formal complaint myself (see following post)

    i am having to deal the the energy ombudsman for being billed over 2 years after I left an energy supplier (extra energy) which is illegal so I am chasing compensation for the baliffs' harassment.

    Avro Energy also held on to my surplus credit after leaving for more than 12 months
    they gave me 10 % compensation after I mentioned the word ombudsman in that case !
    • AlanMTS
    • By AlanMTS 5th Dec 17, 7:20 PM
    • 1 Posts
    • 3 Thanks
    MSE Deal Quoted £28.99. BT Charged £34.99 - Do I have a claim against BT to reduce t
    MSE Deal Quoted £28.99. BT Charged £34.99 - Do I have a claim against BT to reduce their charges?

    The recent email from BT (30th Nov 17) announcing impending price rises (in Jan 2018) triggered me to re-examine the MoneySaving Expert deal I took out with BT in April 2017 and compare it with what BT has been actually charging me.

    MoneySaving Expert Deal
    "New. Fibre & line rent £408 for 1yr, get £150 card and £50 cashback*
    Works out equiv £17.32/mth
    • Available to: 83% of UK
    • Speed: Up to 52Mb
    • Download limit: Unlimited
    • Traffic shaping? No
    • Contract length: 12 months
    • Deal requires line rental? Yes
    • Inclusive calls? Weekend
    • New line installation: Free
    "Until Wed 19 April, BT broadband newbies can get a one-year contract for line rent & up-to-52Mb speed unlimited broadband (up to 3x faster than standard) using this BT link*. The deal's available to 83% of the UK – you're told if you can get it when applying. Here's how it works:
    1. Unlimited fibre broadband and line rent £28.99/mth for 12mths. After it jumps to £47.49/mth. Weekend calls to UK landlines are included – see BT call costs.
    2. You pay £59.99 set-up costs. Includes activation and p&p for the 'free' router.
    3. Get £150 on a prepaid Mastercard and £50 cashback but you MUST claim them. This makes the deal really hot, but annoyingly BT won't remind you to claim, so diarise to use this Mastercard claim link and cashback link. You've up to three months to claim after activation – they'll arrive separately and may take up to 45 days.
    "- Is the price fixed during the contract? Technically no, though BT told us it has no plans to increase it. If it does, you should be able to ditch your contract penalty-free.
    - Cost analysis: You pay £407.87 over one year before calls. But claim the cashback & use the Mastercard (which is like cash) & it's £207.87, equiv to £17.32/mth. Regular cashback site users may see bigger cashback elsewhere, but often on more expensive deals.
    - Anything else? You get 100GB of free online storage and you can opt in to BT Sport free for three months, £5/mth after, on a 12-month contract. A 30-day rolling contract costs £5/mth. If you want to watch on Sky, it's free for three months, £7.50/mth after, on a 12-month contract."

    BT have charged me £34.99/month from May
    The following is an extract from one of the typical monthly bills:-

    "The following advance charge for your package includes your line and
    applies from 14 Jun 2017 to 13 Jul 2017
    Broadband and Calls >14 Jun-13 Jul 17 £ 34.99
    This is made up of:
    >Broadband and Calls £ 47.49
    This is the cost of your Package at £47.49 a month, charged in advance from
    14 Jun 2017 to 13 Jul 2017. This gives you:
    Calling Plan Unlimited Weekend Calls
    Broadband Unlimited BT Infinity 1
    Line Rental is now included in your package
    Yet to discover BT TV? See for a great TV service
    >Credit: Special offer discount - £ 12.50 >14 Jun-13 Jul 17
    You get your Package at a special rate. We show this on your bill by giving
    you a refund of £12.50 a month
    Your special offer discount lasts for 12 months"

    I chose the deal from MSE because of what was advertised on their web-pages. Presumably MSE are authorised by BT to offer these packages. So should BT be charging me £34.99/month?

    Can anyone help.
    PS - thanks to Forum guys for helping me to get the £50 cashback cheque mentioned in the deal.
    • diane***
    • By diane*** 15th Jan 18, 4:34 PM
    • 52 Posts
    • 9 Thanks
    I have a contract with BT for phone broad band and tv £61.99 including sports, I signed in November 16, in April I received an email says costs were going up, in August I had an email saying costs were going up , in November prices went up I did not get an email, when I got my bank statement I called BT, ''I hadn't acted with in the 30 day limit'' ''computer say I was sent the email''. if I want out of my 2 year contact which I had sign at £61.99 it would cost me £300. so I am now paying £74.30 sports were included but are now £3.50 extra .. before you sign a deal with BT consider asking for snail mail notifications, emails don't always get to you...... and consider this, you choose BT at a certain price , it's cheaper than the other quotes, you think you have a set price for 2 years....
    You don't.
    I was told ''They tell you at the sales pitch the prices can change but they will let you out of the contract if you are not happy with the hike''
    any one remember being told that when you sign up?
    I guess I expected a 2 year contract to stay unchanged like my other utilities.
    What's the point of a BT contract?
    Last edited by diane***; 15-01-2018 at 4:56 PM.
    • 50Twuncle
    • By 50Twuncle 12th Feb 18, 11:07 AM
    • 8,282 Posts
    • 1,957 Thanks
    Are BT likely to accept further negotiations with their £29.95 offer ?
    I don't want BT sport - but want 24/7 calls package instead ....
    • matelotmax
    • By matelotmax 21st Feb 18, 12:03 PM
    • 4 Posts
    • 0 Thanks
    BT Data Usage Scam
    Hi Everyone ;-)
    I have been trying to sort out my BT broadband recently.
    I am currently on BT Infinity with a limit of 100Gb, which I never breach.
    I thought, as a light user, [google searches, weather BBC News etc] my data usage was minimal.
    I do not "Stream music or download dvds/films.
    So I was shocked to the core to discover on MyBT that my data usage was excessive [more than 1GB per day on average].
    So I did some checking.
    The data usage meter on the BT website has consistently show multi-GB usage over the past few days.
    I have employed two other data monitors: BTs own "thinkbroadband" & independent "Glasswire".
    Yesterday BT website showed 7.5GB data usage whereas both BT "tb" & Glasswire showed only 120MB [e.g "Official/Billed data usage was 61 x MORE than actual usage].
    This morning BT website showed 12.25GB usage, with the BT 2tb" & Glasswire both showing again only 120MB.
    It is not a case of I am in danger of exceeding my allowance, but rather how can I trust such a blatant lying provider.
    I have subsequently cancelled BT and moved to Virgin.
    But I would [seriously] be interested in knowing if anyone else has encountered the same scam?
    I suspect that it is a generic/organisational scam, aimed at lower limit individuals, as a "hedge" toward them buying a more expensive package.
    • Colin_Maybe
    • By Colin_Maybe 21st Feb 18, 2:05 PM
    • 2,080 Posts
    • 945 Thanks
    The data usage meter on the BT website has consistently show multi-GB usage over the past few days.
    I have employed two other data monitors: BTs own "thinkbroadband" & independent "Glasswire".
    Originally posted by matelotmax
    BT will show your total download amount (Sky STB, phones & tablets on WiFi etc), the other 2 as far as I can see will only report your computers amount.
    • DilbertJones
    • By DilbertJones 28th Feb 18, 1:34 PM
    • 663 Posts
    • 138 Thanks
    Is there any way to see the past offers available from BT?

    I signed up on the 15th Feb to Bt Infinity 1, the offer I am fairly sure contained the BT Sport App (not sure if was available via sky) plus £95 cashback.

    I have seen no mention of BT Sport & my service goes live tomorrow (1st March) so I contacted them today & was told that BT sport isnt included in my package...

    I got put through to someone who is calling me back on Friday 2nd and he has said he will sort this out for me at no additional cost but I wanted to see if I can prove my point should this turn out no to happen.
    • bispet182
    • By bispet182 14th Mar 18, 11:08 AM
    • 2 Posts
    • 0 Thanks
    BT's dodgy practices
    I move my broadband account around every year and I have used BT more than once now. I am currently using John Lewis (which via Plusnet is technically BT) and after a shaky start they seem to be OK.
    The reason I am adding to this thread is my constant annoyance with BT's tricky manoeuvres to extort more money from their customers. I will look at BT when my contract expires but in the case of the latest offers, which are being copied by many providers, the trick is to have an 18 month contract. If you go for the maximum saving you will pay the line rental up front for one year. Then, you have either to pay the full amount per month or another annual line rental (which is non refundable) leaving you with six months paid when the contract ends. This increases the cost of the contract considerably. If BT were at all concerned for their customers they would make the line rental paid up front for an 18 month period. Typically nefarious behaviour from BT the offer, as always, is not anywhere near as good as it appears.
    Last edited by bispet182; 14-03-2018 at 11:11 AM.
    • Fustis
    • By Fustis 14th Mar 18, 4:47 PM
    • 2 Posts
    • 0 Thanks

    I got the January MSE email, and as a BT customer, I asked if they would match Plusnet (BT owned).
    They said "No", but had done so before, so it was worth asking.
    I said "bye then", and was offered a deal on fibre, and agreed there and then to the offer.
    Outside work to be done 19th Jan, inside work on 30th Jan, and I picked 8am - 1am option.
    Router kit to arrive prior to 30th.
    That was 5th Jan 2018.
    They sent a bill on 13 Jan. They phoned me on Sunday 14 Jan to say the deal was off!
    I had a chat and the woman from BT said she would have another look, and Yay! the deal was back on.
    I asked if the price was the same as 5 Jan, she said yes.

    One day later - 15 Jan - another phone call Deal off again! Reason given capacity!
    I specifically asked on the 5th about capacity because my neighbour had 'capacity' problems 2017.
    No problem they replied.
    We (myself and BT) are now engaged in legal negotiations prior to court action.
    In one of those conversations with the elc team (supposedly the bees knees problem solvers) it was disclosed by the BT member that Open Reach had said that the end of March 2018 was the earliest possible date that the fibre deal could be done.
    Meanwhile BT sent me bills for fibre for Jan-Feb and Feb-March, even though they couldn't provide that service.
    Also I left for another provider, but BT still keep harassing me for payment for Feb 13 to March 13 even though I left BT on 6th Feb!
    Beware BT is all I can say, even though I was with them for 17 years. Never again!
    Legal action etc still ongoing, will update upon resolution.
    Last edited by Fustis; 14-03-2018 at 4:49 PM. Reason: spling mistook
    • jennyf76
    • By jennyf76 18th Mar 18, 8:53 PM
    • 6 Posts
    • 16 Thanks
    I signed up for the BT Infinity offer expiring on the 1st March. £120 reward card and £50 cheque, I've just claimed for the reward card but the cheque cash back claim link isn't working. Anyone have the link please ?
    • diane***
    • By diane*** 19th Mar 18, 8:37 AM
    • 52 Posts
    • 9 Thanks
    I was invited by BT to go to the ombudsman, customer service was cocky and told me I was stuck in an ever increasing price rising contract because I didn't reply in time to emails, emails I did not receive, the deadlock letter they sent me assured me I was unlikely to succeed because they were right.
    the ombudsman was able to help me, they saved me a £300 charge which was charged to end the ever increasing price contract and £12 a month until November 18 on charges, so another £108.
    BT customer service do not seem helpful , they just tell you anything to make you believe you're stuck with your problem.
    i'd say it was poor training of those folk........... so if you are having problems ..... don't give up nor take notice of BT customer service..... their job is to make you go away, not help.
    • 50Twuncle
    • By 50Twuncle 19th Mar 18, 11:04 AM
    • 8,282 Posts
    • 1,957 Thanks
    At least BT support are UK based..
    • diane***
    • By diane*** 20th Mar 18, 9:13 AM
    • 52 Posts
    • 9 Thanks
    I got a deadlock letter from BT, they told me I could go to the ombudsman but they would win because I hadn't replied to emails informing me the price was going up in the 30 day limit they set.... I didn't get the emails. They said I had and tough.
    I argued.... when is absence of consent, consent.
    to get out of my 2 year contract was £300, to remain until the end an additional £108.

    with little hope I did go to the ombudsman, they said they could help in this situation.
    I got out of my contract at no cost and the original price of £61 was reinstated instead of £73.
    I get sports broadband TV phone.

    customer service seems to be all about getting you to tolerate nonsense, I have now opted for post communications. I want to save the planet but I don't think a policy of consent in absence is correct.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

40Posts Today

2,421Users online

Martin's Twitter
  • It's the start of mini MSE's half term. In order to be the best daddy possible, Im stopping work and going off line?

  • RT @shellsince1982: @MartinSLewis thanx to your email I have just saved myself £222 by taking a SIM only deal for £7.50 a month and keeping?

  • Today's Friday twitter poll: An important question, building on yesterday's important discussions: Which is the best bit of the pizza...

  • Follow Martin