BT Broadband

Rocket

Rocket

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Tony
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Just wondered if anyone has had the same issues as I below.

RANT ON with BT.:shrug:
I have been with BT Broadband for some 10 +yrs, been ok UNTILL, i decided to phone them Oct 2010 to see if there were any offers going .
Yes indeed the indian lady told me, o and by the way her name was Florance.

So from my BT Broadband at £15.99 PM, i moved to Total Broadband Option 1 with special offer including evening and weekend calls free along with line rental, all at £17.03 PM with a 18 mth contract, all on paper work they sent me.
Activation date Nov 9th, Got it all sent up running, great, so thought i might give them a call just to go over a few things i was not sure of, but to my suprise i was then told i have no special offer running, after quite some time going over and over the issue i read out the code which was sent to me, after some 35 mins with being placed and pushed to various people :bang: it was I THOUGHT , sorted.
So today i go online to check my bank details only to find £15.99 taken out of my account via direct debit, checking my phone bill i see i am still being charged for the weekend calls. What i am concerned about is come Jan 2011 when the payment for Total Broadband comes out am i also going to be charged the £17.03 PM as well.
I suppose what i should do is close the original direct debit on the £15.99 to stop them getting it, BUT, i have read where others to do a similar and encure Bank charges of £25.00 when BT try and get there monies. And if i do close it, it might be hard to get a refund..

Yes i know i should be phoning BT, and of course i will tomorrow, but i am getting pretty frustrated, and after having open heart surgery its not doing me any favors with this DAM stress, hense sitting on here at 1 am....:'(
 
If you have just had surgery, it might be worthwhile writing them a real letter, rather than phoning.

It will be slower, but, you can put down exactly what you were told, and when it becomes too much, you can walk away and calm down.
Letters I think are also treated somewhat more seriously, you have taken time to do it, and you have grabbed the recipients attention away from the computer.
 
They will do anything to commit existing customers to an 18 month contract. I've heard of a customer just phone to enquire about an extra service and she became caught in an 18 month lock-in. They're desperate to retain customers.

Write them a formal letter of complaint and keep a copy. Then, if they don't respond satisfactorily, complain to the regulator.

When all is fixed, look at the utility warehouse who will give you line rental, broadband, free weekend calls and cheaper weekday calls - for £20. Plus, they bill in arrears not monthly in advance, have a UK call centre, have other bonuses which could easily see you having free calls during the week and other discount schemes. You could end up paying, literally, next to nowt, month after month.
 
Thanks for the replies,

Since my calming down period from last night I made a phone call this morning to BT billing and spoke to a Indian lady,( didn't ask her name, probly Beatrice or something like) She could not find details of my account being debited,:bang: she suggested I wrote also send copies of the transaction via my bank statement, Now the blood pressure has come down, I have sat down put a letter together and feel much more relaxed.

I have been with BT for some 10 yrs and never had probs, but one simple task and they don't seem to know there arse from there elbows.
 
Hi,

I have been with BT for broadband for a few yerars now and have always found the indian call centre a PITA when you have a problem.

What I have found is a BT forum here - http://community.bt.com/t5/Broadband/ct-p/BB

The best bit I have found about the forum is that as it is run by BT the moderators are all BT engineers. As such that are able to do far more than the call centre and can sort out billing issues too. They can be contacted on forum.moderation.team@bt.com Don't worry if they take a few days to get back to you as they are real people and spend the time sorting out the problems. Make sure you include in the email all of your details and contact numbers as they will often call to chat through the issues.

Hope this Helps :thumbs:

Nick
 
BT are usually fine until you want to change something or you encounter a problem with the service. Then their 'customer service' kicks in, whether it's phone or broadband, the more they are involved the worse your situation becomes. After weeks of trying to sort a broadband problem, being kept on hold for hours and transferred from department to department I wanted to raise a complaint. I phoned the number I was given and was greeted with "Welcome to BT's centre of excellence"...it was a red rag to a bull!
 
I hate dealing with BT with their labyrinth like customer service system of re-directs none of who seem to be able to do much beyond scroll through checklists of things for you to try, even if you rang them an hour earlier and the problem still hasn't gone away:bang:

I once lost my broadband suddenly and it took me over a week to persuade them to send an engineer out. They wouldn't even let me speak to the local exchange (about 3 miles away) where they were trying to sort the problem out.

Unfortunately there's no cable service on our estate, so I'm pretty much stuck with using some element of there network, even if I swapped ISP.:bang::bang:
 
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