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  1. BT basic + broadband at £10 per month with no hidden extras as long as you are on a qualifying benefit it sounded a great option for me I have been long term unemployed and spend more than that each fortnight on PAYG to search for jobs. I read the website and it mentioned them sending a form out they would need back so I gave the free phone number a ring. So the first person I spoke to asked what benefit I was on, confirmed I was eligible and echoed basically what the website said and the forms would be in the post. 10 minuets after ending the call they rang back told me a date for installation was set up and took my bank details for direct debit. I was taken back to be honest I thought they wanted the paperwork back and assumed they had already made the necessary checks. Obviously happy now I did not have to wait for the forms to filled and returned and a date set for installation I was well chuffed with the service so far. Again everything went well installation complete and the service was as to be expected, finally could jobsearch without too much worry of cost. First bill came and as promised the cost was £10 which went out my account. Whoopee great finally something altruistic on the part of a big business hats of to bt. Then the whoopsie hit the fan. First indication something was wrong was my next bill was £47 and clearly something was wrong here. At the earliest opportunity I rang the helpline and was informed that as I did not return the forms they sent out to confirm I am on benefits and they can check I had been upgraded to a premium service. I never received any form to send back I wrongly assumed it had all been set up. So I cancelled the direct debit (if £46 went out my account I would starve ) then learned bt would add a further charge to my bill £10 for a failed payment, so I had to change my method of payment over to bill which was a £2.50 charge but less than £10 and left with no other choice. Then was told they would send me another form out to sign. I decided I would get in touch with bt support via Email as I could not afford the bill at all, I never asked for a upgrade and believe they should have suspended my service if there was an issue and in my opinion should not have provided me with the service until all paperwork had been completed anyway. I am on low income and would not get credit nor want it. Well all I can say is the customer services was no help at all and just said when they get the form back they will adjust it from the day I got in touch which still would make it impossible to pay and thus lose a much needed service when they cut me off for a missed payment. 8-9 days later and a few emails back and forth as to why I have issues with my post the form finally arrived. Now the catch 22 situation is they want the form back within 14 days and I sent the form back the same day I received it but according to them it arrived late. now I have incurred another months bill at premium rate for something that is out of my control. They have now sent out a 3rd form Wednesday and again so far it has not arrived so if it doesn't come Monday again I will miss the 14 day deadline. As a resolution I would like my bill adjusting back to the plan I asked for but who the heck is actually liable here the phone company or bt or both ?
  2. Hi everyone, It’s been a while since I was last on here. I’m having a problem with BT. If anyone recalls we were flooded out two years ago at Christmas. We had to go and live in a hotel for six weeks and then into a holiday cottage for about nine months after that. Once we moved into the cottage I got permission from the owner to have a phone line installed. This was at the end of February. BT gave me the usual run around. Telling me alsorts of tall tales. Like ‘the reason it’s taking so long (6 weeks past the date they said we have the phone installed) is because we have to get planning permission from the council to dig up the road to put a new cable in so we can connect you’. I wrote an email to Gavin Patterson to complain. He was very good. He called me at 8 am the next morning to talk about it and told me he had set a small team on the problem to get it sorted. the cottage already had phone sockets installed from a few years previous and there was electricity present in the sockets. it should have been as simple as going to the exchange and connecting the line. it took over four months to get the phone on and another three weeks to get the BB working. Eventually our house was ready for us to move back into. I emailed the people who had been dealing with the complaint I’d already made. This was to make sure I could get the line at home reconnected for when we moved back. Everything seemed good. Until we moved back and discovered that there was no phone line and no BB. I went to a neighbors and called BT who told me it was going to cost £130 to put a new line in as there had, according to them, never been an active phone line at our house. Even after explaining everything that had happened and assuring the person that there had indeed been an active BT line at the property she still insisted on putting a charge on my account for the £130.00. I went back to the email and again it took months to get connected. ever since then the BB has been very poor. The connection frequently drops or more often the speed drops from 7Mbps to 128Kbps and if more than one person is online at a time the connection becomes frustratingly slow. back to the emails again. Tests were run and run but they said there was nothing wrong. I took screenshots from the laptop and all our families mobile phones and also photos of our TV, we have Sky Q which has most of its content online, the tv keeps displaying a message telling us that the internet connection is too poor or of such bad quality that online streaming can’t be used. I had set the quality of the online videos to SD but this didn’t work. I tested YouTube and set the quality to 144p and it played ok i gradually increased the quality until it would start experiencing long and frequent periods of buffering. I found out that if only one device was connected to the internet I could get a playback quality of 480p on YouTube to play with reasonable reliability. Now I kept on at BT because there is clearly something wrong. It got so bad that they just stopped returning my emails. I’ve had enough and I’ve decided to switch providers but BT want me to pay £260.00 because I’m still in contract. my question is Can I reasonably assume that I’m entitled to leave with out penalty being applied because BT have not provide the services I’ve been paying for? Thanks for your help. Cheers John
  3. Dear BT, I am a new customer - I switched because I was told you were 'The Best'. I am happy with the Broadband services For the most part, I am happy with the telecom services, however, you MUST cease blocking calls to my land line. Specifically, you must cease telling the people you are blocking - that I have made the request to block them. I haven't - the reasons I have not asked you to do this, are A: one of the numbers you appear to be blocking is a hospital and I need to receive these calls - the other is a good friend ... and B: I wasn't even aware this service was available? How many other customers are not aware that calls are being blocked simply because the person making the call chooses to with-hold their number for one reason or another? Please don't try and say it is because of SPAM callers - with the technology you have - you should be able to differentiate, aside from which - I have already received 3 SPAM calls today.. why weren't they blocked?. Please take note that I am rapidly becoming an unhappy customer ! cagger citizenB
  4. Had BT installed on 4th May. Billed me for £112.81 which is not the issue as it was new installation. Was supposed to have taken the payment from my bank account by direct debit around 12th May. Failed to do so. Got a second bill today saying I missed payment. Now wanting £146. I dont know what to do about this. Any advice?
  5. For the full story : - http://www.bbc.co.uk/news/business-39401577
  6. I had been with Virgin since it started in our area, around 10- 15 years ago, and always found them reliable and the bb was excellent.. Left them in September 16 owing to the appalling TV that didn't even let you watch FREEVIEW channels. Went to BT, and boy I am disappointed, and want to leave. the bb has been off/on, not able to reach sites and my mobile won't connect to BT Lodged a complaint which is still open after 3 months India kept phoning me 3 times a day to check this & that, and I couldn't understand them half the time. Phoning me in work hours, when I had no access to my bb, and now they have said they are sending out a new router, and THEY WILL NOT CHARGE ME, how dare they provide such a dreadful service, and then say as if I am not entitled to it, they will not charge me. The complaint is still open and I still really cannot get the smooth bb that I had with Virgin Media. How do I word my cancellation letter/email to them, under I presume the terms and conditions and compensation for no service.
  7. I set up a 24 month contract with EE via Carphone Warehouse Shop on (Sunday) 25th July. Coverage was checked and it seemed to be ok. However, when I got home I had no coverage whatsoever and had none for the rest of the week. I phoned Carphone Warehouse who told me that I would have to go into the shop and cancel with them. I work during the week so could only go in on the following Sunday (3rd July). Carphone Warehouse had no problems with me cancelling, but when they tried to get my PAC code from EE which I had to authorise the EE operator told me that I would have to pay £283 cancellation fee. I explained that I had no coverage and that I had been with them less than 7 working days. They were not interested and repeated that I would have to pay £283 cancellation fee . Is this right?
  8. To cut a long story short I believe BT or one of their employees is responsible of untrue or misleading actions possibly fraud to my father of nearly 80. Basically my dad removed caller Id from his phone to reduce the cost. He has the true-caller BT phones so straight away they stopped working correctly. I explained that it was because he had removed caller ID. While I was visiting him he asked me to put it back on for him so he phoned them went through security and I then took the phone. I explained my Dad had accidentally removed caller ID and his call blocking had stopped working and could they add it back on. The employee of BT explained that he he was such a long standing customer and providing he agreed to another years contract (he has broadband and telephone with BT) they would give it him free. A few weeks latter my Dad received a letter thanking him for his change of package. This letter explained an increase in cost to the line rental, a BT Infinity Activation charge £49, delivery charge £7.95 and a increased cost of his overall package £30 per quarter. And a new 18 month contract. None of these upgrades were mentioned during the phone call none were asked for my Dad has Sky and has no need of unlimited data. As you can imagine my Dad phoned them straight away and asked for an explanation. They could offer none but confirmed they would get back to him. A nearly 2 weeks latter they still have not. The additions have been cancelled. I have emailed a official complaint to BT requesting copies of all the calls because I'm going to send them to OFCOM I believe that this behaviour should be stopped and BT held accountable. So far I have received no reply its now been 6 days since the complaint. I believe people should be made aware of this as I find it despicable. I had a similar trick played on me by another supplier which was very quickly sorted out.
  9. DAY 46 I placed an order with my ISP to upgrade to fibre broadband on the 26th April and was told my go live date was the 6th of May. I'm still waiting for this to happen as of today the 11th JUNE. The problem is not with my ISP, who have been great, but with BT (Blocking Technology) and their creature Openreach (ClosedGrasp). They have been telling my ISP that there is a problem with a postcode "mismatch". I have been living in this address for almost 3 years and using the postcode for more than 18 months. I have been using broadband, paying Council Tax, phone and broadband bills, electricity bills, taxing and insuring motor vehicles, buying and selling on eBay, receiving post and parcels, etc from this address and this postcode for all of this time. However BT (Blocking Technology) and Openreach (Closed Grasp) who have been providing my phone and broadband services, via my ISP, have suddenly decided that my address doesn't exist. Watch this space. Another day fuming at BT. I have just checked their address databases and they still have not been updated with my postcode, I am on the Royal Mail database at last.
  10. Hey all, just checking my wife's statutory report online for the first time in over 6 years using equifax and there is 1 account which is very odd, details below 13/12/2007 Account fell in to arrears in May 2008 and late markers placed on file, NO PAYMENTS made 100% sure since may 2008 yet this account was not defaulted until 29/6/2010, thats is more than 2 years after last payment. I know its only 6 months and it will drop off anyway, but is it worth me trying to sort this, this should have come off her file 2 years ago. Account in question is Communications Supplier from Bt Consumer and the balance is under £60 Thanks
  11. so does anyone know if CDUK are legit?.... they are chasing me for £275 for early cancellation of an 18 month BT contract, which i cancelled after 12 months due to moving out of the property. BT claimed they have requested payment numerous times but they havent. I got an email out of the blue from CDUK saying they wanted £275. I am thinking about just paying it because i dont want the hassle......despite it seeming really unfair.....but i also dont want to be ripped of by [problematic]....
  12. I've got an issue with BT. I was living in a property with a BT Phone Line and BT Infinity Broadband. I paid for each bill in advance via Direct Debit. When I came to move out of the property in July/August 2012 I gave notice of this to BT. As I never generated call charges only line rental fee's I assumed nothing was due as my line rentals were prepaid upto September/October. The property was then occupied by my mother and no further communication was received from BT. I then cancelled the Direct Debit to BT in September as I was trying to keep my bank account uncluttered. BT tried to take a payment for 14.48 in September and October 2012. Fast Forward to September 2015, I went to purchase a property and my Experian and Call Credit scores were both excellent. Applied for a mortgage, was eventually rejected and it turned out BT had placed a default notice on my Equifax report (Only Equifax and no other), apparently there was a balance of £14.48 still due. I asked for this to be corrected as BT could not trace any bill and my default notice was eventually removed. I then raised a complaint with BT as I had incurred costs due to their error (I dispute the £14.48 and BT cannot/will not provide me with any paperwork of either the default notice, bill, or anything else). I've just received a call from their complaints team where they have stated no compensation will be paid, they will wipe out the £14.48 debt they cannot prove exists. When I protested at the offer being not sufficient, I was threatened with Debt Collection and default notices again. (Which is harsh as im in the middle of purchasing a property and I don't want it to fall through). Can BT just place a default notice on an account without any notification (They are claiming they can, they only need to issue a bill (Which I never received). Can I claim compensation from BT for the damage to my creditfile and the problems their incorrect information caused me (We lost a house due to the delays in getting the default notice removed) What do I do now? Thanks for your help Kwiz
  13. I just got a BT mobile bill for £3,309.40 for August. yes three thousand pounds !! 5.4 gig over my allowance- let my son watch some sponge bob square pants whilst away camping in the van on a rainy day. I normally stay within the data limit. the month before i accidently switched off my WIFI and went over but this was capped at £200 and the data blocked. when the bill was paid someone took the cap off and data was munched on sponge bob. WHICH are on it, can anyone suggest anything else? pretty scary amount and BT where totally unreasonable (i kept my cool and didnt even swear) obviuosly i cant pay that amount and have until the 10th September to PAC my number away at a cost of £540 to keep my number but still be threatened by BT for this amount. ANY SUGGESTIONS ??? any help would be fantastic and they will never stop us watching Sponge BoB
  14. Both my phone and broadband have been giving problems which I first reported to Plusnet on October 15th. Our experience: 1st engineer visit: nobody came but they reported they had and the fault was fixed 2nd engineer visit: the engineer was rude and made the buzz on the line worse 3rd engineer visit: came, tried and said you get a buzz on the line with wireless: we hadn't for the previous 20 years! 4th (Underground) engineer: said he'd fixed it, he hadn't 5th engineer: didn't turn up The service people give the appearance of competence but that has not been out experience. Their approach is to guess what's wrong but they don't take a holistic view. They don't keep their promises.
  15. well to cut long story short bt was sopposed to install broadband in jan this year engineer came out had working infinity and no working phone line 2 apointments changed or missed by them was phone call from me and cancelled install and new order. first order was get broadband infinity and phone line and £75 voucher for sainsburys online offer when I rang to complain when person did not show for the second time had working broadband but no line (funny claim need working phone line for broadband ) not true they cancelled whole order and replaced told call was recorded and I asked about the sainsburys vouchers as stated online and advisor said no I qualify as notes made. so I rechecked and asked if this call is def recorded she said yes I stated that the basis of this contract being made was I still got my vouchers she said I def would. roll on 6 months after 3 calls chasing I get an email stating that I would not get vouchers as did not order online so want to put my contract into breach as they have not fulfilled there part of the agreement and services orded. I have paid one years line rental on my credit card and want to cancel with now charges what would be best for my next step. sorry to be a little short on wording but thought I would keep it short to save endless reading with same outcome thanks craig
  16. Hi. I placed an order with my partner for bt bb and phone last night and went thorough the order process, credit check passed etc. all confirmed for activation on 20/02. Waited for a confirmation email that by this morning had not come so my partner called to see what the delay was. She was told that due to her credit check they require a £100 deposit !! There was no mention of this throughout the whole order process at all. Now my partners credit history is perfect but has a lowish score because she's not used credit much as had not needed too but she gets accepted for things usually fine. Eg. Two iPads. Phone mobile. Sky. Utilities. Etc I have emailed the CEO as the telephone advisor was just repeatedly reading from a script and no help at all. Has anyone else experienced this ? I find it all very underhand and not transparent at all. Ty
  17. My mother has recently moved to BT for her BB and is getting BT sport as well as openzone. Now I have set it up so she can watch the sport on her PC or on her Ipad ( Ipad2 I think , no retina display). She has a Internet ready TV but when I tried to get Sport on it the browser crashed.She uses it to watch Ipayer etc so it is connected Is there any option other than connecting the Ipad to the TV via a cable to get BT sport on the TV. She is not on sky , only freeview
  18. seriously not happy got my bill sent to me tonight and 2 services I cancelled last year, namely 1571 and caller id, due to the fact that they were going to start charging for them and I never use them, have been added back onto my bill and charged for! and to add insult to injury spent 28 mins on hold waiting for them to answer the phone and guess what, on the dot of 8pm the message of "thank you for waiting we are exceptionally busy and your call is important to us" guff the message changed to we are now closed I guess my call isnt THAT important to you if you cut me off after queuing for 28 mins! When I worked in customer services many years ago that queue was ALWAYS cleared before we left for the day!
  19. Hi Everyone I have been a BT customer for many years but recently got so fed up with them that I decided to change providers. I was under no contract. One of the reason I was unhappy with them was I suspected I was being overcharged. Once I cancelled the service I checked online to work out how much I had paid them over a set time. I have bills going back to 11/09/12. At this time, the amount I owed them was '0' as I had just paid my bill. From this date up until 12/12/13 they issued me a bill total of £622.22. I checked on my bank statements and during the same period I had paid them £681.36. which confirmed that I had been overcharged by £59.14. I waited until they sent my final bill which came to £55.56 which then meant that I had actually been overcharged by only £3.58. No big deal as long as the account was settled, I'd forget about it..... However, I contacted BT customer support via email and explained this, but they continued to chase the final bill of £55.56 and would not except that I had over paid for their services and that they actually owed me a refund. On closer inspection I noticed from my bills that I had also been overcharged on individual bills one was for a duplicate late payment fee of £7.50 and another unexplained admin charge of £8.36. I complained about this and they confirmed I was correct and refunded both charges. They have now deducted these but are still chasing the original final bill of now £39.70 (£55.56 - £7.50 - £8.36). I contacted them confirming that I had received the refunds but it makes no difference to my situation as they still owe me the original £3.58. I am now receiving debt collection letters which threaten legal action maybe taken against me and that my credit rating will be seriously affected if I do not pay them the £39.70. I am not bothered about the £3.58 they owe me, but I am very concerned about my credit rating which is currently very good. The questions are firstly can they sell the debt to an agency if I am disputing the case. Secondly can they place a default on my credit file and finally should I just issue the £39.70 and forget about it or should I begin my own claim against them just to clear my name and prevent them taking further action. I have been arguing my point via online customer services for over a month and having to go back through my records has cost me hours of time and effort. It seems as though we are in a stale mate type scenario. I apologise for the long winded post, but can you offer any advice. Thanks FB
  20. Hi does anyone have an email address for the CEO of BT My mother has been a customer for many years and just after christmas decided to switch her Broadband to BT as well as her phone. Both her and I spoke to the sales guy on the phone and he agreed as part of the package to give her caller display and 1571 for free. All went well until the last bill of the old contract arrived which included charges for 1571. I called and complained and was treated like a liar so I told the guy to go and listen to the calls. Today complaints called my mother and said she had listened to the calls and there was nothing about 1571 but gave her £10 as a gesture of good will. Now we had two calls, the one we both spoke on setting the order up and then the one 3 days later when Mum gave the Mac code. If that wasn't bad enough... My father died a little over 3 years ago , I personally told BT and when the next bill came it was addressed to him I called BT and gae them a rollicking to be promised it wouldn't happen again. A few months later a marketing letter came addressed to him so another rollicking Now remember the account is in Mums name as is the bill, today when she set up the new DD what name should it show...Dad. Now Mum is 76 and things like this upset her , don't get me wrong she is a tough old bird but even so. How crap are BT
  21. I am wanting to know if anyone has any way to speak to BT and actually get listened to. We used to have several lines with BT Business, two mobiles and two fixed lines. We cancelled these at the end of the contract as we had closed the business and both gone back into employment. BT completely ignored us when we cancelled these lines, the fixed lines were based at our home, and we switched the lines to Sky after drawing a blank with BT. However, BT continued to bill us, even threatening to cut off our one residential line well after we were established paying line rental to Sky. I have called them numerous times, written to their 'Service' centre in Durham, without the courtesy of a reply and even copied in OFGEM (who don't consider individual complaints). This has been going on most of this year. The same thing happened with the Fixed lines and the BT Business mobiles, (although I do owe some, not much, money on these I can't get an accurate payment because they did not or will not finish the contract when we asked) Last week I received a letter from a debt collector and tonight I came into an answerphone message from another one (who was pleasant enough but still thought I would be stupid enough to pay an incorrect bill). I am out of ideas as to what to do, work long hours and honestly don't want to waste all my spare time trying to sort them out. I know I need to resolve this and that they just can't be bothered. Any ideas let me know. Thanks
  22. BT have provided us internet for the last 5 years. It is a slow connection (0.5->1.0Mb/s) because we live 5 miles from the exchange. These speeds we have always accepted as we live in a rural area. In the last few months the internet keeps dropping out and slowing to 50Kb/s. At this speed the internet becomes all but unuseable. BT can fix this temporarly by "resetting profile" at exchange but problem always takes several days to resolve then comes back again in 2-3 days. Now they are saying line has degraded and they will not repair the line and offer to terminate my service. This would leave us with no internet connection at all. Can they do this i.e. not repair a service they have provided for 5 years?
  23. Having spent 3 days trying to access customer services via their BTChat I gave up. Spoke to customer services - got a Sales idiot who assured me they could provide me with BT Infinity at my new address because I was such a valued customer - even though she did not know the postcode that I was moving to - lies and more lies. Spoke to another customer services lady and eventually managed to give notice to terminate my services. Received confirmatory email with details (Order Number: HMNIAZZ05500357406) of what would be charged by way of early termination charges. My BT services cease on 18th October and lo and behold I now receive another bill with yet another cycle of advance line rental and no mention of it being a "Final Bill". Contacted BT Customer services and spoke to highly unhelpful and ignorant woman who tried to impress upon me the fact that the billing cycle is automatic and "no human involvement" is required. Maybe that was why she was so bored...... Outcome - BT may or may not refund the advance line rental charges that they should not be charging (assuming that is that there is actually some form of communication between customer services and billing) OR they just might go on billing me until I die. For 18 months I have had to put up with a package that I can only "upsize" and not "downsize" so effectively they have had 18months worth of payment from me for something I am not able to use. I have had extremely slow internet speeds - pages taking up to 2-3 minutes to load. I have had service outages for which I have still had to pay for the service I was not receiving when they could not be bothered to send a technician to keep an appointment to fix my service. And they wonder why I don't want their crappy service any more!!!! My advice - "Don't touch BT with a barge pole" - they could not give a toss about their customers and their customer service staff - well let's put it this way "It is nice to be paid for a job that you DON'T do"
  24. Hi everyone, My first post on here is about the cancellation of BT broadband charge. We have just moved house and cancelled our BT line and broadband at our old address. We had completed the term of our contract so there are no penalties for early termination. We have swapped provide to go with Sky at our new address. I have just received my final bill from BT which includes a £30 charge just for cancelling Broadband and not staying with them... Can they REALLY do this? Whether I am satisfied or not with the service I have to pay to leave?!?!?! That's like going into a restaurant having a meal, on your way out they ask if you will come back and they charge you double because you want to go elsewhere next time! Thanks for any advice Alison
  25. "]Hi I have a DCA chasing me for an old account with BT I left them because of the awful way they treated me, I am still claiming JSA What is the best way forward please The account is showing closed on my credit file with a default registered on July 2012 but nothing since. Is it the DCA company doing this I have thought about a make a offer letter I have read other threads re defaults and if unable to get removed. Thank you
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