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 ?