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Unable to contact BT- a communication company that is poor at communicating

keithnicholls — Fri, 22 Mar 2024 16:27:23 GMT

I am profoundly deaf so do not use the phone but my family do. I "rented" a mobile for several years for my daughter and had a family sim . I cancelled the phone as my daughter had bought herself an updated phone and BT agreed yto stop charging for the phone and add another Simcard to the family group.

I now find three months later I am still being charged the full fee for the phone that we no longer have/use.

As the account holder I am supposed to speak to BT but I can't with my hearing loss. There is no way of e mailing BT which is ridiculous. It mentions Live Chat but I cannot locate it on their site. I supposed to write a letter and post it -at the current prices which are exorbitant- and wait 30 days to get a response that presumably will need another letter.

Anyone any ideas how you can make contact with BT by e mail?

Re: Unable to contact BT- a communication company that is poor at communicating

imjolly — Fri, 22 Mar 2024 16:34:38 GMT

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Try billing team have a message facility

Re: Unable to contact BT- a communication company that is poor at communicating

keithnicholls — Fri, 22 Mar 2024 16:50:22 GMT

Tried this but not a virtual assistant tells me they cannot answer queries about mobile bills !

Re: Unable to contact BT- a communication company that is poor at communicating

imjolly — Fri, 22 Mar 2024 17:02:29 GMT

I have asked forum mods to see if they can help. They will post here

Re: Unable to contact BT- a communication company that is poor at communicating

DanielS — Fri, 22 Mar 2024 18:38:53 GMT

Hi @keithnicholls,

I am so sorry that you haven't been able to get the help that you need.

I'm going to send you a private message so you we can communicate through text only.

We will do our best to help you.

Thank you

DanielS