This topic

No Final Bill

nedjohn — Sun, 05 Feb 2023 16:28:55 GMT

Hi,

Having left BT Internet/Phone following the 30-day notice given in December, the Order was processed by BT 24th January.

The Final Bill is now 2 weeks late. Instead we receive Recurring Bills.

Phone Calls/Web-Chats/Complaints don’t resolve it.

Before asked: no I don’t want email any more, just a Final Bill.

What am I doing wrong?

thank you

Darrell

Re: No Final Bill

NeilO — Sun, 05 Feb 2023 16:33:22 GMT

Hi @nedjohn welcome to the community and thanks for posting, I'm sorry to see you're still waiting for your final bill. You're not doing anything wrong, the final bill should have been produced automatically, it's most probably a systems issue that has delayed it.

I'll send you a private message so you can get in touch with the moderation team and we'll be able to help.

Thanks
Neil

Re: No Final Bill

nedjohn — Sun, 05 Feb 2023 16:45:39 GMT

thank you NeilO for taking an interest in my missing Final Bill.

Private Message responded to.

thanks and regards

Darrell

Re: No Final Bill

ney — Sun, 05 Feb 2023 20:31:43 GMT

@nedjohn Hope you dont mid me asking but just out of interest who did you move for your FTTC or if FTTP is in your area.

Only asking as my BT FTTC up to 66mb speed contract is due to end in the next 14 days and I still a little undecided would to do.

Openreach FTTC is coming to my area my end of March.

Re: No Final Bill

nedjohn — Sun, 05 Feb 2023 21:15:04 GMT

Hello @ney,

I went from FTTC with BT to FTTP with Plusnet. I previously let the BT Contract lapse and paid month-by-month while shopping around.

It was not technically a transfer for me, as I ditched the landline in the process - hence having to cancel with BT and wait 30 days (only 15 for a transfer).

Half the price for twice the speed, but BT wouldn't match the prices on offer from them and the likes of Vodaphone. Openreach inundated though, so the switch-over took almost 30 days anyway. Everyone looking critically at their costs now I guess, plus FTTP roll-out .

If you switch, keep a check on MyBT, even if transfer is handled by new provider - to make sure they really do cancel you on time, for all services.

All ok with Plusnet except one issue - missing authorisation for Norton initially - fixed and a free month plus a cheaper monthly charge to make up for it though.

When pricing, keep in mind that they will all hike by about 14% in March (cost of living uplift).

Re: No Final Bill

ney — Sun, 05 Feb 2023 21:29:39 GMT

@nedjohn Thanks so much for your reply and info.

I have in the passed few weeks looked at PlusNet, Vodafone and Sky.

Yes I know they will put price up at some point in March. As watch Martin Lewis but will try to keep that in mind when looking for a good deal.

Thanks again for your reply.

Re: No Final Bill

nedjohn — Sun, 05 Feb 2023 22:05:29 GMT

@ney

one thing on the price post-March of course :-

Get a cheaper price now and the differential is even more after March, as they all hike about the same. So the saving is greater over time.

Except in my case, where BT are happy to try to keep billing after I have left. They’ll get better at it as more leave I expect though.

Re: No Final Bill

ney — Sun, 05 Feb 2023 22:32:02 GMT

@nedjohn will keep it in mind. My sister is at me to move away from BT and look for a better deal elsewhere. She moved from BT to Vodafone nearly 18 months ago on there basic FTTC package.
Been with BT for FTTC for nearly 12 years.

Im leaning towards Sky up to 70mb speed with there wifi boost for extra £3 a month but as I said Openreach FTTP is due to come to my area by end of March.

Hope you get your final bill with BT sorted out.

Re: No Final Bill

nedjohn — Sun, 05 Feb 2023 22:59:12 GMT

@ney

not sure I’d bother with broadband boost. 3mb guaranteed is poor when buying 70.

I’d buy an extender if needed, as per link suggestion :-

https://moneytothemasses.com/quick-savings/utilities/broadband/what-is-sky-broadband-boost

Shame to leave BT after being a loyal customer - was my disappointment too, but the only justification they gave for a higher price was their excellent service. I haven’t seen much of that on my way out though.

Re: No Final Bill

ney — Sun, 05 Feb 2023 23:05:30 GMT

@nedjohn will look at your link but I tend to agree with you that a 3mb guarantee for wifi is a little poor.

Yes as a loyal BT customer I not been offered much of a discount when going though My BT online.

Re: No Final Bill

JohnC2 — Mon, 06 Feb 2023 08:32:51 GMT

Hi @nedjohn, thanks for getting in touch. I've checked and the final bill will be issued later today.

Cheers

John

Re: No Final Bill

nedjohn — Mon, 06 Feb 2023 09:05:09 GMT

@JohnC2 thank you for the update.

All, if reading this as you are leaving BT yourself, or via a new Supplier, and looking to avoid bad credit records and court actions: Ideally, drop your BT Mail if you can when asked, as it complicates your exit (requires a new account setting up and a migration). Once you have your end date or cut-over, keep a check on MyBT ‘Your Products’ to see they go grey on the date. Start chasing if not.

If searching due to a missing Final Bill problem 7 days after cut-over or exit - my solution, having tried various calls/chats/complaints:-

The best method to get to a knowledgeable person who may know enough to fix it: web-chat Account & Billing.

The best method to get attention for oversight in BT: raise a Customer Complaint about Billing, that you are receiving Recurring Bills for services you have no longer Contracted for, in contravention of your Consumer Rights. Until you get your Final Bill the Complaint is not resolved for you (BT Staff will likely see an explanation for the delay as sufficient resolution), so check regularly that the Complaint hasn’t been closed and reopen it when it has been.

Re: No Final Bill

nedjohn — Mon, 06 Feb 2023 16:11:38 GMT

Finally received my Final Bill.

Overcharged by 3 days - the 3 days I spent chasing BT to close down the service after it was scheduled to happen.

Sorry to be going but now glad to see the back of BT.

Such events are thankfully rare (or not), so don't have nightmares.

Re: No Final Bill

DanielS — Mon, 06 Feb 2023 20:10:52 GMT

Hi @nedjohn,

I am so sorry that you were charged for those days. I reopened the complaint and added a credit of £5.39 to offset those charges as you shouldn't have been charged. I hope that you are ok with that.

Thank you
DanielS

Re: No Final Bill

nedjohn — Mon, 06 Feb 2023 20:18:47 GMT

@DanielS

thank you Daniel for your intervention.

I was content to pay for 2 days, due to Recurring Billing date - I already had.

Charging for the subsequent 3 did seem a bit much, so I appreciate your intervention.

Re: No Final Bill

DanielS — Mon, 06 Feb 2023 20:25:29 GMT

You are more than welcome @nedjohn.

A promise is a promise so I didn't want to let you down.

Feel free to post up here any time.

Thanks
DanielS