This topic

Poor customer service

Karen1959 — Mon, 27 Feb 2023 10:37:09 GMT

BT last night showed all they were interested in, was profit.

Like so many others we are trying to reduce our outgoings, and we currently have broadband, anytime phone calls, hd, TV and sports package, we rang up to cancel the sports package and HD, but bt refused saying we are in contract till December 2024.

So we have to continue to find the money pay for these things,

We have been with them for a number of years, which means nothing .

So much for caring for the customer, Profit first.

Re: Poor customer service

garybs29 — Mon, 27 Feb 2023 12:23:43 GMT

That doesn't make sense tbh, is it BT tv or Sky you have sport on? BT tv should be flexible & hd is an add on that can be removed anytime as far as I'm aware

Re: Poor customer service

Karen1959 — Mon, 27 Feb 2023 14:54:18 GMT

It's BT tv we have the sports package on. We want to cancel the sport and were happy tokeep the phone and broadband, but are tied into a contract till December 2024 or pay extortionate exit fees.

Re: Poor customer service

garybs29 — Mon, 27 Feb 2023 17:41:55 GMT

I think you should be able to downgrade the tv but a full cancellation of the tv would likely incur the charges

Re: Poor customer service

Karen1959 — Mon, 27 Feb 2023 18:03:35 GMT

I have spoken to BT , on 3 separate occasions, and been told we are tied into the contract till December 2024.

Any suggestions gratefully recieved.

Re: Poor customer service

DavidM — Mon, 27 Feb 2023 20:18:45 GMT

Hi @Karen1959 and welcome to our community.

Thanks for posting about trying to cencel your sports sub etc. I'm really sorry you're having problems getting that sorted. I can help. I'm sure we can sort something out for you so I'll drop you a private message now so you can get in touch.

Cheers

David

Re: Poor customer service

nickmorc — Tue, 28 Feb 2023 09:51:57 GMT

Had the same issue yesterday.

Just received the dreaded price increase letter, called to change the calling plan as don't really use it, only to be told that it would cost me £400 as it would be a breach of contract.

Wrongly, I assumed it was an add on and could easily change to the PAYG plan at any time ???

Re: Poor customer service

imjolly — Tue, 28 Feb 2023 09:57:44 GMT

calling plans are add-on and can be changed does this link help

https://www.bt.com/landline/manage/#change-your-calling-plan?s_cid=con_FURL_callingplans

Re: Poor customer service

nickmorc — Tue, 28 Feb 2023 10:11:13 GMT

@imjolly Thanks for the info, yes I mentioned this way of doing it and the advisor said that I would get an automatic charge of £400.

Re: Poor customer service

imjolly — Tue, 28 Feb 2023 10:13:44 GMT

from a previous post

https://community.bt.com/t5/Archive-Staging/Downgrade-land-line-call-package-to-pay-as-you-go/td-p/2091969#:~:text=Yes%20you%20can%20change%20calling,no%20impact%20on%20your%20contract.

Re: Poor customer service

Karen1959 — Tue, 28 Feb 2023 16:15:44 GMT

Thanks for your message. Please try to cancel our bt sports package. Please phone if you need more information. I have messaged you with our details .

Re: Poor customer service

DavidM — Tue, 28 Feb 2023 17:30:50 GMT

Hi @Karen1959 and thanks for posting.

We have your message and will get to you soon. We deal with cases in turn but you're almost at the top now.

Cheers

David

Re: Poor customer service

nickmorc — Tue, 28 Feb 2023 18:32:15 GMT

@DavidM Can you confirm if the advisor was right or wrong please, with regards to downgrading the call package please.

Re: Poor customer service

DavidM — Tue, 28 Feb 2023 19:08:21 GMT

Hi @nickmorc and thanks for the question.

I won't know for sure what was discussed until I have a look at the OPs details.

Cheers

David

Re: Poor customer service

nickmorc — Wed, 01 Mar 2023 11:46:39 GMT

@DavidM Thanks David, I would be keen to know myself, with regards to dropping the calling minutes to PAYG, why should I have to pay £400 ? BT say they are add ons and can be changed ??

Re: Poor customer service

DavidM — Wed, 01 Mar 2023 11:50:15 GMT

Thanks for the message @nickmorc .

We can look at this for you also if you wish. Check your inbox for my message and drop me a reply if that suits.

Cheers

David

Re: Poor customer service

Karen1959 — Thu, 02 Mar 2023 22:05:40 GMT

See my latest post. We're you given full and correct information at yhe time of taking out your new bt contract?

Re: Poor customer service

nickmorc — Tue, 07 Mar 2023 09:50:57 GMT

All sorted in my case.

Dealt with Jon, one of the mods. Followed everything through with me.

Yes you could can change the calling package as suspected, I can only assume the person I spoke too, was only too keen to sell a new contract.

Re: Poor customer service

Karen1959 — Tue, 07 Mar 2023 14:07:17 GMT

All sorted now. Thanks to the advice from the members of the forum.