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Wrong product declared on BT account

Greensg — Sat, 21 Oct 2023 14:41:28 GMT

BT product incorrectly declares my home phone as Pay as you Go when I am on Unlimited Minutes. Can’t seem to get BT to sort it

Re: Wrong product declared on BT account

imjolly — Sat, 21 Oct 2023 14:53:34 GMT

have you just renewed your contract? now on digital voice?

Re: Wrong product declared on BT account

Keith_Beddoe — Sat, 21 Oct 2023 14:53:54 GMT

@Greensg

Welcome to this user forum for BT Retail phone and broadband customers.

Have you recently been moved over to BT Digital Voice?

Re: Wrong product declared on BT account

Greensg — Sat, 21 Oct 2023 15:00:20 GMT

They messed up my address with a similar address going back to 2000 which has only just come to light when the other address wanted to go on full fibre. BT renewed my broadband contract whilst trying to sort the problem without my permission. I have been on digital voice for over two years.

Re: Wrong product declared on BT account

Greensg — Sat, 21 Oct 2023 15:01:07 GMT

No been on digital voice for over two years.

Re: Wrong product declared on BT account

Keith_Beddoe — Sat, 21 Oct 2023 15:07:00 GMT

Unfortunately, all new contracts start as PAYG, and then you need to add a calls package if you expect to make a lot of calls.

Re: Wrong product declared on BT account

Greensg — Sat, 21 Oct 2023 15:17:41 GMT

Thank you for this information. BT haven’t mentioned this to me but they did put in an order for unlimited minutes to correct my package but to date it hasn’t worked. They say there is a problem in the background of my account but seemed to think it was sorted. But I rang today to say it was the same. Not sure I can try and change anything now until I hear from them again next week.

Re: Wrong product declared on BT account

-Richie- — Sat, 21 Oct 2023 16:39:14 GMT

@Keith_Beddoewrote:
Unfortunately, all new contracts start as PAYG, and then you need to add a calls package if you expect to make a lot of calls.

You can have broadband only (no option to make/receive calls) or 1 of 3 calling plans - PAYG, 700 minutes or unlimited
All new contracts start with whatever option is decided at the point of sale.

Re: Wrong product declared on BT account

Greensg — Sat, 21 Oct 2023 16:50:53 GMT

The problem started with BT . My contract did not run out until February 2024 and I didn’t know BT had renewed my contract because of a problem they had encountered with my address and another address. They did not tell me they had renewed my contract for two years ( which was unknown to me and without my permission). All I knew was that as a gesture of goodwill because of all the problems they caused with my account was they said they had upgraded me to unlimited minutes.

Re: Wrong product declared on BT account

-Richie- — Sat, 21 Oct 2023 17:14:25 GMT

@Greensgwrote:
All I knew was that as a gesture of goodwill because of all the problems they caused with my account was they said they had upgraded me to unlimited minutes.

That's not an option, all calling plans are chargeable, if an order has been raised to change your calling plan you'll have an email to confirm, along with the price, do you have that?

Regarding the contract, mistakes can be corrected without extending any minimum term, it would be unfair to lock you into a new contract to correct a mistake, address errors are fixed by raising an ORDI (Openreach Data Integrity) and amending the supplier side, after that your BT account would get a records only update, which has no bearing on minimum terms, products or prices.

See how you get on with the help you've requested, if you still get no success then post back and a moderator would be happy to look.

Re: Wrong product declared on BT account

Greensg — Sat, 21 Oct 2023 17:42:17 GMT

Thank you for your advice.
All I have is an email from BT confirming the order for unlimited minutes (raised by BT) no option to confirm/ agree. However when I rang today the complaints department said the error had been sorted and of course it hasn’t. They were supposed to have rung me twice this week but failed to do so. As far as they were concerned it was sorted. Left to them I would still be waiting for a call (bad customer service). Following my caIl they have once again referred it back to the technical team. So I suppose I have wait again to hear what they come back with.