This topic

Bad customer service.

L3 — Mon, 27 Nov 2023 14:59:08 GMT

Hi guys.

Who can I call for a complaint and sort something out I've tried calling 0330 1234 150 and keep getting someone useless on the phone.

Trying sort a BT essential plan out are they 15 and 20 a month for fibre and calls.

BT have billed nearly 100 pound and saying it's 33 a pound.

I'm absolutely disgusted with BT and they call this UK Brilliant team support.

Re: Bad customer service.

Keith_Beddoe — Mon, 27 Nov 2023 15:01:07 GMT

@L3

I will see if a moderator can help.

Re: Bad customer service.

L3 — Mon, 27 Nov 2023 15:33:41 GMT

Shocking BT

Bt home essentials now 33 a pound.

23 pound a month for fibre and 10 pound for line for BT home essentials

Re: Bad customer service.

imjolly — Mon, 27 Nov 2023 15:41:33 GMT

this is the current home essentials so not sure where your prices come from

https://www.bt.com/content/dam/bt/help/home-essentials/102076_Home_Essentials_Online.pdf

Re: Bad customer service.

L3 — Mon, 27 Nov 2023 15:48:53 GMT

From BT themselves.

23 for fibre and 10 for the calls for BT home essentials. It's not 20 month for both .

Re: Bad customer service.

garybs29 — Mon, 27 Nov 2023 16:43:06 GMT

The prices have changed in the tariff guide too, as much as you think it is I don't believe this is a case of bad customer services, they can't offer something if a price has changed

Re: Bad customer service.

L3 — Mon, 27 Nov 2023 17:52:01 GMT

Thanks a mod helps would be helpful seems BT customer service haven't got clue.

The above plan could be wrong as BT now saying it's 20 a month for 36meg and unlimited calls all plans prices changed from 10/11/23.

Re: Bad customer service.

StuartH — Mon, 27 Nov 2023 19:00:06 GMT

Hi @L3

Thanks for posting, I can confirm that the prices quoted by @garybs29 are correct as of 10/11/23.

It's a bit concerning that you seem to have been given conflicting information when calling to sign up.

What was the outcome of the last call? Did they confirm the above and place an order for you?

Sorry for all the questions I just want to ensure we understand what's been advised to date.

Thanks

Stuart

Re: Bad customer service.

allanraymond — Mon, 27 Nov 2023 19:05:24 GMT

The table provided earlier is Effective from 17th November 2023, you neeed to check out the full BT Consumer Price Guide, the table was extracted from that Guide. So I don't see how it can be wrong.

Can you please be more specific as to the actual Home Essentials Package you are trying to cost?

If for example it is Home Essentials Fibre 2 Plan (67Mbps) then cost is £23 (broadband only)

Customers with Home Essentials from 10/11/2023:
If you have a Home Essentials broadband only plan and a call plan is required, the options available are either Pay as You Go for an additional £2 per
month or Unlimited Minutes Calls to UK landlines and UK mobiles at any time for an additional £10 per month.

Therefor broadband £23 plus £10 for calling plan arrives a figure of £33.

Re: Bad customer service.

RIC9380 — Mon, 27 Nov 2023 19:12:11 GMT

This is what I currently have:

Home Essential Fibre 2 Broadband

Package (57-63 Mbps)

(includes unlimited anytime calls) £20.00

TV & Entertainment

(includes

NOW Entertainment Membership,

Netflix Standard and Discovery+ Basic) £10.85

TOTAL BILL: £30.85 per month

RIC9380

Re: Bad customer service.

allanraymond — Mon, 27 Nov 2023 19:36:53 GMT

Thanks for details of your plan I was however hoping it would be the OP who would provide his specifica plan.

Re: Bad customer service.

L3 — Mon, 27 Nov 2023 21:02:58 GMT

It's 20 pound a month with 36meg and unlimited calls from the email I saw.

Re: Bad customer service.

imjolly — Mon, 27 Nov 2023 21:06:55 GMT

From @garybs29 post the cost of the home essentials package has changed/increased from 10 November 2023

Re: Bad customer service.

L3 — Tue, 28 Nov 2023 00:23:35 GMT

Thanks for post still not happy with BT the customer support is useless.

All I right in thinking Gary's pic says 15 quid for 36 megs with calls and line rental.

This is the email :

Broadband

Home Essentials 23 Fibre Essential

Home phone add-ons

International and Premium Rate Call Barring

Call Diversion

Caller Display

Voicemail Essential with Call Protect

Last Caller Identity using 1471

And this is 20 month didn't say anything about calls.

Someone explain what is going on or a BT mod contact me.

Re: Bad customer service.

RIC9380 — Tue, 28 Nov 2023 06:11:35 GMT

Sorry, I should have added that sorting out my new Essentials plan took one simple call to 150 and the Customer Support was great.

Re: Bad customer service.

NeilO — Tue, 28 Nov 2023 12:04:28 GMT

Hi, @L3 I'm sorry for any confusion, the £15 plan you mentioned is the no-income plan, it's only offered based on the national insurance number eligibility checks that are done with the DWP. If you've ordered Home Essentials after 10/11/23 the £20 for the 36Mb plan and £10 per month for anytime calls is correct.

If you would like to discuss this further I'll send you a private message so you can get in touch with the moderation team.

Thanks

Neil