This topic

700 minute calling plan

Linnie64 — Fri, 08 Mar 2024 12:16:23 GMT

Hi, I rang BT today to cancel TNT sports as I need to get my costs down. My husband has been diagnosed with cancer and his worklife will be changing. I also have a broadband package which included 700 minutes of free calls per month. I was forced to transfer from the 700 free minutes to unlimited as I was told everyone was having to move off this system by the end of March. My bill has now not gone down as much as I expected. Are they right to do this? Theyve now got me tied into a new 24 month contract when all I wanted was to cancel the sports. Im not feeling good about this at all. Talking on the phone to them is like talking to someone who is actually not listening.

Re: 700 minute calling plan

allanraymond — Fri, 08 Mar 2024 14:58:58 GMT

This is new information to me for BT to say that customers on 700 minutes per month calling plan will have this ceased at the end of March forcing them to move across to the unlimited calling plan.

I haven't been advised of this by BT and when I received the email from BT today to advise of the CPI+3.9% increase it was stating my 700 minute plan.

I'm guessing the agent who you spoke to gave duff information regarding your calling plan change?

Re: 700 minute calling plan

DanielS — Fri, 08 Mar 2024 15:05:02 GMT

Hi @Linnie64,

Thank you for taking the time to join the Community. I hope both you and your husband are coping well.

I'm so sorry to read about your experience. You should not be pressured into taking something that you don't want and don't need.

I want to help you get everything sorted. Can you check your private messages? You will have one from me.

It sounds like you were offered a different plan to the one that you were on which no longer comes with 700 minutes. I'll fully investigate this.

Thank you
DanielS

Re: 700 minute calling plan

Linnie64 — Fri, 08 Mar 2024 15:45:24 GMT

Hi, thank you for replying. It seems they probably did as one of the moderators has just taken the case up for me. I got my price increase today too and mine showed an small increase in the 700 mins plan. Obviously taken advantage of by the customer advisor or should I say sales person. That's why I googled it and couldnt find anything about people being taken off those plans at the end of March. They got one over on me this time (I'm usually more alert than that!) ...... frame of mind is not quite where it should be. Take care.

Re: 700 minute calling plan

brookheather — Sat, 09 Mar 2024 10:33:44 GMT

My parents are currently on FTTC Fibre 2 with 700 minutes and coming to the end of their current contract so they have just renewed and moved to FTTP Full Fibre 2 and have retained their 700 minutes calling package for £8 pm.

Re: 700 minute calling plan

Linnie64 — Sat, 09 Mar 2024 10:53:23 GMT

Thank you for letting me know that. I sent an email off to the new Chief Executive last night (didn't expect anything from it) and got a phone call at 8.30 this morning. It is being looked into but once off the 700 mins you cannot get back on, so unfortunately, no going back for me. They are pulling the tapes of my telephone conversation which is good, as the advisor at the other end blatantly lied - not that that helps me now, but she is going to ring me back on Tuesday with a solution to all this (as the advisor also ordered something for me for the broadband which she states I do not need). One big mess when I just wanted to cancel the sports. I'm usually full on with anything like this but state of mind is not 100% at the moment.

Re: 700 minute calling plan

DanielS — Sat, 09 Mar 2024 16:00:18 GMT

Hi @Linnie64,

It's great to see that our Executive Customer Resolutions team have picked this up for you.

They are the highest point within BT that this can be escalated with so they will do everything that they can to help you.

Please feel free to keep the Community updated about your journey as I know we are interested and want this sorted.

Thank you

DanielS

Re: 700 minute calling plan

Linnie64 — Sat, 09 Mar 2024 17:19:42 GMT

Hi Daniel,

I want to thank you for picking this up to begin with. I was just so annoyed with the advisors that I spoke to originally, that I didn't want to let it go. I would hate for them to mislead anyone else like they did me.

Linnie

Re: 700 minute calling plan

RobbieMac — Sat, 09 Mar 2024 18:56:44 GMT

Hi @Linnie64

Thank you for posting back.

I can understand the annoyance and I am sorry that happened. As @DanielS has said, your complaint is now being dealt with at the highest escalation point and the team will do all they can to help you out.

Feel free to come back and let us know the outcome 🙂

Enjoy the rest of your weekend.

Robbie

Re: 700 minute calling plan

Linnie64 — Sat, 09 Mar 2024 19:36:33 GMT

You too Robbie.

Re: 700 minute calling plan

TimCurtis — Sun, 10 Mar 2024 07:52:30 GMT

@Linnie64

I've sent you a PM , hopefully you can help.

Re: 700 minute calling plan

Linnie64 — Tue, 12 Mar 2024 11:56:05 GMT

Hi All,

I just want to update you that this has now been brought to a positive resolution for me. I am extremely happy with the outcome and cannot fault the service that I have received after initially complaining.

I cannot go back onto the 700 minutes, but the person that dealt with this is going to give direct feedback to the phone advisor about everything. I am happy with everything, but moreso that he will be made aware of this. I just don't want anyone else to be misled or blatantly lied to by him again.

I also appreciate the fact that I received an email from the new CEO, not something which I expected at all, but am grateful for.

Time now to focus on things that are more important in my life.

Thank you to LM who personally dealt with this and also to to moderators that also picked it up.

Re: 700 minute calling plan

ChrisOO — Sat, 26 Jul 2025 14:09:31 GMT

I have just been told that I cannot continue with my 700 minute calling plan because it is no longer available. I was asking BT to remove International Freedom from my products. I had been promised this was possible 3 days earlier whilst complaining about misselling, which is a much longer story. The replacement plan suggested was Unllimited Minutes. I was told by the BT rep (Monty) that it would only be £12pm, but this would allow him to remove International Freedom. I asked for confirmation of that price by email, but he was unable to send me an email. He confirmed over and over verbally that it was only £12.

I received the confirmation email "About your order" which does not confirm the price, but does confirm that 20% VAT is included in the price. It also has a link to the "Consumer Price Guide".

Page 1 includes the confirmation, "Effective from 30th May 2025*
*Pricing is correct as per the date shown"

Page 24 shows the UK Calling Plans - Pay as you go | 700 minutes | Unlimited minutes

That page not only shows 700 minutes as a plan at a price of £10.73, but also shows the price of Unlimited minutes as £22.47.

I asked Monty again about the price. He confirmed that it was £12pm.

Page 50 lists the plans that are no longer sold. 700 minutes is not in that list! Why do I have to move?

I now have to wait for my next bill to see if the Unlimited Minutes plan is indeed £12pm, which if I am honest, I suspect it will not be. And I will have to complain again. I would like an email address to raise my complaint on, rather than speaking to a rep who really isn't listening and tries to sell you something.

Re: 700 minute calling plan

iniltous — Sat, 26 Jul 2025 15:01:46 GMT

£12 is a pretty common negotiated price for Unlimited Minutes, much less than the list price , as far as 700mins , it’s odd the way BT do this , it appears to still be available for standalone telephony customers but not those with broadband