This topic

Add on not being removed

Bruster01 — Wed, 29 Jul 2026 09:18:08 GMT

Firstly, I’m on benefits and struggle with depression and BT is sending me under.

I cannot get a 10GB add on removed, I’ve called about 10 times, been told yeah it’s all removed and I’ll get an email. But nothing, and it’s still there.

I got the add on as I was waiting for broadband to be installed, I didn’t get it when I needed it. And now I don’t need it, I’m still getting charged.

I’m on the £9 BT mobile tariff and my projected bill with broadband is now £58 which I cannot afford.

Twice yesterday I called. Got through to a BT guy who said the system is a pain, but he’s figured it out, assured me it’s all taken off and I won’t be charged, and it’s still there on my account and bill.

please help.

Re: Add on not being removed

imjolly — Wed, 29 Jul 2026 10:19:05 GMT

try contacting billing using message now in this link and they should be able to help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Add on not being removed

Bruster01 — Wed, 29 Jul 2026 10:29:39 GMT

Tried the message thing. Ultimately ends up telling me to call 150, which I’ve done on multiple occasions.

I’ve been told by them over 10 times that’s it been deleted and it hasn’t.

Re: Add on not being removed

imjolly — Wed, 29 Jul 2026 11:53:14 GMT

as you have tried many times and still no further forward use the consumer resolution email address here and they will help you sort out your problem

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Add on not being removed

Bruster01 — Wed, 29 Jul 2026 12:24:13 GMT

Thank you.

I emailed the consumer relations email, but the email got returned. So I have filled in the online complaints form and detailed everything in that.

Hopefully hear something soon, as my bill is due to be paid middle of August and I don’t have the funds to pay a £60 bill,

Re: Add on not being removed

imjolly — Wed, 29 Jul 2026 13:50:15 GMT

sorry but you did send email to consumer-resolutionteam not relations?

Re: Add on not being removed

Bruster01 — Wed, 29 Jul 2026 14:20:44 GMT

I sent the email to

consumer-resolutionteam@bt.com

But got this back,

Your message was rejected by the recipient's domain because the recipient's email address isn't listed in the domain's directory. It might be misspelled or it might not exist. Try to fix the problem by doing one or more of the following:

So I filled in the form on bt.com/complaints

Re: Add on not being removed

Katie_J — Wed, 29 Jul 2026 17:40:21 GMT

Hi @Bruster01.

Thanks for coming here.

I am sorry to hear this is happening and that it is causing you a great deal of stress.

When you have a moment please check your community inbox.

Speak soon,

Katie

Re: Add on not being removed

imjolly — Wed, 29 Jul 2026 20:42:32 GMT

The complaints code of practice had been updaed July 2026 but has been taken down and the old version dated march 2026 is back with the old resolution team email address

Now write to consumer-resolutions

Re: Add on not being removed

Bruster01 — Wed, 29 Jul 2026 20:45:36 GMT

Ah. Thats why the email didn't work. Anyways, ive replied via message to Katie. Hopefully they can pull some strings.

Re: Add on not being removed

VVT — Tue, 15 Sep 2026 10:09:15 GMT

I am having the same issue. They have been telling me it is being removed for three billing cycles now and it hasn’t. Have you got anywhere?

Re: Add on not being removed

Bruster01 — Tue, 15 Sep 2026 10:33:54 GMT

I should have updated.

Yes, my issue was resolved. Katie the moderator who messaged me got someone to ring me, and they sorted it all out. They even applied credit for the overpayments.

They basically said BT uses an old system and the EE team who you get through to don’t 100% know the score with BT add ons etc.

I hope you get resolved, but messaging Katie the moderator who messaged on this was the one who initiated the phone call.

Re: Add on not being removed

VVT — Tue, 15 Sep 2026 11:07:04 GMT

Thank you for the update. I will get in touch with Katie.

So happy you got it resolved. There’s hope for me yet!

Re: Add on not being removed

Katie_J — Tue, 15 Sep 2026 11:51:09 GMT

Hello @VVT.

Welcome to the community.

I am sorry to hear you are also experiencing this.

When was the last time you reported this to our customer care team?

Speak soon,

Katie

Re: Add on not being removed

VVT — Tue, 15 Sep 2026 12:08:01 GMT

Hi Katie,

I spoke to them today and they have said the usual to wait and see what happens tomorrow. . I sent you a private message detailing the issue. If possible please can you check and see if you got that mail.

thank you!

Re: Add on not being removed

Katie_J — Tue, 15 Sep 2026 14:00:28 GMT

Thanks so much for getting back to me @VVT.

I will take a look at your private message now.

Please allow 24 hours and if the add-on is still showing let me know.

Katie

Re: Add on not being removed

VVT — Thu, 17 Sep 2026 08:12:05 GMT

Hi Katie,

I’ve just received my new bill and the add on is still showing. I will send you a private email too.

please can you help?

Thank you

Re: Add on not being removed

Katie_J — Thu, 17 Sep 2026 08:17:31 GMT

Thanks for updating me @VVT.

I will respond to your private message now.

Katie