I'm posting on behalf of my elderly inlaws and would like some advice on how to approach BT that i can pass on.
Last January they were on a BT broadband package with anytime calls ~2mbs speed. they were made aware that FTTP was available and they spoke to BT about getting access to the faster speeds. Unfortunately due to a number of continued delays with openreach they were finally connected to FTTP yesterday.
However when i helped them access their BT.com yeterday to check their package i was horrified to find that since that first conversation over 12 months ago something had gone wrong with their account and they have been charged over £1500.
On BT.cm when i look at their package it says it is unable to get their broadband details but that they are on anytime calls on their phone number.
When i look at their orders their is an order open but it does not match the details of what has happended and that they were delivered fibre 12 months ago and not yesterday. Their package was changed to Unlimited Broadband with BT Infinity 1.
However on their bill they are still on unlimited anytime plan and BT total broadband option 1 except they have been charged for all their calls.
What shoudl have happended if BT delayed fibre installation, should they have stayed on their existing plan and if they were moved should they not have been able to modify the package which they cant online? So where it is best to contact to start unravelling this, they are very confused?
