Charged £30 disconnection fee even though I used a MAC...?

[martin2345uk]

Hi guys,

Finally managed to escape BT's woeful customer service having transferred over to O2 for phone and broadband. I was previously on BT Inifinity.

O2  had previously told me I need to give them the MAC code from BT to perform the switch, which I duly did.

Cue 2 weeks of problems with no dial tone, finally fixed today, only to find out that BT now want to charge me the £30 broadband disconnection fee - but in the T&Cs it says this:

When will the charge be raised?
This charge will be raised should you :-

Switch to another Broadband provider without following the standard Migration Authorisation Code (MAC) process.

But I got a MAC code and gave it to O2! They don't seem willing to listen to me... does anyone know why I'm being charged this fee? Feels like one final slap in the face after months of awful service 

Hope I don't come across as too "ranty"...!!

Many thanks 🙂

[john46]

Hi

I am sorry to see you are having problems

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

[martin2345uk]

Hi,

Thanks for that, I have contacted the mods - I hope they are not the same team as the "eContact Customer Options" team as they are the one telling me I have to pay the charge...!

I look forward to seeing if they respond within 3 working days...

Martin

[john46]

No the mods are part of BT Care and only deal with problems raised on this forum

[martin2345uk]

Credit where it is due - a guy called Stuart has contacted me and says he is sorting things... so far so impressed 🙂

[martin2345uk]

I want to publicly thank Stuart from the forum mod team. He has been outstanding in getting this resolved for us. He kept in touch every step of the way, explaining what was happening, reasons for delays, etc, and the final outcome is even better than I hoped for.

BT, you need more people like this guy!!!

Thanks again Stuart!

[john46]

Nice to see another positive post for the Forum Mod Team 😉