Excess Broadband Usage - complaints experience

[Velociraptor]

I completely agree that the BT measuring software must be unreliable. Last month I received an email warning me that my usage was over 7GB and that I was in danger of exceeding my 10GB limit. But my normal usage is about 3GB. Fortunately, when I complained that something must be wrong, I got a very good technical person who was able to identify that 6.951MB of usage occurred on one day, when only I was online (my wife is a very infrequent user and there is no one else in the house) and I was not using iPlayer or downloading any software. Our next door neighbour and the road are both beyond the range of our wifi router. So it is impossible that this was a correct reading.

We have not been charged any excess, but I have certainly lost any confidence in the usage measurement system. I even wonder if BT triggers these events to try to get us to upgrade our account. Does anyone else have this experience?

[Suckered]

It gets better. Having advised BT I would be cancelling my Direct Debit until this is resolved (complaints team recommending I do not switch package until complaint resolved!) and repeatedly being told that normal credit control processes are suspended so I would not be affected..... I received an email this morning (no other communication) advising I have been cut off. Call centre hangs up and finally I am advised it will take 5 days to investigate. With a child visiting Spain our family is cut off from all communication without warning. Bully boy tactics of BT; sitting on c£800 of my money and cutting me of for £30. Shame on you!

[Suckered]

This is my final post. I have tried in vain to resolve my issues with BT. My last contact yesterday with call centre was consistent with past experience: poor call routing with incomplete options, laborious explanation of issues, redirected to black hole after 30 minutes.
BT confirmed (and I am on record through call recording) that I should not change package until dispute is resolved. BT confirmed (again on record) that my cancellation of DdM would not be an issue during dispute (normal credit control suspended). My disconnection was therefore unexpected and cut me off from billing and service. Many calls resulted in hang-ups and failed recalls back by BT. Reconnection promises not fulfilled. Correspondence to chairman ignored by chairman. Forced to switch suppliers (Tesco seems to be not only more affordable but connection speed much improved). December and January usage bills printed. Demand with threat of credit rating issues issued by BT inconsistent with online bill (sneaking £100 onto demand). Phone calls to discuss routed to black hole - I am on record that impact on my credit rating is unacceptable.
I now have sufficient evidence to go to the regulator. Does BT want one last chance to resolve this dispute: this is not only regulatory non compliance, but criminal in my eyes? Have other customers checked their billing sequencing, as I am now confident that my bills are not in line with the collections and therefore DD Mandate agreement. I have printed the threads, and other customer postings to use as evidence if necessary. Customer care are invited to contact me by cop 15th March, after which my evidence will be forwarded to regulator, press and my bank for DDM complaint.
BT big company silo structure, inaccessibility and intimidation tactics do not help customers. I have a day job and face unreasonable barriers to resolve. How does BT propose to avoid any impact on my credit rating through your mis-selling, billing and warning issues?

[john46]

you were offered suggestions of how to resolve this matter by contacting the Forum Moderators (BT Care Team) This is there contact details again 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

[Suckered]

No, tried that. Dead end. PM me if you value customer care and REALLY want to resolve this dispute before regulator and media focus. Bye

[john46]

as is clearly posted this is a CUSTOMER TO CUSTOMER SELF HELP FORUM you have been given the link to the Forum Mods who are the only BT Employees here they will contact you personally normally within 3 working days

[MonicaJ]

Another frustrated customer leaves BT.  When you have a problem the call centres are just so frustrating to deal with. When you hit a brick wall you try here. I think suckered was just hoping the mods who he had dealt with previously might see and try to sort this out. Nice to know that if you try to challenge BT rather than just give in and pay up or upgrade, this is how it ends. More misinformation, more mistakes, extra charges and threats about credit history. 

Why spend £££ on constant TV ads & everyhouse junkmail leaflets to attract new customers and fail to make any reasonable effort to retain current customers?  Weird 😞

[Pathetic_Service]

I have a similar experience, please see my thread.

http://community.bt.com/t5/Bills-Packages/BT-data-usage-INCORRECT/td-p/819882

[Stung_by_BritTelCom]

Without prejudice

The same thing happened to me, I have been exceeding my 10gb limit however their excuse that I hadn't seen thier warnings was that they had been sending emails to my 'Primary Email Address' to WARN me of the, soon to be, exceeding limits. The primary email address was generated by BT when signing up for broadband many years ago!!?? It has NEVER been used by myself so how can I be expected to respond to emails sent to that address? However when deals and offers are given to me or payments required they seem to find the email account I actually use. This clearly illustrates the duplicity that has been considered when hatching this 'oversight' scheme. For £3 extra a month you can buy unlimited!  Who wouldn't??!   Suckered reminded me though, I had that sales call some time ago too! I think I was originally on Unlimited too! 

I couldn't find any help on the phone, I was passed from Philippines to India then back to Manila and then back to India I had the phone put down twice. When there were shops it wasn't faceless, the internet is, it's frustrating and time consuming. People who have a mind to scam people can, if 'Suckered' is anything like me, he/she was born in a generation of trusting the larger firms. . . . well it's going to take something extraordinary to make me believe BT are anything but crooks. I will try inform as many as I can of this, whilst looking to change to utility warehouse perhaps? As for the BT fussy woosy, Ratty, I think you live in cuckoo land, are you retired or something, too much time on your hands. This has happened to me whilst going through a painful divorce (and the **bleep** that led up to it) and losing a daughter too.  I run a small business and I haven't really had time to spend supporting BT on forums, what do you get out of that? If BT can do what they are doing to Suckered and me and probably countless thousands of others then they can pose as forum supporters of BT . . . . . I mean who else would?   I urge you to write of similar operations. 

Regards