Contacting bt

[alanmbriggs]

But given that they don't answer the phone what can one do, other than cancel any direct debit and wait for BT to scream?

[gg30340]

If you cancel your Direct Debit all you are doing is cancelling your payment method and not your BT package. This will mean that when payment is due it will not go through and you will fall into arrears and all that that entails which will ultimately lead to your credit score being affected and possible debt collection agency becoming involved.

As much as it is a pain and a waste of your time having to wait until the call to BT is answered, at the moment that is what you will have to do.

[alanmbriggs]

I was hoping that when the bill went unpaid BT would contact me.

Three times I have held for one hour; they are obviously not answering phones.

I would hope to resolve the issue before it got to the point of credit scores being affected.

[gg30340]

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@alanmbriggs wrote:

I was hoping that when the bill went unpaid BT would contact me. No. you will get a non reply email telling you that your Direct Debit has been stopped then the default payment process kicks in. 

Three times I have held for one hour; they are obviously not answering phones. They are answering but unfortunately the Customer Service advisers are depleted and the volume of calls have increased so it is taking a much longer time than normal to answer.  

I would hope to resolve the issue before it got to the point of credit scores being affected. It will only be resolved if you either cancel your broadband package by phone or if you default on your payment, pay the default amount or you will be cut off then pursued for the outstanding debt. 

EDIT: Sorry, I should have added, that BT are not going to peruse any debt or cut off anybody until June so it does give you a bit of breathing space.

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[alanmbriggs]

Thanks for your insight. It's a difficult time for BT, like any other employer, but they don't seem to be handling the problem very well.
If there was even an email address where one could ask to be contacted at some time in the future it would help.

[gg30340]

Check the bottom of my last message in case you missed that bit when you were posting your last message.

[alanmbriggs]

Thanks, I hadn't spotted that. It gives a bit more time for them to answer the phone 🙂

[alanmbriggs · Accepted solution]

I have now managed to get through and get my questions answered 🙂