Hi, my mum has been a BT customer since March 2012. we were with talktalk before and had 40gb usage allowance, me and my 2 brothers used the internet quite a lot for gaming and using websites like facebook,youtube and bbc iplayer. but we never ecxeeded our 40gb usage limit. But in March when we switched to BT Infinity, our usage had rocketed! everything was ok for the first month or two but in may we started receiving extra charges of £50 for extra usage! according to bt's usage monitor we had used 150gb of usage in that month! And it got even worse! In July we got charged for 400bg of excess usage! this cost us £269.65. At this stage my mother was furious so she called BT to try and resolve this problem but they were unwilling to make any effort to help us, they just kept asking us questions like, How often do you play games / watch youtube videos?. So to save any further costs my mother decided to cancel our BT Infinity Option 1 contract.
Then, On the 7th of October, we recieved another bill for a staggering £468.08. This bill was made up from a lot of different charges that we were unaware of whenever we signed the contract initially. Such as, a £49.00 charge to return our hub, a £143.34 accounting for the remaining time on our contract, a £30.00 charge for BT's "Broadband Access Service" which i am unaware of what that is. and the £269.65 from our old bill that we refused to pay.
Honestly i didnt expect this from BT as i thought they were the most reliable, trusted ISP in the UK, but these findings suggest otherwise. I just hope BT start solving this for people and getting more organised before this problem ends up on watchdog, as i have read many cases of it online already.
Solved! Go to Solution.
Best bet ifhit doesn't get resolved is to go to citizens advice and write to BBC Watchdog, it amazes me how customers have to go through months of worry and stress then soon as a rights programe gets involved it gets sorted quickly.
Thanks for the advice, I just hope they get it sorted quickly this whole thing has been very stressful for our whole family as the Internet is now essential for things such as homework and tuition.
Should have just upgraded to the £26 Unlimited option if you downlaod that much.
With close to 40Meg its alot esier to download more faster.
I am sorry to see you are having problems with your BT Service
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
Ask them for documented evidence where bandwidth was used, but what you mentiod the two of you I would expect you to go over 40gb by a lot. As I myself game and watch BBC iPlayer HD and all by myself I use around 150GB a week.
If I genuinely thought that we consumed that much data I would have suggested it to my mother, but there is no way anyone can use 400gb a month and I know for a fact that we hadn't so I decided not to give into them making us purchase upgrades that we don't really need.
i know what you mean but when we were with talktalk we used around 25-40gb a month, it just seems like the increase is too big to be possible
Do you have BT Vision?