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Distinguished Sage
Distinguished Sage
1,691 Views
Message 11 of 25

Re: BT changing charges during a contract

They could have just changed it without giving the opt out to the customer if the guidelines were not yet implemented.

dfenceman
Expert
1,677 Views
Message 12 of 25

Re: BT changing charges during a contract

Hi guys,

 

Many thanks for all your replies, very helpful.

 

As it happens I still have BT's email.  As you can see it was not addressed to me personally, which is why I do not beleive it applies to me and my contract.

Regarding the offer to cancel without charge, I cannot see any mention of it here :-

 

Hello,
 
We're changing our prices in January.
From 4 January 2014, we're putting some of our prices up. Line rental will go up by just 3.5 per cent – from £15.45 to £15.99 a month. We're also making changes to some of our call, broadband and Sky Sports prices. You'll find all the details here.
 
BT Answer 1571 and BT Privacy with Caller Display.
In January, BT Answer 1571 is changing.1 You'll be able to keep more messages for longer and check them remotely. From 4 January 2014 this service will be £1.75 a month.
 
If you have BT Privacy with Caller Display it will cost you £1.75 a month2 from 4 January 2014. But you can sign up and get BT Privacy with Caller Display free for a year (a new 12-month line rental contract applies).
 
Sign up for free BT Privacy with Caller Display and manage your calling features here.
 
We're keeping our mobile charges the same for the third year running.
We know people are calling mobiles more, so we're keeping the price of calling UK mobiles from your landline the same. That means you'll carry on getting the same mobile call rates as you do now.
 
How to keep your bills down.
 
 
 Save over 25% on your line rental by paying a year up front with Line Rental Saver.3
 
 
 Save with Unlimited Anytime Calls.4 You get unlimited calls to UK* landlines and 0845/0870 numbers, and discounted pence-per-minute rates to UK mobiles for £7 a month.
 
 
 
Get unlimited broadband and UK* weekend calls for £21 a month with up to 50GB of
BT Cloud storage and NetProtect Plus included for FREE with our latest broadband upgrade
deal.5 It also comes with free BT Sport. 6

To get any of these deals you'll need to keep paying your existing BT line rental.

Free calls from your mobile with BT SmartTalk.
From 4 January you can get 60 minutes of free mobile calls every month with the BT SmartTalk app.7 You will get these calls every month across 2014. You can save money on calls from your mobile to 0870, 0845, 0800 numbers, UK* landlines or mobiles. Sign up before 31 January 2014.
 
Find out more about the ways we can help you save.
 
Thanks for choosing BT.
 
Libby Barr signature
 
Libby Barr
Managing Director
Consumer Sales and Service
Best regards,
dfenceman
0 Ratings
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Distinguished Sage
Distinguished Sage
1,672 Views
Message 13 of 25

Re: BT changing charges during a contract

You had 10 days, after receiving the notification, to decide which parts of your contract you wished to cancel, bearing in mind, if you cancelled your phone line, you would still be liable for cancellation charges for antyservices, like broadband, vision, that needed the phone line to work.

 

As explained here Multi Play Service Agreement (MPSA)

 

 

This is from the BT Residential Terms and Conditions. Paragraph 51.

 

Except in the circumstances detailed in paragraph 53, if we let you know about a change to the price or the terms and conditions of a service which is to your material disadvantage,
you will not have to pay a charge if you decide to end that service early, unless the Tariff Guide says otherwise. However, once we have told you about such a change, using one of the methods detailed in paragraph 52,
you must let us know within 10 days that you want to end that service by giving us the written notice set out in paragraph 21.

Distinguished Guru
1,663 Views
Message 14 of 25

Re: BT changing charges during a contract


@Keith_Beddoe wrote:

You had 10 days, after receiving the notification, to decide which parts of your contract you wished to cancel, bearing in mind, if you cancelled your phone line, you would still be liable for cancellation charges for antyservices, like broadband, vision, that needed the phone line to work.

 

As explained here Multi Play Service Agreement (MPSA)

 

 

This is from the BT Residential Terms and Conditions. Paragraph 51.

 

Except in the circumstances detailed in paragraph 53, if we let you know about a change to the price or the terms and conditions of a service which is to your material disadvantage,
you will not have to pay a charge if you decide to end that service early, unless the Tariff Guide says otherwise. However, once we have told you about such a change, using one of the methods detailed in paragraph 52,
you must let us know within 10 days that you want to end that service by giving us the written notice set out in paragraph 21.


That's One of the many reasons Ofcom are changing the rules.

 

It should not only be in this Multi Play Agreement, Ofcom say it should also be in the letter or email.

 

"Where relevant, information about the customer’s right to exit the contract should be made clear upfront – for example, on the front page of a letter or in the main email message, rather than via a link. The period within which consumers can cancel their contract (Ofcom’s guidance sets out that providers should allow consumers 30 days) should also be made clear."

toekneem

(EASBF)

Distinguished Sage
Distinguished Sage
1,653 Views
Message 15 of 25

Re: BT changing charges during a contract

The part about being able to leave was on the email I got and was not via a link. I have copied part of the email here and highlighted the relevant part.

 

Terms and conditions

*Calls of up to an hour to 01, 02 and 03 numbers, excluding the Channel Islands. Other exclusions apply.
1. BT Answer 1571: Opt-in required. Until 3 January 2014, a minimum call commitment applies. You must make two chargeable or inclusive calls a month (excludes calls made with Broadband Talk) or you will be charged £2.00 per month. From 4 January, this previously free service will cost £1.75 a month and the minimum call commitment will be removed.

2. BT Privacy with Caller Display: Opt-in required. Includes registration by BT on the Telephone Preference Scheme (TPS) and Caller Display. Until 3 January 2014, a minimum call commitment applies. You must make two chargeable or inclusive calls a month (excludes calls made with Broadband Talk) or you will be charged £2.00 per month. From 4 January, this previously free service will cost £1.75 a month and the minimum call commitment will be removed. Caller Display equipment required. Allow 28 days for activation of the TPS service. Terms apply.

 

3. Line Rental Saver: You can pay for your monthly line rental either by Direct Debit for £15.45 (rising to £15.99 on 4 January 2014) a month (standard line rental) or by paying £141 by credit/debit card for 12 months in advance (Line Rental Saver) which is equivalent to £11.75 a month. You'll need to pay any additional call charges by Direct Debit. You'll receive e-billing. Connection charges may apply and there's a 12-month minimum term for new connections. Exclusions and conditions apply.

 

4. Unlimited Anytime Calls: £7 a month plus BT line rental when signing up to a 12-month minimum term. Landline calls to UK mobiles will be charged at 6 pence per minute and you'll pay a 15p set-up fee for every chargeable call you make. You'll need to pay by Direct Debit. Terms apply.

 

5. Unlimited BT Infinity 1: £23 a month. For new BT Infinity customers only that sign up for 12 months and pay BT line rental. Includes Unlimited BT Infinity 1, Unlimited UK* Weekend Calls and a BT Home Hub (unless BT has already provided you with a Hub or router). You'll need to pay by Direct Debit. There's a £30 activation fee. Not all lines in Infinity-enabled areas can support the Infinity service. Visit bt.com/infinity to see if your line can. Infinity requires a minimum line speed and computer specifications. Subject to availability and survey.

 

6. BT Sport: UK residential broadband customers only. BT Broadband customers can watch BT Sport online at home with a minimum line speed of 400kbps. To watch BT Sport online elsewhere you need 3G/4G/wi-fi (charges may apply). To watch BT Sport at btsport.com you need Microsoft Silverlight. The BT Sport app works on iPhone 3GS and above, iPad iOS 5.1.1 and above and selected Android devices with OS 4.1. A maximum of two devices may be used simultaneously. BT Sport is also available on the Sky Digital Satellite Platform or BT TV with Infinity for new and existing broadband customers who sign up for 12 months or have 12 months remaining on their contract; you'll need to keep renewing to get discounted BT Sport. Sport on BT TV requires a compatible box from BT. A fee of £49-£299 may apply. Sky box and active viewing card required. Excludes Multiroom. E-billing required. BT Sport is free for new and existing customers. Please check bt.com/sport for details.

 

7. BT SmartTalk: You'll need a BT home calling plan and an iPhone/Android smartphone connected to wi-fi or an internet connection. Use BT SmartTalk to access calls included as part of your calling plan, when using your smartphone. Five users per BT account. GMT time zone applies. International, Premium (09) and Personal (070) calls require an opt-in but are not included in this offer. Fair Use Policy applies. Excludes BT Basic. See bt.com/free60 for details. Terms apply. Offer ends 31 January 2014: 60 minutes of free calls per month throughout 2014 for BT SmartTalk customers. Each user (up to a maximum of 5) registered against your BT SmartTalk account will get the first 60 minutes of chargeable calls they make using the BT SmartTalk service free. Unused monthly allowance cannot be carried over to the following month or transferred between users on a single account. Value of free calls for each user will be shown on the account holder's bill and total value will be applied as a discount. BT reserves the right to end the offer at any time, including before the published end date.

The above deals are subject to availability, terms and prices may change during the contract period. See our terms and conditions at bt.com/terms

If this change means you want to end your service, you can do that by telling us within ten days of receipt of this email without needing to pay a charge for ending your contract early.

Please don't reply to this email – it's been automatically generated by our computer. If you need to get in touch, please use the contact links above. We sent this email to you from bt.athome@comm.bt.com because you are a BT customer.

Calls to 0871 cost a maximum of 10.2p per minute plus a 13.87p set-up fee (increasing to 14.76p on 4 January 2014); calls to 070 cost no more than 51p per minute, with a maximum set-up charge of 51p. See bt.com/personal/pricing

© British Telecommunications plc 2013. We're registered in England at 81 Newgate Street, London EC1A 7AJ (company number 1800000). All this information was correct 1 October 2013.

Distinguished Guru
1,639 Views
Message 16 of 25

Re: BT changing charges during a contract

And the 10 days should be 30 days according to Ofcom

toekneem

(EASBF)

walkerx
Recognised Expert
1,630 Views
Message 17 of 25

Re: BT changing charges during a contract

In my view no company should be able to increase a contract part way through it's initial term - they don't do it for businesses so they shouldn't do it for consumers either.

 

For businesses as they are usually on 12 month contracts, when they receive notification to renew the contract they also include any changes to the pricing/servicing included.

 

The only companies I see changing contracts part way through the initial term for a service is telecommunications companies - all my other services I pay for are paid based on the price at the beginning/renewal of the 12 month period (ie house/car/life insurance, mortgage, water rates, council tax, tv licence, etc, etc)

 

I just wish telecommunications providers done the same

Distinguished Guru
1,621 Views
Message 18 of 25

Re: BT changing charges during a contract


@toekneem wrote:

And the 10 days should be 30 days according to Ofcom


Would that be their new rules, though?  They haven't come into force yet.

Distinguished Sage
Distinguished Sage
1,617 Views
Message 19 of 25

Re: BT changing charges during a contract


@Ectophile wrote:

@toekneem wrote:

And the 10 days should be 30 days according to Ofcom


Would that be their new rules, though?  They haven't come into force yet.


That is correct. BT did not have to give you an opt out let alone the ten days in which to do it. Still doesn't make it right though. A contract is a contract and should not be open to change without the consent of both parties. No consent, no change even if you could opt out.

Distinguished Guru
Distinguished Guru
1,604 Views
Message 20 of 25

Re: BT changing charges during a contract

Actually BT did have to give you 10 days option to opt out because that is what is stated under the terms and conditions of the contract.  What was poor practice this time was as the earlier poster poiinted out some customers were sent an email that was not personally addressed , required accessing an internet link and then further llinks to actually get the price increases. Compared to the previous years communication it was in my view  rather poorly presented.

 

An email entitled 

 

Important information about your BT account (Cell 13) 

 

including links like

 

http://epidm.edgesuite.net/BTEM/1013/782207742_BT_Pegasus/Cell_13_ALT.html

 

doesn't really give too much reassurance that it might not be dodgy.