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Aspiring Contributor
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Message 1 of 10

Broadband Fee £9.99

Sigh.. just noticed a broadband fee applied to my account £9.99. I have no knowledge of this and have not agreed to this. I am sure I can get it removed but it involves having to phone the dreaded call centre and waste an hour of my life.

Why do you do it BT.  Most modern businesses are pretty straight, and this is just bad practice to try and profiteer hoping people won't notice. Companies should be fined 10* the amount if they deliberately apply fees that were not agreed to peoples accounts. Then the practice will stop.

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Broadband Fee £9.99

If you are a new customer then packages clearly show the £9.99p&p

https://www.bt.com/broadband/deals?s_cid=con_ppc_maxus_vidZ60_T1&vendorid=Z60&ds_rl=1000571&ds_rl=12...



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Distinguished Sage
Distinguished Sage
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Message 3 of 10

Re: Broadband Fee £9.99


@apb1234 wrote:

Companies should be fined 10* the amount if they deliberately apply fees that were not agreed to peoples accounts. Then the practice will stop.

 

 


... and if the fee is correct can companies fine the customer 10* the amount for making a false accusation. 😄

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Guru
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Message 4 of 10

Re: Broadband Fee £9.99

£9.99 is the postage cost for BT, whatever was ordered came with new equipment, whilst the equipment is free on loan, postage charges apply.

Did your order include equipment (Hub or Youview box) ? if so the charge is valid.

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Aspiring Contributor
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Message 5 of 10

Re: Broadband Fee £9.99

When negotiating my new contact, I said I didn't want to pay this "fee" and they agreed to waive the fee of £9.99. So I suspect a mistake, but it is a hassle sorting it out.

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Aspiring Contributor
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Message 6 of 10

Re: Broadband Fee £9.99

I didn't agree the fee. Do keep up.

 

When we renegotiated the contacted you can just say "I dont want to pay that fee" and they will waive it because they still want you as a customer. This is what I did. 

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Recognised Expert
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Message 7 of 10

Re: Broadband Fee £9.99

If they promosed to waove the fee then why not speak to BT & there billing team direct then rather than posting on a mainly customer to customer forum? All i hear is i dread calling as i'll be waiting x amount of time yet i've never had this issue & all calls are now answered in the uk & ireland so things have improved drastically.

Also it may just be me but i think it's a bit tightfisted to not want to pay 9.99 for at least 150-200 worth of equipment that is being sent free of charge but that may just be me

Guru
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Message 8 of 10

Re: Broadband Fee £9.99


@apb1234wrote:

When negotiating my new contact, I said I didn't want to pay this "fee" and they agreed to waive the fee of £9.99. So I suspect a mistake, but it is a hassle sorting it out.


Advisors can't waive charges, It will be added to your bill, if it was agreed to waive it then you will see a credit of the same amount applied when a manager applies it.

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Aspiring Contributor
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Message 9 of 10

Re: Broadband Fee £9.99

Jeez. The customer service experience when calling is poor in my opinion. It may have improved possibly, but I try to avoid phoning.

Also that £9.99 is better in my pocket than with BT.  It not a charity. This is the market out there it is tough. As a consumer I negotiate and barter all the time....

One would be naive not to.

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Message 10 of 10

Re: Broadband Fee £9.99

When was the last time you telephoned BT and had a bad experience? There is an inference it may have been a while ago in view of the fact you mention "it may have improved"

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