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SWG
Newbie
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Message 1 of 11

Change of Package? -Huge bills, advice

I'm posting on behalf of my elderly inlaws and would like some advice on how to approach BT that i can pass on.

 

Last January they were on  a BT broadband package with anytime calls ~2mbs speed. they were made aware that FTTP was available and they spoke to BT about getting access to the faster speeds. Unfortunately due to a number of continued delays with openreach they were finally connected to FTTP yesterday.

 

However when i helped them access their BT.com yeterday to check their package i was horrified to find that since that first conversation over 12 months ago something had gone wrong with their account and they have been charged over £1500.

 

On BT.cm when i look at their package it says it is unable to get their broadband details but that they are on anytime calls on their phone number.

 

When i look at their orders their is an order open but it does not match the details of what has happended and that they were delivered fibre 12 months ago and not yesterday. Their package was changed to Unlimited Broadband with BT Infinity 1.

 

However on their bill they are still on  unlimited anytime plan and BT total broadband option 1 except they have been charged for all their calls.

 

What shoudl have happended if BT delayed fibre installation, should they have stayed on their existing plan and if they were moved should they not have been able to modify the package which they cant online? So where it is best to contact to start unravelling this, they are very confused?

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Change of Package? -Huge bills, advice

I think you need forum mod help to sort this out - mods are the only BT employees on the forum and will post here to help



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SWG
Newbie
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Message 3 of 11

Re: Change of Package? -Huge bills, advice

Thanks for the quick response, no doubt will have to speak to BT was looking to see if anyone had a similar experience and an approach to go to BT, speaking to the right people initially is bound to get a better response.

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Moderator
Moderator
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Message 4 of 11

Re: Change of Package? -Huge bills, advice

Hi @SWG Sorry that your In-Laws have been receiving large bills over the last few months.

 

We will be happy to look into this further and help you get this resolved if you send us the details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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SWG
Newbie
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Message 5 of 11

Re: Change of Package? -Huge bills, advice

Thank you,

 

Details posted.

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SWG
Newbie
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Message 6 of 11

Re: Change of Package? -Huge bills, advice

It would also appear that there is now a fault with the telephone as part of the change yesterday.

 

As there is now a FTTP box the phone plugs directly into this to go over the fibre, the phone will ring out ok and there is a dial tone but it will not recieve incomming calls. When i dial in the phone does not ring or answer if i pick it up. It idals out wit the correct number.

 

I have tried to register a fault at BT.com but it won't accept it, it just goes to an open order?

 

Can this be looked at the same time or am i better trying to use BT Chat?

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Moderator
Moderator
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Message 7 of 11

Re: Change of Package? -Huge bills, advice

Hi @SWG Sorry we can't help with FTTP faults. You would be best to contact the Chat Team.

 

cheers

John

 

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SWG
Newbie
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Message 8 of 11

Re: Change of Package? -Huge bills, advice

Thanks,

 

I'll keep it seperate to the billing issue

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SWG
Newbie
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Message 9 of 11

Re: Change of Package? -Huge bills, advice

Hi,

 

Online Chat unable to help with FTTP issues, got another number to call this afternoon that may be able to help.

 

How long does it usually take for the mods to have a look at Billing info?

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Moderator
Moderator
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Message 10 of 11

Re: Change of Package? -Huge bills, advice

Hi @SWG I've checked and you are nearing the top of our queue and you should be contacted in the next 24 hrs.

 

cheers

John

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