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rodleydragons
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Message 1 of 13

Charged for a hub exhcange?? please help

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We had a BT home hub 5  it seemed to stop working, the computer (wireed) was OK but the wi fi was dropping in and out and the hud light stayed on solid orange.   I did an online chat to a customer service rep who said they did some tests, they stated our hud was indeed faulty and said "I shall send a replacement"

 

Much to my surprise they sent a hub 6, there was no note nor bill ith it, we set it up and it worked fine. but now I have noticed a £50 charge for the hub on my bill!!.... Not once at any time during the conversatino was a charge mentioned, it was a simple "I will send a replacement"... I am confused and upset by this.. and I don't have the means to pay the extra so I am at a loss ast to what I can do.

 

Surely they cannot charge for something unless they say there will be a charge??  Anyone any ideas on what I can do to get this charge taken off.  It is bad enough i received an email some time ago saying "thank you for renewing your contract with us" when I hadn't done anything!!!.. so now i feel stuck.. and worried that because I can't pay for this extra that they will just cut off my service leaving me stranded with no telephone which i desperately need to keep switched on.

 

Advice please?... thank you in advance.

 

PS I have a saved transcript from the conversation if needed... thanks

 

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Message 2 of 13

Re: Charged for a hub exhcange?? please help

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If you were out of contract, then there would be a charge for a new hub unless you had agreed to re-contract.

 

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rodleydragons
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Message 3 of 13

Re: Charged for a hub exhcange?? please help

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According to the email i have the renewal is July 27th?  Surely even if i was out of contract however instead of just saying "I will send you a replacement" there should have been some conversation regarding a charge for it???

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Message 4 of 13

Re: Charged for a hub exhcange?? please help

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The charge may have been due to the fact that you upgraded to the new home hub?

 

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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rodleydragons
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Message 5 of 13

Re: Charged for a hub exhcange?? please help

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Thank you for that.  I didn't ask for any upgrade, the person i spoke to simply said they would send a replacement, at no time during the conversation was there any indication of it being upgraded.  I was very surprised when I got the hub 6 and assumed that this was just what was done now when replacing to keep tech up to date.  

I appreciate you flagging this, I am quite stressed about it now 😞   

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Moderator
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Message 6 of 13

Re: Charged for a hub exhcange?? please help

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Hi @rodleydragons and thanks for posting.

 

I'm sorry for any confusion with the charge being raised. I'll be happy to take a look at this for you. Can you please drop me over an email with your details. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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rodleydragons
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Message 7 of 13

Re: Charged for a hub exhcange?? please help

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Hope i did it correctly.. i have contacted you now  Your enquiry reference number: *****-*****   thanks.

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Moderator
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Message 8 of 13

Re: Charged for a hub exhcange?? please help

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Thanks for confirming that @rodleydragons. We deal with cases in turn so once you reach the top of the queue either myself or one of the other mods will be in touch.

 

Cheers

 

David

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rodleydragons
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Message 9 of 13

Re: Charged for a hub exhcange?? please help

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Still not heard anything yet and getting more and more concerned. 😔
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Message 10 of 13

Re: Charged for a hub exhcange?? please help

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The moderators normally get back to you in two working days. If they are busy this can take a bit longer but they will get back to you.

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