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Srdscott
Beginner
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Message 1 of 19

Completely at a loss and stressed with BT

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I’ve been a customer of bt for over 2 years. I had by broadband which I was happy with. So much so I decided to opt for the full by service (tv, broadband and mobile). I took all of these together as each service discounet another. It was a great deal. As my broadband still had a few months to go I had to re entered a new 18 month agreement which I was happy with. A few months past without an issue. However, my bills starter shooting up (£30). I started to look through my account and it appeared that my broadband shot up. I called by and was told that as my broadband deal had ended I had to pay full price. As I said previous I signed up again for the deal. I even told bt I had the emails to show the contract I signed up for. They just would not listen to what I was saying. Eventually submitted I agreed to start the new contract, paying the full price for the previous month even though I should have been paying. Another month passed and the same thing happened this time it took even longer to tell my tale. Again, I had to sign up for broadband yet again. This time I received a credit for the previous months over charge. 3rd month became even more farcical. My bill was over double the last bill as they claimed I underpaid. The underpayment was the credit I was given. This time I was raging by this point. After over a combined total of 18 hours of phone calls I was passed from department to department with staff that didn’t understand what I was taking about or the others didn’t care!! I had had enough and told them to take everything back and cancel my account. I had to pay an over inflated final bill but it thought I can’t take anymore of this nonsense and paid. Now I’m getting a letter saying I owe the same amount of money to break my contract AGAIN and if I don’t pay my case will be sent to a debt collection agency. Can I take legal action on this as I can’t get anywhere with bt and their multiple non communicative departments? I’m no becoming ill over the past few months with this circus.
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18 REPLIES
Distinguished Sage
Distinguished Sage
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Message 2 of 19

Re: Completely at a loss and stressed with BT

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I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. They are very busy at present so once you have replied to them by the link, it can take 48 hours for them to re-contact you.


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-Richie-
Aspiring Expert
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Message 3 of 19

Re: Completely at a loss and stressed with BT

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@Srdscottwrote:
As my broadband still had a few months to go I had to re entered a new 18 month agreement which I was happy with. A few months past without an issue. However, my bills starter shooting up (£30). I started to look through my account and it appeared that my broadband shot up.

When you took the BTTV service, did you renew the broadband at a new rate for 18 months ? because having BTTV means BT broadband is a requirement, so my guess is your broadband was renewed for 18 months but no new promotion was applied, which is why a few months later when the original promotion ended, you were then billed the standard rate without discount.

On your order confirmation for the BTTV service, does it also show you have a new promotion applied to the broadband separately with it's own ongoing monthly cost or does it simply state that you have renewed your broadband for 18 months ?

I hope you get it all sorted out though, good luck Smiley Happy

Srdscott
Beginner
323 Views
Message 4 of 19

Re: Completely at a loss and stressed with BT

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I’m unsure at what level the broadband was applied but what I can’t twll you is that on the same call I:

renewed my contract for 18 months of broadband with bt honouring £29.99.

Purchased mobile and tv


My email led contract confirms all of ithis.
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Moderator
Moderator
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Message 5 of 19

Re: Completely at a loss and stressed with BT

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Hi @Srdscott,

Welcome to the Community and thanks for your post!

I am really sorry to see you have had such a tough time lately.  18 hours is a long time to be on the phone in total and I can definitely appreciate how that made you feel.

As you have been going round and round in circles and you're no further forward you can send us over your details and we'll give you a hand from here.

Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

 

Community ModeratorRobbieMac
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Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
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Srdscott
Beginner
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Message 6 of 19

Re: Completely at a loss and stressed with BT

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Hi there,
Under you’re photo there is no link. Only an unfriend button.
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Moderator
Moderator
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Message 7 of 19

Re: Completely at a loss and stressed with BT

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Hi @Srdscott,

If you click on my username you'll see the "Contact The Mods" link in the "About Me" section of my profile.

Thanks

PaddyB

Community ModeratorPaddyB
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Srdscott
Beginner
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Message 8 of 19

Re: Completely at a loss and stressed with BT

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Sorry I managed to cluck on your actual profile rather than the link to your profile and the message button appeared
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Community Manager
Community Manager
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Message 9 of 19

Re: Completely at a loss and stressed with BT

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Hi @Srdscott I left a message for you, sorry I missed you. I replied to you via email as I need a few more security details before I can get this investigated further. Please get back to me when you can, and we'll get this all sorted out for you.

Thanks

Community ManagerStephanie
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Nicha1984
Beginner
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Message 10 of 19

Re: Completely at a loss and stressed with BT

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Is there a way to contact you direct please?
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