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Message 1 of 4

Home phone PAYG problem.

Back story -

 

Joined bt broadband back in January. More specifically, the BT essentials no income tariff. May I phone them to ask to add the home phone onto the tariff. Seemed straight forward over the phone, I was told it would be an extra £5 a month which was fine.

 

A month later I check my account to find a phone bill for £85.99. No email or mention of this over the phone at the time to say I'd be put onto a PAYG tariff.

I phone them and I'm told once the bill is issued to call them and say I've had a bill shock and that they would most likely take the payment but I'll be refunded. She also changes the tariff so it's no longer PAYG. Well, that's what we were hoping. 2 weeks later I see that it's still charging for phone calls so I ring them up again and they do the same thing - place a new order for the no income broadband and home phone package. 

A couple of phone calls later I'm told the extra charges will be refunded, thankfully. And they got their manager to do the change the tariff again because for some reason it was still charging me as if I'm on a PAYG tariff! 

 

Well today I've had another look and lo and behold it's still charging for every phone call. 

 

Just to add that every single phone call I've made I've been told conflicting advice on the charge for the tariff I should be on. One person said it's an extra £10 a month for the landline, someone else said £5, another said it should be free. 

 

I'm getting so fed up. I wouldn't mind but I don't even use the house phone..it's for my elderly mother in law. When I do call BT I'm on hold forever. I don't have time to be phoning them every other day and having countless emails telling me thanks for my order. I'm going round in circles.

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Message 2 of 4

Re: Home phone PAYG problem.

Totally confused by your post, but your choices are PAYG and pay for each call made at 28p/minute or unlimited minutes at £10/month. You need to decide if the number of calls made on PAYG would exceed the cost of unlimited calls.

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Message 3 of 4

Re: Home phone PAYG problem.

If you add a call facility to the social tariff broadband, it costs £2 a month more than just broadband , the calls are on a PAYG basis , or £10 more ( on top of the broadband charge) in which case any  calls are included ( UK landlines and mobiles,  obviously some limits , not premium rate, international calls etc )

so if you are paying £2 more than you were for broadband ,  you are on PAYG and quite correctly each call is chargeable, if you pay £10 more per month , then each call almost certainly is included , this is the rate applied after November 2023 and is for those adding telephony to standalone broadband 

So what are you paying now , £2 or £10 more than before ?

 

 

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Message 4 of 4

Re: Home phone PAYG problem.

this is the home essentials packages available in January which package do you think you ordered?  have you checked MYBT to see if that shows your package

https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-...



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