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peterpiper
Beginner
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Message 1 of 5

Huge broadband bill after phone line crossed

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Openreach cut cable coming up our road, which they thought was unused. Next day cable was rejoined, but several houses had been given crossed lines. It was more than 3 weeks before we got our right number back.


BT eventually gererously agreed to pay £14.99 compensation, about £7 of that was a 'goodwill' gesture.
But then got broadband bill with over £100 for extra usage. Our scheme has a 10GB allowance, don't watch tv/films and would never expect more than 20GB usage total.

Question is how is broadband usage counted? I believe it's the usage on the line, so a TV/film package user being connected to our line would account for the excessive GB.


If usage was recorded against login (Username and Password) then it would be possible for someone on a different line to get internet using your login. So if you moved house you could just take your MODEM with you for instant internet access.
Hadn't thought that was the case, but our internet surprisingly kept working while theline was switched.

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Huge broadband bill after phone line crossed

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The bt hub username and password is the same for everyone the authentication is you actual phone line



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peterpiper
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Message 3 of 5

Re: Huge broadband bill after phone line crossed

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Thanks imjolly,
In that case it would look like we were being billed for the other homes usage for the weeks the lines were crossed.

Also "The bt hub username and password is the same for everyone" would explain broadband still working when the lines were crossed.

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JohnC2
Moderator
Moderator
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Message 4 of 5

Re: Huge broadband bill after phone line crossed

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Hi @peterpiper Sorry that you have incurred these excess broadband usage charges.

Please contact the Billing Chat Team and they will be able to sort this out for you. Post back and let us know how you get on.

Cheers
John

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peterpiper
Beginner
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Message 5 of 5

Re: Huge broadband bill after phone line crossed

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Seems to be sorted now.
On BT live chat, got transferred to BT faults and repairs team.
They will count the broadband amount used when the line was not with us, and the billing team should refund the necessary amount to our account. 

Just a shame that BT billings wern't aware that broadband usage would also need correcting., when we had previously called, explaining what had happened and requesting a phone refund. 

Thre should be some procedure in place, triggered when crossed lines have been reported, to auomatically prevent incorrect billing.
There should be no need for the customer to have to chase this, many would never even realise they had been overcharged. Even though I am fairly tech savvy, I had to post a question here to find how broadband usage was recorded.

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