I too was surprised to discover an apparent 25% rise on my “broadband” bill. I had expected a 9.3% rise. Trying to get BT to explain was a disaster of uninformed agents, dropped calls, suggestions I downgrade my broadband and repeated refusals for a manager callback- time totally wasted. In the end I discovered - as others here - that BT applied the price rise to my already paid Advance Line Rental. I have several problems with this. First, the BT ALR pages refer to “pay in advance” with no mention that an already paid service can be surcharged at a later date. Secondly, the BT consumer price guide which includes this 9.3% rise mentions ALR three times without any mention of it being subject to the rise. Finally, several independent websites state that by paying in advance you avoid mid-term price rises. Obviously those independent “advice” websites are not BT sources but they do suggest that any reasonable person - in the absence of BT evidence to the contrary - would think an ALR bill is settled once paid until renewal. Finally BT’s terms and conditions do mention price rises can apply to multiple services (broadband and line rental being separate for BT purposes) but only when you’ve read 6,700 words of T&Cs. I think we can safely say that if it’s not on the BT ALR pages, BT staff can’t explain, it’s not in the latest consumer price guide and only 6,700 words into the T&Cs BT has hidden it so well that this ALR surcharge is well hidden and contrary to normal commercial practice. If I book a holiday the company clearly tells me there might be an increase in price / surcharge before departure. That is honest and reasonable. BT apparently sees no reason to be so transparent with its customers.
