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simmonsm
Aspiring Contributor
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Message 1 of 16

Migrated away and BT still charging for broadband! OFCOM here we go...

Title says it all really. We applied for our MAC via the BT website and handed it to the new bb supplier who took it up and started our new BB on the 2nd August 2012. Then last week (3 weeks later) the normal BT phone bill is still showing the BB charge as if we were still with BT for BB!

 

So, phoned the bt listed 0800 number and got the usual Indian call center run around. First they said there was a fault on the line. Then after refusing to accept that as a reason they said the proper transfer process hadn't been followed. Asked for 'Geof's manager and got the same flim-flam. Been using the new service provider for 3 weeks with their supplied equipment and network credentials so how the stuff can BT not even know or recognise this ?! Spoke to a technical person for our new BB provider who said he'd seen this a lot as he recogned that BT just needed to examine their own records in more detail. Very happy with new provider but BT is still a Total Nightmare so now we'll ditch their phone rental as well and complain to OFCOM about these charges. 

Oh, and if ANYONE with a modicum of intelligence at BT has any ability to sort this mess out our account number is TH********, you know the phone number to call us on (I presume !).

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Moderator
Moderator
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Message 2 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...

Hi Simmonsm

 

Welcome to the forum.

 

I can have this investigated to find out why you have been billed for Broadband.

 

Please send us an email using the contact us link in my profile you can click on this link in the section 'About Me'.

 

Thanks

 

Stuart

Community ModeratorStuartH
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simmonsm
Aspiring Contributor
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Message 3 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...

Stuart, I'm not quite sure how you want me to make this issue any clearer. I've found the link under your profile and filled in the form as I presume that is what you wanted me to do although I have to say that the average non-IT person would be hard pushed to copy the original thread URL and paste into that form.

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Distinguished Guru
Distinguished Guru
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Message 4 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...


@simmonsm wrote:

I have to say that the average non-IT person would be hard pushed to copy the original thread URL and paste into that form.


That's a bit patronising innit?

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simmonsm
Aspiring Contributor
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Message 5 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...

No No, No, not at all (now that would be Patronising). It is from MY experience helping people with their IT issues every day and just maybe it could be considered a helpful and constructive suggestion for BT to take on and make it easier for people to get help from these forums.

So, did you actually see the form in question and the wording where it asks for the user for that information then ?

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Distinguished Guru
Distinguished Guru
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Message 6 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...


@simmonsm wrote:

So, did you actually see the form in question and the wording where it asks for the user for that information then ?


Yes and I've used it, like many others who know how to copy and paste even though they may not be IT persons. I visit the forum a lot and can count on the fingers of one finger the number of people I've seen struggle with the process.

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simmonsm
Aspiring Contributor
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Message 7 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...

Good for you.

I live in the world of dealing daily with folks who struggle to understand what a 'thread' is let alone a URL.

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simmonsm
Aspiring Contributor
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Message 8 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...

Stuart, as I've not heard anything back from you or BT, should we still write a letter of complaint about this issue or have you been able to assist with this ?

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Distinguished Sage
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Message 9 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...

takes up to 3 working days for the forum moderators to get back to you as every email they receive is dealt with personally and in turn Stuart or one of the mod team will contact you either by email or phone the mod team are a UK based team of BT Specialists who will take personal ownership of your problem until resolved
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simmonsm
Aspiring Contributor
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Message 10 of 16

Re: Migrated away and BT still charging for broadband! OFCOM here we go...

thanks. that was helpful information that I didn't know.

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