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Message 1 of 5

Problems paying LATE bill! Please Help

First of all I would like to say Hi to everybody and apologise if this is in the wrong place.


We signed up to BT broadband and phone three or four months back and as of yet haven't paid the bill.....But, firstly we never received our first three months free like we signed up for, secondly we set up a direct debit in the third month which failed (all we can think of is it was due to us changing banks around the time) and thirdly my husband had to leave his job due to him being diagnosed with Arthritis and Fibromyalgia Syndrome and no longer been able to work.
This has left us with a total bill of £220.42 and this morning we received a Termination Notice asking us to pay £175.08 (the extra £45.34 is this months bill) immediately or our service will be cut off on the  2nd of May. We are obviously no longer in a position to pay the whole amount, but we DO want to pay it by instalments alongside future bills and keep our service connected with BT!

Our proposal is to pay this months bill of £45.34, leaving the £175.08 to be split into four monthly instalments of £43.77  commencing from, and to coincide with next months bill! Hopefully this can be set up as when we tried to set something similar up last month the  man on the other end of the phone said there was nothing he could do other than to take a full payment (£175.08) or pass us through to disconnections which obviously we didn't want so left it at that and tried to come up with the money some other way which we unable to do.


Please help as we do not want to lose our connection. 


Thank you for reading.



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Distinguished Sage
Distinguished Sage
Message 2 of 5

Re: Problems paying LATE bill! Please Help

try the online chat 

live chat

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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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Message 3 of 5

Re: Problems paying LATE bill! Please Help

Firstly I would like to apologise for my username as a moderator asked me to change it because it might upset some of the members.  I tried to change it after registering yesterday but I can't find a way of doing so.  I probably created it through frustration at the difficulty Bt have put in place of actually obtaining any real help.  Time and again I noticed on these forums a link to online chat help instead of some proactive help such as someone from BT actually phoning up the customer who needs help.

I was hoping to request more time to pay my latest bill after being a customer of BT for over 12 years and always paying my bills on time.  I have had to pay the processing charge every three months since they were introduced so BT have had plenty of free money off me in that time.  Not only that, they also introduced a charge of £3 a bill for the 1571 service that was always free in the past unless you make at least 6 calls.  That means I have had to make those calls even if I didn't need to just to avoid a £3 charge on my bill.

Every month or so just like everyone else I get calls from orange and virgin asking if I want to switch from BT and save myself some money and like a fool I have always told them that I never change providers for any service but after experiencing the difficulty to find help when you need it with BT the next time they call me I am going to be very tempted to switch just because of the appalling help BT offers.  I was never aware of how bad the help was with BT.

I just wanted to obtain more time to pay my latest bill that I received stating payment bt 21st july. This was the first bill and not a final reminder and I wanted to be able to pay this bill fully on the 7th august.  I am seeking help and confirmation for peace of mind but all the information available from BT suggests threats and late payment charges. BT have had plenty of easy money from the poor customers, how about some decent efficient help for a change.





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Distinguished Sage
Distinguished Sage
Message 4 of 5

Re: Problems paying LATE bill! Please Help

If you would like to try Live Chat they should be able to help you, as they specialise in billing.


The other option is to e-mail BT here  Send an e-mail to BT


If all else fails then,

If you would like to contact one of the UK based BT Care Team who moderate this forum, they may be able to help you.


They can be contacted using this link BT Care Team


They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.


Forumhelp (Private website) Lots of additional information and help.
You will need to be connected to your home BT Broadband connection to view it, or any links to it that I post on this forum.

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Message 5 of 5

Re: Problems paying LATE bill! Please Help

can i just add that im new to the forums..i joined 30 minutes earlier from posting this comment..i needed help with my bill 3 weeks late on my bill, and need another 3 weeks to pay...


i joined this community--confirmed details--- spoke to live chat--- help got it sorted...all within 30 mins..


this in my opinion is true, proper customer servive..thnx B.T. you have saved me from lack of sleep, and constant worry...

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