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Foiled
Aspiring Contributor
164 Views
Message 1 of 5

URGENT - over broadband allowance

Hi,
Rejoined BT on Monday, on the super fast infinity 2 unlimited package at £39.99 a month.

Tonight I received an email saying I’d used 35gb of my 50gb allowance and I would be charged £2.20 per gb over allowance. Alarmingly, I check my online account, and it states I’ve used 37gb of my 30gb allowance!!

Now rather fraught I’m going to get charged several hundred £ if I keep on using bt broadband despite being on an unlimited package. Sadly the telephone complaints don’t open until 9am and the live chat is as useful as a chocolate teapot.

Not a great start to my BT broadand experience.
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4 REPLIES 4
Distinguished Guru
157 Views
Message 2 of 5

Re: URGENT - over broadband allowance


@Foiledwrote:
Hi,
Rejoined BT on Monday, on the super fast infinity 2 unlimited package at £39.99 a month.

Tonight I received an email saying I’d used 35gb of my 50gb allowance and I would be charged £2.20 per gb over allowance. Alarmingly, I check my online account, and it states I’ve used 37gb of my 30gb allowance!!

Now rather fraught I’m going to get charged several hundred £ if I keep on using bt broadband despite being on an unlimited package. Sadly the telephone complaints don’t open until 9am and the live chat is as useful as a chocolate teapot.

Not a great start to my BT broadand experience.

If your package is Super Fast Inifinty 2, then it is unlimited in usage and you should not get charged or indeed see any allowance limit. There is a package called Superfast Fibre Essential 30GB, so you need to check what package you have actually ordered and have got.

You might need moderator assistance to sort out the problem if your ordered package was Infinity 2.

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Foiled
Aspiring Contributor
153 Views
Message 3 of 5

Re: URGENT - over broadband allowance

When I go into my online account, it states I’m on an unlimited package, but when I click on “usage” tab it gives me a 30gb allowance *shrug*
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Distinguished Sage
Distinguished Sage
145 Views
Message 4 of 5

Re: URGENT - over broadband allowance

There have a few posts previously just like yours and mods helped. I have asked mods to look at your account and they will post here



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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Moderator
Moderator
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Message 5 of 5

Re: URGENT - over broadband allowance

Hi @Foiled  Sorry that you are receiving these alerts when you should be on an unlimited usage profile. I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

cheers
John

Community ModeratorJohnC
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