700 free minutes

[woodin43]

At the end of last year, I renewed my contract with BT and upgraded my fibre connection. I was assured by the person dealing with this that my landline 700 free minutes would continue as per my previous contract. I noticed on my January bill that this had not happened and I'd been charged for the calls. I telephoned to raise this and was told that I was correct and should be receiving the 700 free minutes. I was also told that a refund for the calls would be made. I haven't received the refund and I can see that my next bill doesn't have the 700 free minutes, so the situation hasn't been resolved.

[gg30340 · Accepted solution]

You will need to call BT Billing 0330.1234.150 and report that to them.

[iniltous]

Never has been 700 free minutes, if you mean you pay for the 700mins call plan so that you can make up-to 700 mins of ‘inclusive’ calls per month without any incurring any further cost , then this call plan should be shown on your documentation, is this call plan  shown on your bill ?

These days the 700 mins call plan seems difficult to arrange ( for BT broadband customers )  as PAYG or Unlimited Minutes seem to be the only options available , I’d check you were not moved to PAYG from 700 mins , you save the £7-£12 the 700 mins call plan typically cost , but obviously you pay for each individual call made .

[imjolly]

You can also try contacting billing using message now. https://www.bt.com/help/contact-bt/account-and-billing/broadband

There is no longer a700 minutes add on only PAYG or unlimited minutes and this would have changed when you renewed your contract last year

[Tim123]

500 Minutes and 700 Minutes are mentioned here in the small print under 'BT Home Phone' and also in the tariff guide. Neither is referred to in the former as being a legacy plan. The tariff guide says that 500 is no longer sold, but doesn't say that about 700 (although BT obviously no longer want to promote it).

The jump in price from PAYG to Unlimited is so great, it would be very unfair of them not to offer something in-between. Does anyone really need truly unlimited minutes, unless they are a business? Even BT's cheapest plan used to give inclusive calls to standard UK landlines at weekends. The value now is very poor. The old plans, which gave unlimited inclusive calls of up to 1 hour, made it much easier for users to keep track of their usage. Moving to monthly capped minute plans was a ploy to encourage people to sign up for the very expensive Unlimited so as not to have the worry of keeping track. And now, even those capped plans (promoted at the time as being more modern, in line with mobile phone operators' plans) are being squeezed out. Mobile phone providers offer several monthly allowance options, so this is a backward step.