Advice please - BT have got our order wrong - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HUKD, you accept our cookie and privacy policy.
Get the HUKD app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit
Expired

Advice please - BT have got our order wrong

hero9989 Avatar
5y, 7m agoPosted 5 years, 7 months ago
We got a phone call from BT on Monday in reference to us registering an interest in BT Infinity before it became available. We went through the order process over the phone, the woman confirmed that we would be getting a brand new infinity home hub, 30.9mb download speeds with an anytime calls package.

We got an email today saying we have used 7GB of our 10GB usage limit on our BT Total Broadband option 1 package. WTF? They're saying we will be charged if we go over our 10GB usage limit (by the way, we went from total broadband option 3 (unlimited) to infinity option 2 (again, unlimited)). We checked our order reference and it's saying we have indeed ordered option 1 and that our new ADSL (useless for Infinity which uses VDSL) homehub will arrive soon. It states we have signed up to a 12 month contract (even though the person on the phone said it was an 18 months). Nothing in the order adds up to what we signed upto over the phone!

My dad works from home so the remaining 3GB is not enough to last even the rest of this week, let alone another 3 weeks!

What should we do other than shout at them over the phone when their lines open? Anyone been through this? What should we be doing? :/
hero9989 Avatar
5y, 7m agoPosted 5 years, 7 months ago
Options

All Comments

(13) Jump to unreadPost a comment
Comments/page:
#1
Get the details (name, date & time) of whoever handled the original call when you placed the order as all this will be logged in the Customer Contact Log, and then get them to pull up the origianl info including the recording of the call.
Tell them to cancel everything if they are not prepared to sort the mess out and that you wil be contacting Oftel if they do not deal with this issue.
#2
Chillax, the first time you go over the limit, you wont be charged. The second time you defo will though.
#3
Are you sure you signed up with BT and not CCA - who possibly phoned you and offered you the deal?
#4
bargain surfer
Get the details (name, date & time) of whoever handled the original call when you placed the order as all this will be logged in the Customer Contact Log, and then get them to pull up the origianl info including the recording of the call.
Tell them to cancel everything if they are not prepared to sort the mess out and that you wil be contacting Oftel if they do not deal with this issue.


Where is this customer contact log? Or would we call them and get them to look it up?



mos2566
Are you sure you signed up with BT and not CCA - who possibly phoned you and offered you the deal?

I have no idea who CCA is? But they said they were BT?
#5
whatsThePoint
best thing to do is leave it until gone 1 in the morning when most people have gone to bed and then post on here asking for help, oh wait... :|

In our defence, dad didn't check his emails until just before bed (as he usually does) and I seem to be getting responses anyway... lol
#6
The homehub they will send you can be used on infinity too.
1 Like #7
whatsThePoint
best thing to do is leave it until gone 1 in the morning when most people have gone to bed and then post on here asking for help, oh wait... :|


OP, he won't add anything to the thread he will just bait you
#8
Don't BT normally send confirmation through a letter?
Didn't you notice on the letter the details were different and if they weren't different you have your evidence there of the original order in black & white
#9
whatsThePoint
linuxlinks
whatsThePoint
best thing to do is leave it until gone 1 in the morning when most people have gone to bed and then post on here asking for help, oh wait... :|


OP, he won't add anything to the thread he will just bait you


I think you'll find i added comedy (as already laughed at by op)
What did your post add? :|


It raised awareness of your trolling...
#10
stefromuk
Don't BT normally send confirmation through a letter?
Didn't you notice on the letter the details were different and if they weren't different you have your evidence there of the original order in black & white

We haven't received it yet (though I assume it'd come with the homehub that's already in transit to us). Just about to call them so I'll see what happens...
#11
Give BT customer service a ring - they've been fantastic for me.

I was with Sky for everything, switched to BT as it was in the paper that "superfast" broadband was coming to the area.. Their lingo for BT Infinity - after speaking to the BT regional director by email it appears there was some confusion with the quote from him.. So it wasn't actually coming for a long time..

Customer services asked me to send them copies of the emails, so i could prove i had ordered it under that assumption.. Even then, they didnt really have to help me out, as i was all activate and now under contract... But they did...

They gave me the option to cancel, or they'd drop my 18 month contract to a 12 month one.. And price match what Sky Broadband / Calls would be. So i stayed with BT..

It's so nice ringing through to customer services and getting somebody who speaks good English and lives in this country, rather than a call centre out in Indian who are sod all help when you need it. So glad to be off Sky.

Edited By: spritey on Apr 23, 2011 14:38
#12
whatsThePoint
linuxlinks
whatsThePoint
linuxlinks
whatsThePoint
best thing to do is leave it until gone 1 in the morning when most people have gone to bed and then post on here asking for help, oh wait... :|

OP, he won't add anything to the thread he will just bait you

I think you'll find i added comedy (as already laughed at by op)
What did your post add? :|

It raised awareness of your trolling...

LOL so your trolling* made people aware that i'd posted a comical line that your twisted fun lacking mind took to be trolling

*trolling is defined in most dictionaries (as well as other things) as posting off-topic messages, which yours was and clearly more off topic than mine (mine was related to the topic so not trolling as defined by a dictionary), so your a real troll i guess and this post should raise awareness of that :|

TBF his was directly related to yours so your both as bad as each other :D

just as i am for posting this oO

Edited By: joeprosho on Apr 23, 2011 14:57
#13
spritey
Give BT customer service a ring - they've been fantastic for me.

I was with Sky for everything, switched to BT as it was in the paper that "superfast" broadband was coming to the area.. Their lingo for BT Infinity - after speaking to the BT regional director by email it appears there was some confusion with the quote from him.. So it wasn't actually coming for a long time..

Customer services asked me to send them copies of the emails, so i could prove i had ordered it under that assumption.. Even then, they didnt really have to help me out, as i was all activate and now under contract... But they did...

They gave me the option to cancel, or they'd drop my 18 month contract to a 12 month one.. And price match what Sky Broadband / Calls would be. So i stayed with BT..

It's so nice ringing through to customer services and getting somebody who speaks good English and lives in this country, rather than a call centre out in Indian who are sod all help when you need it. So glad to be off Sky.


Called them and they were absolutely no help... Was a nice sounding Scottish guy but he didn't seem to help at all. He told us to call again on Tuesday when the current order has finished being processed. So we're stuck on the 10GB package. He did say that we wouldn't be charged if we do go over, but we have no way to record phone calls so we have no proof he told us that. But I guess we'll have means to fight our corner if we do get charged. I'll call again on Tuesday and see what happens. A bit dissapointed everything is being delayed but hey... Seems to be ok at the moment as long as we don't get charged.

Post a Comment

You don't need an account to leave a comment. Just enter your email address. We'll keep it private.

...OR log in with your social account

...OR comment using your social account

Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!