BT are getting sly, and crafty - HotUKDeals
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BT are getting sly, and crafty

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Ages ago I signed up to BT online billing so as well as a paper bill I could check it online and budget better for the bill coming, this meant I could still have my paper bill as I prefer them because…
harlzter Avatar
9y, 1m agoPosted 9 years, 1 month ago
Ages ago I signed up to BT online billing so as well as a paper bill I could check it online and budget better for the bill coming, this meant I could still have my paper bill as I prefer them because they are easier to double check and are useful for when you need proof of ID.

Earlier in the week I got an email saying they where switching ALL online customers to fully paperless billing. No dsicount to represent the cost saving to them just that all online customers HAD to go to paperless well I was less than happy about this due to the reasons above of why I personally prefer paper billing so I hastily fired an email back to them saying as much as well as the fact their website is often painfully slow for me and that I believed they had done it so as they could sneak charges up without customers realising as easily! As soon as I hit send I thought oops I shouldnt have done this in this tone, however logging into my email this morning I found a reply saying we are very sorry to hear of your complaint we will swith you back to paper billing and as a gesture of goodwill give you a £5 discount on your next bill.
So if you want to go back to paper bills and have been put on paperless against your will complain it works wonders!
harlzter Avatar
9y, 1m agoPosted 9 years, 1 month ago
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#1
in a dispute with bt at the moment regarding a line installation..

They installed my line at my parents house for 129 pounds i think it was and then i got a letter through a few weeks before i was moving into my own flat telling me my line had been ceased!!!!!! disconnected and when i rung to find out wtf...i had never had a line or the internet.

So they agree when i move they will reinstall the line free of charge new number etc...and now i just recieved a bill for 129 pounds...an absolute joke.....and 4 hours of conversation and still no where there advisors...dont advise!!
#2
They did the same years ago, I just stoped using the online service.

Then they made it available again.

I have my Father signed up, he has never used the internet and has never had a computer but as he is 84 I find it handy for reporting his faults and keeping an eye on his bill.

EDIT
I just phoned up 0800 800 150 (India Grrrrrrr) and they know nothhing about it.

I wont be happy if they are, maybe it's as people get switched over to the new billing system (WLR3).

I call is What a Load of Rubbish.
#3
I'm also having problems with BT. I just rent my line from BT, I stopped getting my calls from them a couple of years ago when the increased costs without informing their customers. On this month's bill (online, they stopped sending me paper bills without my consent) there was a charge for the 1571 (answerphone service) which had always been included in my rental, when I queried it they said that they'd introduced this charge in August for all customers who didn't make at least 2 calls a month via BT. I've now written to them 3 times asking why they didn't inform their customers of this charge and why it is advertised as a free service on their website. Each time they tell me why I've accrued the charge and how to avoid it by making calls through them! This isn't the first time BT have changed the terms of their contract without informing their customers and they then leave it to their callcentre in India to try to explain the unexplainable! I know it's only a small amount but I am now going to take it up with Oftel
#4
i worked in the bt call centre and all over the walls theres big posters advertising there helping the world by not sending out paper bills, i was part of the line reconnection team and saw how poorly the customers are treated, basically we took peoples information and passed it accross to a team that could deal with the problems in getting there lines connected or a line installed, but then the problem was they wasnt fully trained and didnt have the correct logins for the computer, so they received someones information and didnt know what to do so closed it off and set to complete, so customers was calling up 5 or 6 times to find out why there line wasnt working, because half the people didnt have the correct logins there was up to 3 people sat at a computer just basically f**king around disturbing those that was capable of doing the job, bt is just a big joke
#5
May as well let off some steam whilst I am here - I hate BT and I aint even managed to get a line from them yet!

Have always been with Virgin until we moved into a brand new development and Virgin couldn't provide for us there so we had to go through BT.

Ordered a line in August, have since waited in 8/9 times (no exaggeration) and no-one ever comes!

On 3 occasions they went to some random address miles from me because they have linked me to it. They couldn't manage to permanently change my address back so had to make a new order.

Couldn't believe it when I saw them on BBC Watchdog doing the same to many other people, but though "Well at least they haven't started mistakenly charging me like some other people". Lo and behold, this week a 162 pounds bill drops on my doormat for the installation they were supposed to do on 18th Dec and 3 months line rental!

When you phone you are on hold for easily an hour at times and I have had to get my old mum to phone them or drag my kids to the phone box! And no-one knows what anyone else is doing, and they can't/won't phone the engineers to see if they are coming to me on their appointed day.

Sorry for the rant (probably too long for anyone to bother reading, anyway!) but they are so infuriating and I feel completely stuck with them and am forced to wait until they take their fingers out their backsides!!!
#6
dont trust BT - b* trollop. they'll never changed their stripes ... since them days when BT were the only telephone company. thank goodness there is a choice now, better competition which is good for customers. they shd consider dropping the 'British' in BT, really pants.
banned#7
Not had any problems with them yet but find their online billing very useful, you can customise each number on the bill by giving it a nick name so you don't have to remember loads of numbers. You can then filter calls by their cost, type of call either to a mobile, local, national or premium.
#8
chrysha;1374924
I'm also having problems with BT. I just rent my line from BT, I stopped getting my calls from them a couple of years ago when the increased costs without informing their customers. On this month's bill (online, they stopped sending me paper bills without my consent) there was a charge for the 1571 (answerphone service) which had always been included in my rental, when I queried it they said that they'd introduced this charge in August for all customers who didn't make at least 2 calls a month via BT. I've now written to them 3 times asking why they didn't inform their customers of this charge and why it is advertised as a free service on their website. Each time they tell me why I've accrued the charge and how to avoid it by making calls through them! This isn't the first time BT have changed the terms of their contract without informing their customers and they then leave it to their callcentre in India to try to explain the unexplainable! I know it's only a small amount but I am now going to take it up with Oftel


So why should BT give you a free answering service? As someone else said the UK market has been opened up to competition. It's well known that BT charge you for 1571 and the caller display you get as part of BT privacy, if you don't make 3 chargeable calls a quarter. Would Talk Talk or Sky give me free voicemail if I was paying BT for my calls? You hate BT that much goto a fully unbundled provider such as talk talk.
#9
BT ARE VERMIN

END OF STORY

Total farce, talk about poor managment........

Inadequate muppets more like; ahahahah :whistling:
#10
Paddy_o_furniture;1375284
goto a fully unbundled provider such as talk talk.

Dont get me started on Talk Talkstill having problems with non-existent debts from 18 months ago with them and have all the paperwork to prove it, constant visits from debt collectors who are only doing their job sit them down go through all the paperwork I have with them they say fair do's inform talktalk/crapphone warehouse who then pass it on to a different company to try and get money from me, it gets a bit more awkward when your cousin is a debt collection agencies area manager talk about embarrassing when your cousin knocks on your door to collect a debt! Luckily since he's had the case he seems to have managed to sort it for me (well its been 2 months now - the longest without threatening letters phone calls etc!)
#11
See, the grass ain't always greener. I don't think I have ever heard a good word about Talk Talk.
#12
numper;1375306
BT ARE VERMIN

END OF STORY

Total farce, talk about poor managment........

Inadequate muppets more like; ahahahah :whistling:

And your reason for this opinion????
#13
Every company has its pros and conns, people will be more likely to complain rather than give praise about any company. BT has opend the market due to OFCOM regulations to make it more competative which in the end makes it cheaper consumer. Even tho BT have the same rights as any other company, BT Retail still do alot of work for other companys which they shouldnt have to do. i.e. Fitting new lines when customers want the calls through another company 99 percent of the time the other company will refer you to BT rather than foot the bill them selves.
#14
I don't have a problem with BT phone service most of the time it's excelent.

But their customer service when you have a problem can be the pants.

When they decided to drop the discount for paying by direct debit I was not happy to get an extra charge, so I contacted BT and even the CEO directly explaining my grievance but was told it was a corporate decision.

OK I said, I can make a customer desision and switch my calls away from BT. I switched my provider to Primus Saver Option 2 (gives you free evening/weeekend calls for no monthly charge) I kept BT line rental, I also use 18185 for some calls.

My bill used to be £40 - £80 a month with BT, Now it's lucky to be over £12 and that has now been over many months. I calculate BT has lost well over £100 from me and I have saved over £50.

But do you know the best thing and it still makes me laugh, I still pay the same way I did before using online banking, but I did sign up to direct debit but they have never used it as I still pay ontime just has I always did. But now they give me a discount of £1.50 a month or £4.50 a quarter.

So who lost out?


BT did.

Another rant over.
#15
razta;1375511
Every company has its pros and conns, people will be more likely to complain rather than give praise about any company. BT has opend the market due to OFCOM regulations to make it more competative which in the end makes it cheaper consumer. Even tho BT have the same rights as any other company, BT Retail still do alot of work for other companys which they shouldnt have to do. i.e. Fitting new lines when customers want the calls through another company 99 percent of the time the other company will refer you to BT rather than foot the bill them selves.

No thats Openreach (a BT Group company) that physically fits the lines. BT retail are a service provider, much the same as Sky, AOL, Talk Talk, Cauldwell Comms. Most provides are done for BT retail, however WLR3 (wholesale line rental) will change that and you'll be able to go directly to your chosen service provider for your provision of service.
#16
They should give me free answer 1571 because they advertise it as included in the rental charge. My contract with BT says that when I rent the phone line from them, answer 1571 is included, their rental is more expensive than anyone else's - I went with them because answer 1571 is included. They changed the terms of the contract without telling their customers.
#17
Paddy_o_furniture;1375641
No thats Openreach (a BT Group company) that physically fits the lines. BT retail are a service provider, much the same as Sky, AOL, Talk Talk, Cauldwell Comms. Most provides are done for BT retail, however WLR3 (wholesale line rental) will change that and you'll be able to go directly to your chosen service provider for your provision of service.

What I meant was that other providers can set up new lines for their customers by going to Openreach however instead they refer the customer to BT Retail to place the order and BT Retail has to charge the customer the openreach instalation fee.
SKY are now arranging new lines to be installed for their ustomers however they dont advertise it because its cheaper for them and ervice providers to get BT Retail to do the dirty work.
1 Like #18
Complain to the CEO I think it is, I had the same problem last year twice, had a phone line already installed, they "lost" the records of it ever being used, so I complained and got the charge refunded, then when I moved I had a new phone line installed but they promised it free due to complaining about my bill then charged me so I went to the boss again and got it refunded.

Then recently when they lost my direct debit details and charged me a late fee I had no luck or even reply from regular complaints so went above and got the charge refunded and a free month
#19
chrysha;1378999
They should give me free answer 1571 because they advertise it as included in the rental charge. My contract with BT says that when I rent the phone line from them, answer 1571 is included, their rental is more expensive than anyone else's - I went with them because answer 1571 is included. They changed the terms of the contract without telling their customers.

I don't actually think it's called line rental anymore, I'm sure it's a service charge now. Everybody wanted BT split up and the UK comms market opened up to more companys, OFCOM makes this happen and all people do is moan. BT ain't a charity it's a PLC and has shareholders to look after.

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