New BT line - Getting forced into a calling plan - HotUKDeals
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New BT line - Getting forced into a calling plan

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8y, 6m agoPosted 8 years, 6 months ago
So I got a new BT line and after signing up and have the phoneline ready to use, I receive a letter from BT detailing the calling plan charges. BT put me in the Unlimited weeknight and weekend call plan and wanted to charge me £33 a month to pay for calling costs. I got them to change the £33 a month payment to a monthly direct debit that pays exactly the cost of my calls + line rental. At one point, I even got a staff that absolutely would not let me change my calling plan so I just told him to transfer my call to someone else. Finally, I got a foreign call center staff who keeps saying they cannot change it because a request from a higher authority needs to be submitted. So I told him to submit it but after a week, I receive another letter from BT saying I am still on the Unlimited weeknight and weekend call plan.

I tried phoning again today and again those foreign call center staff repeat the same thing to me and can only make a request for me from a higher authority so I explain my situation and there is nothing more they are willing to do.

This is ridiculous. First they try to take £33 a month from me and now they are not changing me to a calling plan that I wanted in the first place. What else can I do? I keep asking them to transfer my call to another person who is authorized to change my plan but they won't do it for me. Anyone know what BT number I can call to speak someone with more power? I thought about putting my request in writing but it probably will take another month before I can get this sorted so I would prefer to speak to someone who can help by phone.
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8y, 6m agoPosted 8 years, 6 months ago
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#1

I tried phoning again today and again those foreign call center staff repeat the same thing to me and can only make a request for me from a higher authority so I explain my situation and there is nothing more they are willing to do.


Try putting your deepest voice on, and telling them that you're God.
#2
This is exactly why I want to get away from BT. Of my £90 bill £35 is going on rental charges! There must be a better way. someone on here advised me to look at [url]www.phonecoop.co.uk[/url]
#3
Although I just looked on [url]www.bt.co.uk[/url] and it seems to me that you can just pay a line rental without having a forced plan. I just want a phone line so I can use the internet. I will give them a call...wish me luck...I only have an hour so can't do it yet. Let me know if you come up with anything.
#4
Yeah, I only wanted basic line rental so I could move to a different provider (talk talk) and they put me onto a call thingy meaning I was trapped in a contract and they're trying to charge me £70-odd for moving to talktalk. I didn't even know I was in a contract, the woman on the phone assured me it was just basic line rental. Stupid rip off BT. If other companies can afford to charge less, then why can't they?
#5
I had real trouble understanding what was being said to me. He couldn't understand me either. What a nightmare!
#6
Anyone who sign up with BT will have to be in a minimum 12 month contract for unlimited weekend. The unlimited weeknight and weekend plan is also 12 month but it is a renewable contract.

As for the £33 monthly that they tried to force me into, it includes the ~£12/month line rental and the remaining balance of ~£21 would be used to pay for call charges. I managed to get this sorted so I only pay for exactly what my bill is monthly.
#7
I have just threatened to take BT to court for this very thing, and won. They backed down.
They are under investigation by Trading Standards and Ofcom for this issue.
You will need to complain in writing, recorded delivery, at this address :

Mrs Jillian G Lewis
Customer Service Director
BT plc
Correspondence Centre
Durham
DH98 1BT

Also contact Ofcom on the website and make a report there as well. The more they get, the more ammo they have to get a conviction against BT.

That said, you will pay £10 a month line rental anywhere for a landline, and all require an initial 12 month contract. Sky being the exception, but then you have to have a BT line in the first place before you can have a Sky landline.
#8
scabbers
I had real trouble understanding what was being said to me. He couldn't understand me either. What a nightmare!


lol I don't know your exact situation. But the first time I called BT, I had to argue with him why I do not wish to be on the unlimited weeknight and weekend plan. I had to repeat myself 3-4 times and he still pretend not to understand and kept persuading me to keep the plan. He finally said he can switch for me if I want, but again tried to persuade me to not change my plan once more. I could tell he probably is instructed by boss to keep customers on this plan or he would get in trouble so I finally told him that if he want, I can hang up and call again to speak with someone else. And he happily offered to transfer my call.
#9
KDH001
I have just threatened to take BT to court for this very thing, and won. They backed down.
They are under investigation by Trading Standards and Ofcom for this issue.


hi KDH001, are you referring to my post about their refusal to change the calling plan for me?
#10
Slash
hi KDH001, are you referring to my post about their refusal to change the calling plan for me?


Yep.

I was put onto the unlimited weekend and night call. I changed my mind the next day as I did not want a renewable contract and they refused. Claimed the DSR did not apply to them nor did the sale of goods act. Not since 1st April this year. I don't know why, and neither did ofcom or trading standards.
#11
thanks KDH001. I'll keep that address handy if they again refuse tomorrow when I call.
#12
I have this same problem. I have just joined them and they are doing the same to me but i am on the understanding it is still the same price line rental and you get evening and weekend calls for the same price and that the £33 is in case you make loads of phone calls. I havent tried to get them to change it yet but i will be doing so!
#13
hollypinder
I have this same problem. I have just joined them and they are doing the same to me but i am on the understanding it is still the same price line rental and you get evening and weekend calls for the same price and that the £33 is in case you make loads of phone calls. I havent tried to get them to change it yet but i will be doing so!


Yes its the same price for either plan for the first year however, you will need to pay for the additional fees after the 12th month if you take the unlimited weeknight and weekend plan. But also remember the unlimited weeknight and weekend plan is a renewable contract every year so if you signed up on June 2009, you will have to sign another 1 year contract in June 2008. For unlimited weekend plan, you will not need to sign another 1 year contract in June 2009.
#14
Bt are complete ar$340les (excuse the language ) we were with them for nearly 10 years without a problem, but my wife was hospitalized again late last year so i was off work and on low pay for 4 1/2 ,months , when i phoned bt to inform them that i would have a problem paying the bill but it would be paid as soon as i could they became really snotty, i received 8 letters within 2 weeks of the bill arriving then the phone was cut off, 2 days after that a nice letter informing me if i didnt pay up in full they were passing it onto a debt collector, then after phoneing them at least twice a day for a fortnight i got another letter warning me about debt collection 2 days later i get a letter from moorcroft debt collectors. We are with virgin now who i know are not much better but at least when i explained to their staff what was going on they were fine about it and in the end my bill lapsed 3 months before i paid it in full.

I used to think bt were the best, theyre not theyve proved they have no customer support at all and have no consideration for their customers who through no fault of their own are faced with temporary financial problems due to serious illness. Ill send semaphore or morse code before i ever use them again.
#15
sigma
BT often have more suitable plans available but seem to do their best to keep them hidden. I've read about BT BAsic which is a low cost plan coming out in June for new customers with reduced costs/charges, but it's getting very little mention yet it's for those on low incomes who would benefit the most from savings.

Thanks, I've registered for info on that. How did you find it? Maybe you should post that on MISC or something. Might really help some more people out :thumbsup:
#16
scousethief I agree. BT lack support for their customers.

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