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Standard User PaulKirby
(fountain of knowledge) Sun 30-Oct-16 12:01:19
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BT charging for fibre when we didn't have it :(


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Hey All

Well most of you already know that we was suppose to of originally had FTTP installed and go live on the 26th August.

Sadly due to a build issue at our Splitter Node (located the bottom of our road) it was delayed until October 13th for the external work and October 14th for the internal work where the fibre also went live.

Sadly FVA hasn't activated yet, so that's one issue that we are waiting to be resolved.

But the main issue is that BT have charged us Infinity 4 from the original go live date (i.e. 26 August) so that's two lots of £52 i.e. £107 even though it never went live until October 14th (i.e. 16 days ago) surly that's an error?

has anyone else had this issue and how did you resolve it?

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
Standard User B31
(member) Sun 30-Oct-16 14:21:37
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Re: BT charging for fibre when we didn't have it :(


[re: PaulKirby] [link to this post]
 
Call customer services?

Tweet BT Care?

Email the executive office?



BT ADSL customer getting 3.8 Mbps (0.7 Mbps up) on a new road / new build development
(It was around 1.6 to 1.9 Mbps when I moved in)
CAB not FTTC enabled, not part of the 66% commercial plan. Not a BDUK area. Hoping the council will let VM in-fill.
Standard User ukhardy07
(knowledge is power) Sun 30-Oct-16 14:40:10
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Re: BT charging for fibre when we didn't have it :(


[re: PaulKirby] [link to this post]
 
Give them a call 0800 800 150

They will refund it or apply it as a credit.


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Standard User PaulKirby
(fountain of knowledge) Sun 30-Oct-16 14:47:20
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Re: BT charging for fibre when we didn't have it :(


[re: B31] [link to this post]
 
In reply to a post by B31:
Call customer services?

Tweet BT Care?

Email the executive office?

Yeah I might phone my BT case handler on Monday, they told me that anything to do with our fibre should only go through them until the complaint has been signed off as completed by the Chairman of BT.

So I might try them.

If no joy I will email the chairman about this.

Thanks

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
Standard User PaulKirby
(fountain of knowledge) Sun 30-Oct-16 14:51:07
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Re: BT charging for fibre when we didn't have it :(


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
Give them a call 0800 800 150

They will refund it or apply it as a credit.

That number has an 80% chance of being answered by BT Overseas, who I don't want to touch this issue due to everything they touch they mess up.

Like I said in my last reply, I might try my first point of contact, i.e. my case handler.

And if still no joy, another email will be sent to the Chairman of BT.

I was more wondering if this happens a lot with BT.

Thanks

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
Standard User lee111s
(experienced) Sun 30-Oct-16 19:22:40
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Re: BT charging for fibre when we didn't have it :(


[re: PaulKirby] [link to this post]
 
I believe BT released a press report a week or so ago confirming that 90% of calls are now answered by a UK agent.
Standard User PaulKirby
(fountain of knowledge) Sun 30-Oct-16 19:41:39
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Re: BT charging for fibre when we didn't have it :(


[re: lee111s] [link to this post]
 
In reply to a post by lee111s:
I believe BT released a press report a week or so ago confirming that 90% of calls are now answered by a UK agent.

It was 80% and that was due for 2017

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
Standard User WWWombat
(knowledge is power) Mon 31-Oct-16 01:47:52
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Re: BT charging for fibre when we didn't have it :(


[re: PaulKirby] [link to this post]
 
Stick with the handler, then. Seems sensible for now.

With my ISP - Plusnet - things run more smoothly if you keep the contracted payments running. ie don't cancel a direct debit in order to force a resolution. It only makes things worse.

They also tend to prefer to sort out any refunds, compensation, offers, etc only after the technical issue has been solved. That way, they can see the whole context of the problem, and make an appropriate offer.

I can understand people not liking these stances with the more extreme problems, but if you are willing to go with that flow, it makes things easier.
Standard User PaulKirby
(fountain of knowledge) Mon 31-Oct-16 10:47:22
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Re: BT charging for fibre when we didn't have it :(


[re: WWWombat] [link to this post]
 
In reply to a post by WWWombat:
Stick with the handler, then. Seems sensible for now.

With my ISP - Plusnet - things run more smoothly if you keep the contracted payments running. ie don't cancel a direct debit in order to force a resolution. It only makes things worse.

They also tend to prefer to sort out any refunds, compensation, offers, etc only after the technical issue has been solved. That way, they can see the whole context of the problem, and make an appropriate offer.

I can understand people not liking these stances with the more extreme problems, but if you are willing to go with that flow, it makes things easier.

Agreed, I just now need to dig up the phone number for our case handler LOL.

Yeah, we wasn't going to cancel anything, more just tell them this is wrong etc.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
Standard User ukhardy07
(knowledge is power) Mon 31-Oct-16 11:49:25
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Re: BT charging for fibre when we didn't have it :(


[re: PaulKirby] [link to this post]
 
What has happened here is perfectly normal BTW.

The way complaints are handled by ISPs is as follows:
1) User complains
2) Complaint is handled and dealt with
3) Payment is taken as normal
4) Complaint is resolved. At end of complaint the full amount of downtime, inconvenience etc is considered and an amount is refunded to customer / something mutually agreeable occurs.

They should have really explained this to you.
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