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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.
Standard User PaulKirby
(fountain of knowledge) Mon 31-Oct-16 12:04:20
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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:
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.

I agree with you there, but they have charged for fibre two months before we when live.
Anyhow I just phoned BT for them to pass a note over to our case handler due to I have misplaced their number, I was also told they are also due to phone me tomorrow so I will either hear back from them today or tomorrow.

I think our complaint is taking that long due to its reached the chairman's office and that they are working out a reasonable amount that would cover all the hassle and fobbing off that we have had to go through for all that time, also I was told the complaint is still open due to our order hasn't fully completed yet, i.e. they still seem to be having issues enabling FVA.

So I will wait and see what happens over the next couple of days.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
Standard User ukhardy07
(knowledge is power) Mon 31-Oct-16 12:14:46
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Re: BT charging for fibre when we didn't have it :(


[re: PaulKirby] [link to this post]
 
Are you with the Newcastle team regarding the complaint? If so PM me as I have their generic contact number and they can put you in touch with the relevant individual.
Standard User PaulKirby
(fountain of knowledge) Mon 31-Oct-16 13:13:27
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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:
Are you with the Newcastle team regarding the complaint? If so PM me as I have their generic contact number and they can put you in touch with the relevant individual.

Nope, I'm located in London.

Our initial complaint goes back to 2011/2012 when the FTTP hardware (DP + Manifold etc.) was originally installed, so we have been in contact with BT / Openreach since then, however the complaint at the chairman level (i.e. the main complaint that I am pursuing) has been going on for the last year or two.

If I don't hear anything today from my case handler, I will just get their number tomorrow when they are scheduled to next ring me and they do keep those dates, so its not an issue.

It was just a shock to see them add the two extra months along with next month (so 3 months in total) to our bill.
I say this because due to the couple of months delay in getting it all installed I did say to our case handler that I hope we don't get billed from the order date, where I was told no and that we will be billed from the date it goes live (which was on the 14th October) and to then see it, like I said it was a shock.

I do have their number here somewhere, its just we had to move stuff so that there was space for the engineer to install our ONT on the wall in our living room.

I should of added their contact details to the expanding list of BT's high level contacts like I have done in the past.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
Administrator MrSaffron
(staff) Mon 31-Oct-16 13:27:32
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Re: BT charging for fibre when we didn't have it :(


[re: PaulKirby] [link to this post]
 
The FTTP support team are based in Newcastle and believe posters was asking if that was the team you were dealing with, rather than you being in Newcastle upon Tyne

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User PaulKirby
(fountain of knowledge) Mon 31-Oct-16 13:41:14
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Re: BT charging for fibre when we didn't have it :(


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
The FTTP support team are based in Newcastle and believe posters was asking if that was the team you were dealing with, rather than you being in Newcastle upon Tyne

Oh, gotcha.

I don't really know where my case handler is based, I know they said they are in direct contact with the chairman of BT due to the level of complaint this is currently at.

Was just clearing off my desk (yes its a mess atm with all my test gear) and I have found their number LOL - Result tongue

I could've sworn it was an 0800 number that I was phoning, but it seems its a 0131 (i.e. Edinburgh) number, its just that their number shows a 0800 number when they phone me which makes sense.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)

Edited by PaulKirby (Mon 31-Oct-16 13:41:59)

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