BT want £3000 to activate broadband.

Hello I am posting on behalf of a client, who signed up to BT broadband early October.

First he had problems with his house name changing and not having a phone for six weeks. Now after BT removed a DACS from his line, Bt are now wanting £3000 to activate the broadband, something which they never mentioned until after the DACS was removed.

He has refused to pay the £3000, rightly so, and keeps getting pestered by BT to pay it. The line was already present and for what I can tell there is broadband on the line (according to the homehub awaiting activation.


For the record he said he cant remember why they were charging him (hes 70) but the woman on the phone even agreed that he shouldn't have to pay so much and she even said they would let him out of the contract.


Any advice on escalating the issue/ a possible explanation as to why.

In reply to a post by bigell1993:

Hello I am posting on behalf of a client, who signed up to BT broadband early October.

First he had problems with his house name changing and not having a phone for six weeks. Now after BT removed a DACS from his line, Bt are now wanting £3000 to activate the broadband, something which they never mentioned until after the DACS was removed.

He has refused to pay the £3000, rightly so, and keeps getting pestered by BT to pay it. The line was already present and for what I can tell there is broadband on the line (according to the homehub awaiting activation.


For the record he said he cant remember why they were charging him (hes 70) but the woman on the phone even agreed that he shouldn't have to pay so much and she even said they would let him out of the contract.


Any advice on escalating the issue/ a possible explanation as to why.

e-mail the CEO of bt Ian Livingston why because something with get done about it,instead of all the yes no maybe from the normal cs you get to speak to

Edited by tommy45 (Wed 26-Oct-11 17:00:48)

Sounds like the DACs hasn't been removed and the cost to do so is about £3k above the planning budget.

I thought that but an engineer came and confirmed the DAC was removed and was just awaiting activation?

If the DACS is gone there is no reason to charge £3k for broadband activation.

Far more likely that the DACS could not be removed because extensive civil and engineering works are required to remove it and those works are £3k over the planning budget.

Ive contacted the CEO, whats the limit openreach will pay? I mean considering the house is in the middle of a town with houses all around who can recive BB there cant be that much work to do surely?

DACS is deployed when they run out of copper pairs, so a busy part of town is quite possibly going to have it.

Figure for removing was around the £1000 mark and below that they would not charge
http://www.thinkbroadband.com/news/i/2756.html
http://www.thinkbroadband.com/news/i/3165.html

Seem to recall another rise in the what they will pay, but cant find it.

Hi bigell1993,

Have you been contacted back about this yet? If not, please get in touch via our "Contact us" form (link below) and we'll get back to you as soon as possible.

http://bt.custhelp.com/app/contact_email/c/4950

Thanks,

Stephanie