RE: *WARNING* BT Infinity 2 Upgraders!

Deleted member 77746

Deleted member 77746

Deleted member 77746

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All you guys check your bill if you have upgraded your infinity from 40 > 80.

I just got an unexpected bill from BT with the following:

Broadband and Calls - £162.40
22 Apr 12
You cancelled this service while on contract - so this charge is for your
Package to the end of your contract
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Just going to phone them now as I never cancelled anything! All I did was upgrade online. This must be a mistake.

Nasty! I wonder how many other people they have done it too! I was chatting for all of 3 minuets and it was resolved. :)

Mohammed: Hello. I'm Mohammed. Thanks for that information, I'll check it and get back to you in a moment.

Andy: Hello Mohammed. On my bill it says that I cancelled my service while on contract but I never, I just upgraded my broadband speed, which was advertised as a free upgrade.

Mohammed: Hello Andrew, I could see that you have upgraded the Broadband option to infinity service, However I will arrange for the cancellation charge to be refunded back to you.

Andy: thanks, it appears there are a few people having this issue when the upgrades were done. Many thanks for responding so quick.

Mohammed: Please do let me know if there is anything else I can help you with?

Andy: No thanks, you have been very helpful. Have a nice afternoon.
Click to expand...
 
http://forums.overclockers.co.uk/showpost.php?p=21977370&postcount=5966

already posted it in main BT Infinity thread had a shock this afternoon when my bill was £227!

Decided to do it via the online chat agent so I could keep a copy of the transcript.

mrbell1984 did you get it 100% clear what is happening. Reason I ask is because this is how it went with me.

I had been charged line rental for two months even though I paid 12 months line rental up front, charged £46 for the home hub and also charged £127 cancellation fee. Came to £194.12 in total.

So first off agent did the checking and agreed to refund not cancel but refund the cancellation charge. I then said AND the line rental, which he then also refunded, not cancelled.

I was told that as my payment was due 29th May only way I could have this sorted was for them to cancel the direct debit and hence prevent £227 being debited from my bank account, then show a refund of £194 back onto my BT account which will not show up till Junes bill because they are unable to reverse the online bill. So I was given an extended pay date of 5th June, I then have to check back with a live agent (they seem to be pushing this method of communication more than phone or email) in 5 working days to make sure the refund has been shown back onto my BT account, then pay my usually BT amount which I was also told then setup my direct debit again.

I am so glad I kept a printout of the transaction. Twice now when I have rung them and been told my account has been changed or an order has been placed it was not and had to do it twice.

Do not trust BT over the phone ! You need it in writing in my experience!
 
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I had a similar experience not with cancellation charges but with my bill going up. I was told it was a one off £6.95 charge and the same monthly rate, based on contract extension. Got my bill and they had put it right up as per a new sign up and eliminated my other discounts.

Had the live chat sort it out and the amended bill was with me before the amount was taken out of my account.

Live agent certainly is there new medium of choice, I suspect they think it will make it seem less like a foreign call centre if you can't hear them speaking.
 
BT are really bad at screwing up bills, as are all the others. Just call them and yell at them. I take it anyone who upgraded on-line didn't get screwed over though?
 
varkanoid said:
i did it over the phone, twice. :mad:

Could not do it online because the website check said I did not have BT Infinity :mad:
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Can I ask, does the online checker say your post code isn't infinity enabled?

I've had a problem where all the roads around me are and mine isn't it.

I've read other instances of it on other forums as well so I was wondering if you experienced the same thing.

If so was it resolved by just ordering over the phone?
 
cheers for this, will check mine - remember having a conversation on the phone and she specifically told me 12 month line rental and I checked my bill and it was 18months, couldnt be bothered calling up about that but I wasmeant to be getting a discount on the normal price so I hope they have added that!
 
TheBigCheese said:
Can I ask, does the online checker say your post code isn't infinity enabled?

I've had a problem where all the roads around me are and mine isn't it.

I've read other instances of it on other forums as well so I was wondering if you experienced the same thing.

If so was it resolved by just ordering over the phone?
Click to expand...

the online checker says I am enabled for BT Infinity and can get 64mb I think it says.

Its just whenever I go through the pages to do an upgrade, eg add on TV it says I do not have BT broadband/Infinity. Its the actual checker when going through the order process not when checking to see if I have BT Infinity enabled on the line.

I just think they do it this way as it forces you to ring up so then they can try and sell you extras.

I wanted BT TV last June with Infinity as well but no way am I signing up till they catch up with the rest of the UK Pay For TV Companies and offer HD Channels.
 
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