Broadband billing nightmare

I currently am staying with my aunt. She is on BT total package with a 10gb limit. She has just received a bill listing her broadband use as sept gb, oct gb and nov gb. I have tried to complain, just to be told that dec is 225gb (to date) they can offer no explanation just we are using 20gb a day!!
What can I do??

Hi
I am sorry to see you are having problems
I suggest you contact live chat at this link they should be able to help you
http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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Broadband billing problem

Just recieved my BT broadband bill notification and it is
17 Feb 2010 Q005 48 £67.74
Why am i being charged this much? i thought i was being charged monthly by direct debit, im on option 3 and have missed a payment in the past but it has been paid up to date. Can anyone help, thanks.

Hi Dazer,
I can look into this for you. Email [email protected] with you BT account details. Please also include a link to this thread. Once I have received those details, I will look into this for you and reply to you directly.
Cheers
Paddy,
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Broadband Billing not reduced after numerous calle...

Hello.
I give up trying to call BT as they seem to ignore me all the time even when they agreed to stuff.
The last time i called them i asked if ALL calls were being recorded, and i was told yes - i said good, then go back to my previous calls to see that your rep agree to reducing the broadband charges from 22.99 to 19.99 which is what it was before it went up again.
I wasd told on 3 occasions that it will be reduced. i have just checked my lastest bill and i am still being charged 22.99
Hopefully further action can be taken via the community forum and i want a credit going back to the initial time i asked for reduction and when it was agreed.
Kind Regards
KevinT

Hi KevinT,
Thanks for the post and welcome to the forum.
I can help you with this. Please drop me an email to the email address in my profile, include your BT account details and the link to this thread. I will need to take a look at your account to see what has been added.
BT do not record 100% of all calls but I will take a look for that call if need be.
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Oh yea another 1 bill nightmare

They have auto drafted my account for years and I cancelled DTV and home phone and internet because they charge me for high speed and all i ever got was ,5mps oh well and the land line was out every other day for 3 years and Verizon did not want to pull new pairs. anyway cancelled 1/25 they auto drafted my account but did not pay to the wireless side of the house. and now they are sending me a 500 dollar bill for 2 months. I have never been late and was spending over 400 dollars a month with 1 bill.
11/8 404.26
12/9 380.98
1/8 401.42
2/10 304.63 they did not pay the DTV portion DTV called me and demanded the 98.64 that was credited on my bill
oh also they credit me 41.56 partial month for home internet and phone leaving about 263.07 which should have been paid to wireless

I'm sorry, but I have no idea what the issue is here as your post is essentially unreadable. I gather you had Onebill, and cancelled at least one of the services on the bill, but you provide no information the other customers on this forum would need to be of any assistance.

Billing nightmares

I have been hit with a charge for a Technician Visit in the amount of $64.25. I have a signed invoice from this individual and it shows that I'm not resposible for the charges ------------ 0---------Should I take this matter up with my attorney or will this be taken off my bill?Reading Comcast Public Forum it seems Comcast has created a "habit" of ignoring what the signed invoices represent; perhaps they'll act quickly and edit their billing practices. Can't attached the invoice since my name and address is on it!!!

Manchita1-
I am so sorry for the delay! I am sending you a private message so that we can discuss your billing concerns more freely.
At the top of each Forum page, you will see a small gray envelope icon. This icon will have a number next to it if you have any new messages waiting. To open a PM to read it, double click on the envelope. If you click on the white envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.

Merging Broadband account - at the absolute end of...

Please help me speak to someone who can DO something. I'll try to keep this long & complicated story brief and hopefully as accurate as I can.
Last month I got notification (first ever in 7 years) that I was using up my Broadband allowance. I also got a notification I had moved to BT Total Broadband. Following a 2nd notification, this time of OVERUSE of BB I became concerned and followed the advice in one of the emails to set up an account to use BB Monitor.
Unfortunately the BB Monitor did not show on my account. So on 9th Aug, after advisor 'chat' I was called back by a very helpful lady who advised I had two accounts - broadband being under old BT Yahoo. The solution would be to merge my old Yahoo account (which apparently has no account number) with my phone account (which has). Not only that but the lady kindly offered to reduce my monthly Broadband bill AND give me six months initial free broadband once the accounts had been merged. This would all be done within 48 hours and I would be contacted by the 'Offline?' team - WOW what a deal I was very pleased.
However other than an automated message to say I had set up paper free billing I heard nothing. So on the 15th I spoke to another advisor who confirmed that the above conversation had taken place. Got cut off after 7/8 minute wait for him to transfer me to another dept (Offline?).
Tried the chat again. Transferred. Had to leave as I had been on phone and chat 45 Mins as I expalined I would have to. Asked for a call back.
Nothing.
Tried chat again on my return and went through it all again. From the transcript:
Oindiria Mitra 'I will raise your case now and it will be done on a priority basis within the next 24 hours for you.'
Nothing happened within 24 hours.
16th - I called again and used the callback facility. I was phoned almost immediately back by I** J***** who could see there were problems, but said he would OWN THE PROBLEM, gave me his name for assurance, and that if I left it until Monday hopefully the problem would resolve (fault on line or something was stopping the merge) but he would call me back at 10.00 AM on Monday and action it himself.
No call back received at the agreed time.
20th - Called again 11.25 am. Many apologies given and I was assured that Chester would get this actioned WITHIN 5 WORKING DAYS.
The final straw - I explained this was totally unacceptable and he said it would be escalated and he would explain I needed a call back ASAP.
As of now I wait and feel totally at the mercy of of BT's customer service team. I don't know where I stand with regards to BB usage or when this changes are going to be made. No one seems to actually do anything.
Solved!
Go to Solution.

Now then. Everything went pretty well with Donna as my contact who called me when she said she would and got things done. I was however expecting a final call from her but it never came.
As I had a couple of further queries I emailed her on the address I understood would get to her but I was called (admittedly quickly) by someone who certainly did not appear to be part of the UK based team and who immediately wanted to transfer me to Yahoo or someone and could not seem to understand that Donna was my contact. I felt I was getting a run-around again and said as much.
Do I need to contact the team again or is this thread monitored by my contact at the UK team? The problem now is an intermittently very noisy phone line with the internet connection often dropping when the phone is used at these times. Changed filter to no avail and some days the problem goes away. Have had this problem before over the years with BT but it seems far worse since my account was merged. I don't know if it's a coincidence or what - hence my need to talk to someone about it.

5 weeks later... still no broadband, due to line b...

Hi,
We have ordered an Infinity broadband from you, but for the last 5 weeks you've been struggling to set it up and send the engineer out.
We had a line with talk-talk that has been migrated to BT. This works fine. But...
We ordered Infinity broadband 5-6 weeks ago, and you've been sending the engineer every week, but they never came. Every time I speak to you you want to open another order. I have had enough.
Turn our that when we migrated the line from talk-talk you set up our account as business. But there is no business here. It should have always been residential. Nobody can change it for me, you just keep lying and delaying it!
Then we needed a name change on the account, so that one person looks after the line and broadband bills.
Then we needed that broadband.
I mean... how difficult is it? I had enough of this Indian callcentre robots that can only tell me 'I can't access this account, I will put you through' or 'everything is fine, the engineer will be with you next week'. I have already taken 3 days off work and waited for the engineer!
WHAT THE! SERIOUSLY!
I really need to speak to somebody who is actually able to do some job.
Need:
- line status change: business to residential (as it was never meant to be a business line, someone made a mistake when setting this up)
- ownership change (this has been verified and confirmed by your team, but has never actually happened) -- just change a name on the account, the rest remains the same
- install the Infinity broadband!
Please.. is there anyone at BT who can actually help? I'm giving up slowly
Martin

I don't mind sharing my number. In fact I would be more than happy to receive a call.... from BT :-)
I understand it's c2c forum, but as you've noticed -- I am getting nowhere. I'm trying all possible means of contact before actually giving up.
I would go for another provider, but I have no other option for fast broadband. And I work in IT and really need that to transfer my VM images and do remote administration...
I am so desperate than I am thinking of moving home just to get it (it=fast broadband. won't be from BT for sure). I really cannot work with my current 2-2.5Mbps
I've spoken to so many people, but none of them would help. They would just put me through and through, endlessly

Lack of Broadband Connection

I have had problems with my broadband connection for over a week now.
I have rung BT on two occasions and spent up to 45 mins and 30 mins respectively and been passed around all the departments as no-one appears to have any idea what is the problem.
When I complained on line, miraculously it was found to be a fault with my broadband, and I have been advised that I will be called to sort out - to be fair this did happen the first time, but was not in the timescale indicated so I was not available.
I was then advised I would be called again, I wasn't, but the email reply assured me that I had been - as I have missed call facilities on both the telephone numbers I gave, I know this to be incorrect on the part of the complaints team.
I did call back as requested, but was put on hold and after waiting ten mintues, I hung up - NB I have a young baby and cannot spend time after time on the phone instead of looking after him.
To date, I have no broadband connection and no further contact from the Complaints Team. Suffice to say, I don't feel in the slightest bit valued by BT and you can be assured I will not be paying my broadband bill for this month when a company of BT's magnitude cannot even send an engineer our or similar to resolve
Any help/suggestions gratefully received.
A very very disgruntled customer.......

Hi belle66,
Thanks for the post. I'm sorry to hear about the issues you've had with your connection if the checks imjolly has suggested don't work I'll be happy to look into this for you.
If you need help please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Merging Broadband and Phone Accounts

New to the Forum. I hope someone can advise.
I have old BT Yahoo Broadband and am currently paying around £26.00 per month for the privilege. I spoke to BT about getting a better deal early last year and was placed on a less expensive contract, but when I checked my bill in August, I found the charge had reverted to the higher amount again.
On 19 August, I phoned BT and asked to be placed on their £16 per month unlimited Broadband package. I was told that this would take between 9 and 14 working days. In order for this to be done however, I first must have my Broadband account merged with the account the phone line I use for Broadband is on, as they are separate (‘unaligned’).
Yesterday, 17 working days later, I phoned and spoke to a helpful lady who, after speaking to her manager, contacted the appropriate department and arranged for the merger to be done (although I don’t know why this could not have been done sooner). She advised me this could take up to 24 hours. The she would get me put on to the new package.
24 hours later this merger had still not taken place, so I phoned BT and spoke to another adviser who confirmed that the merger request was still open, but that I would (obviously) have to wait a little longer. She said that as these account mergers were handled ‘offline’, there was nothing she could do to escalate it for me. She has promised to phone me back on Sunday (but if it’s out of her hands, I don’t know what she will be able to do if the merger hasn’t taken place).
Browsing the Internet (including this forum), I’ve been reading horror stories of people waiting weeks to have accounts merged – over 3 months in one case! So I haven’t really much to complain about yet, although nearly 4 weeks have now elapsed since my initial request on 19 August. I’m not looking forward to the possibility of receiving a quarterly Broadband bill for £78.00 in November.
I know BT are very busy and maybe I’m jumping the gun a bit here, but if anyone has any advice as to what approach to take if the usual methods of phoning and emailing BT do not achieve results, it would be much appreciated.
Solved!
Go to Solution.

Hi Paulus47,
Thanks for the post and welcome to the forum. I am so sorry about the delay in sorting this out and for the lack of info you have been given. I understand what has to happen and will be happy to chase this action up.
It is true that your account has to be merged and this can take a bit of time but shouldn't be as long as you have already waited. I will need to chase this up with the relevant team to get some action taken.
Please drop me an email and include your broadband account number as well as your telephone account number and the link to this thread. You will find my contact link under the 'About me' section of my profile. Just click on my username (SeanD)
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Bt you need to get your customer service and billi...

HI all just to let you know I have been with bt ( all 3 packages vision, broadband option 3 and telephone + the £5 each month free calls )
Until they tried to put all of the bills together all was fine I got all bills and went online to pay instant with card and or part direct debit for 2 of the 3 accounts. ) all no problems.
UNTIL!!!!!!
the change over back in July 2010.
After a 1.5 hours repetitive conversation with customer service ( and yes they where english speaking ) we are astill no where.
they now say that my bt broadband has a different account and has been sent to my landlord ( as he had to call them 3 yrs ago to get a line put in to my rent place)
any way the only problem is my broadband bill. I have not received any bill paper or email from July 2010 at ALL!!
I still get the bills for vision and telephone all in my name and gets paid direct debit I have no problems with those 2 its the broadband bill
Only to find last night my landlord came round irate that bt had cut him off because my broadband bill was not paid and he said its not his its mine ( this was lets say a slight confrontation with me and landlord) BT muck up again !!!!
Next I call today to speak to Customer service only for them to keep repeating that there is nothing they can do its in the landlords name.
I say I'm not bothered I just want to know why I was getting all bills and paying for them ON TIME until July 2010.
They then say they need to change the account holder to my name and I say but your sending me online email bill and paper billing for my vision and telephone why have you stopped the broad band.
Any way sorry for long story but I am seriously thinking of enough is enough now what with the first 18 months broad band connection problems ( exchange end had to re port 3 times their end) and 4 engineers. to get it sorted to now when BT change all account into one for this to happen.
LISTEN BT ITs now become a personal confrontational matter ( my landlord coming round)
ITS your problem your end GET it sorted.
If my only advice to anyone with BT
1GET account in your name same address if possible.
2. make sure BT know your mobile, and email addresses. double check each year when you renew contracts
3. WRITE EVERYTHING DOWN , name, time date who spoke to.
HERE COMES BIG COMPLAINTS LOOK OUT BT
also sent email to adam lee yesterday about this whole thing. Adam lee was who my landlord spoke to about the whole thing and so I think he deducted the wrong billing of my broadband to his account.
his email is ******* for any one else.
UPDATE:
when I check my online statements it shows all 3 accounts yet BT customer service say my broadband account has been disconnected?? DUHHHH im using it now !!
and funny thing is how can you pay a bill if the broadband says your bill is uptodate your next bill is due 16th October 2010 ( YES 2010 ..LOL)

Hi Hamish72
Thanks for comments
I totally agree as I run my own facebook custom fanpage design and webhosting so I know how customers what to be treated Key 1 I learnt is always listen and repeat back their question. and 2 solve the problem. 3 revert back to no: 1
UPDATE: just spoke to another customer service person called KAREN. Now this is not a name and shame in fact I have include her name as she sorted this all out in 30 mins totally understood and has 75% solved problem while on the phone. The other 25% is down to waiting to activation of a move over of the error of bt putting my broadband account under my landlords account ( different address ). Why the other CS couldn't do this I don't know.
any way will let you all know how it goes.

BY Yahoo Anytime Plus Broadband : BT can't find my...

Hi all,
I wonder if someone could help me please?
I've been a BT Internet customer for over eight years. I set up a connection while still living with my parents and kept it on, on their phone line, when I moved out. They pay for the phone line, and I pay separately for their broadband access by direct debit. I've pretty much left it to it's own devices over the years as we've had no issues with it.
However, the connection has now dropped off. I tried to check the status of my account on the BT website, but logging into BT.com requires an account number which has been lost in the mists of time, if I ever had one.
I can log into BT Yaho and view my account details, but whenever I try to access any of the secure areas it takes me to BT.com
I rang customer services (BT Broadband technical help) who told me there was no internet service on the phone line and that they couldn't find any bt internet services attached to the account for the phone line .. ever.
I then rang the billing help line who confirmed there was no broadband attached to the account number for the phone line in question. They too could find no record of a separate broadband account on the line or at the address.
Having looked through this forum I have spotted a couple of similar issues of orphan or 'non-aligned' billing issues.
Could someone tell me how I get BT to acknowledge this 'non-aligned' account so we can reinstate the broadband service to my parents house?
I'm happy to discuss upgrading / merging accounts / packages / payments. Just as long as service is restored.
Kind regards,
Mark

Hi R34ver_00,
Welcome to the community forum and thanks for posting!
Sorry for the mix up finding your broadband billing account. I can help get you sorted from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Cheers
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Trying to add my broadband account to my ebilling ...

Hello,
I have two accounts: the line and broadband.
I registered the first, line, account on ebilling.
When I try to register the second, broadband, account I have an error about
"There was a problem adding this account to your profile. Please check your details & try again."
All of the details are correct. Help?

Hi Kiswa,
Sorry to hear of the problems you are having, I can help.
I think the problem that you are having relates to you trying to add your broadband account number with your landline telephone number. This will not work as you already use that telephone number with your landline account number.
Do you use broadband Talk? If so go back to your online billing account and input your broadband account number with your broadband Talk telephone number, this should do the trick and after 48 hours you will be able to view your broadband bills online as well as your landline account.
Unfortunately if you do not use broadband Talk then you will not be able to add your broadband account to your online billing profile. If you have any problems with this please get back to me as I can help.
Cheers
Sean
PS your very welcome to the forum
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Total Broadband Option 3 how to cancel it all?

I have today requested, received and used my MAC code so that I can move broadband providers, only reason for move is that my usage is increasing majorly with 3 kids at home.
Question 1: Will the "Broadband Talk" which is obviously linked to my broadband account automatically stop when the migration is complete? (I pay an extra £5 a month on my broadband bill to have free calls on the hubphone), obviously dont want to pay for something i can't use.
Question 2: Will the "ToGo" phone (which is on a different account number) also automatically cancel when my migration is complete? I have never used the ToGo phone from day 1 never wanted it but was given it with a new hub upon recontracting last time.
I've phoned BT till i am blue in the face to cancel the ToGo handset account and i'm at a loss as no one seems to know, one person says it will automatically go with the broadband and then another says it will stay i have to cancel seperate etc...
Can anyone please shed any light on to this and/or a mod kindly take a look for me please?
Thanks.

Hi Stigfish,
Broadband Talk will be cancelled automatically as its tied into your broadband package.
Not too sure about the ToGo if its under a different account number but if you drop me an email with all your BT account details then I can double check the order if you like and make sure everything is going through ok.
Just send to [email protected]
Cheers
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Just received BT Infinity Supplementary Bill ?

Just received a supplementary bill for BT Infinity two days after I was activated, so are the BT phone bills & BT broadband bills always kept separate, or is this a one-off ?

dieselglider wrote:
I received a seperate bill too. It's because you're being charged in advance for Infinity up to the next billing date. In my case, the bill was for just under £60, which equates to the next 2.5 months from install to the end of my quarterly bill.
yes your right one month in advance up to the next billing date, the bt rep said it was to avoid large amounts on the next bill.

Server error in '/portal' application??

I am getting this error everytime i'm trying to print a pdf document from the bsnl portal. Earlier, this used to open the save file dialog.
In the previous versions (i mean, 22, 23) this was not present.
I am trying to confirm that is it firefox issue or the bsnl's problem?
Here is the error: http://imm.io/1lTfK

thanks for your reply cor-el...
This happens after paying my bsnl broadband bill online and clicking the print button for the receipt.
So, i'll try your solution next month cause i already paid this month bill. I'll try it on the new version 26 or hopefully 27 and check if this solved.
I'll also notify the bsnl about this server error but knowing them they will just blame it on my system and firefox and tell me to use IE (Which is just there cause it comes with Windows and required to open some government sites).
Hoping for the best...Thanks again..

Broadband billing nightmare

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