BT Infinity extra bill

I recently joined BT Infinity and got an email the other day telling me I had an extra bill to pay -- i.e. the one-off set up charge, etc -- and that because it was on top of my normal bill I'd need to pay it separately, along with a helpful link to pay by credit/debit card.
So I paid that bill and got a confirmation email.
Now I log onto MyBT and I'm told that the extra bill will be taken fron my account by direct debit on or after 10 April and that I don't need to do anything!!
Has anyone else experienced this?

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
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Similar Messages

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.

Sudden increase in BT Infinity Latency - Harwich E...

I have had BT Infinity for a couple of months now and have a SamKnows broadband monitoring unit connected. It originally reported the latency to be 10 milliseconds, however on 9th December at 13:00 it jumped to 20ms and has remained there ever since, so the latency is now worse than it was with my old ADSL2+ (approx 15ms) and my son reports problems with lag now when online gaming.
Does anyone have any idea why the latency should suddenly increase like this, I presume it's a network issue somewhere.
I have a HomeHub 5 fitted.
Whether it's relevant, my connection was the 1st in the cabinet.
Any information would be appreciated. Thanks.
Solved!
Go to Solution.

DLM has probably decided to add interleaving to your line.
If you do a 'tracert bbc.co.uk' you will see the first hop after the HomeHub as around 6ms without interleaving, and around 16 ms with interleaving.
No reason I know of to expect lower pings on FTTC than ADSL. My bbc pings with BE/ADSL were around 11ms (no interleaving) or 20 ms (interleaving). With Infinity they are around 22ms (no interleaving) or 31 ms (interleaved). On BE I had the choice; I chose interleaving for greater stability and lower packet loss depite the ping increase. With FTTC you don't have the choice; you get what DLM gives you. I have been on interleaved for most of my Infinity contract, it was removed a couple of months ago (probably as a result of changes to the updated modem firmware).
A lot of my Infinity extra is the silly routing of all my traffic Winchester->Sheffield->London before it leaves the BT network; this adds around 9ms to my ping times; around 4/5 ms each for the hops north and back south.

Overcharge on my first bill.

I understand that the first bill is usually a little higher than anticipated, but I didn't think that the bill would be 100 dollars more. I ordered one of the cheapest packages, and I had cancelled a service before it was installed. And apparently that calls for extra billing. Why am I being billed for a serviced I never recieved? If this is the case with verizon, I think I may take my business somewhere else, because I just cannot afford frivolous charges.

I share a similar experience in my first bill. My bill is $200. I switched to verizon, since there was a promotional offfer. One of the customer respresentative says, there is no prmotional offer. I am also planning to **bleep** from verizon, if I dont get a proper answer to my questions.

How to get a deal for infinity as an existing cust...

My contract has expired and I spoke to someone on the options phone number who offered me the BT Infinity Extra package which i said I would like for £17 a month on a 12 month contract. Is this the best an existing customer can hope to get? And weekend calls would not be included. £3 a month extra for that. Is there anything you can say to get them to give you a deal like new customers get? I have my line rental paid for already for the year. Thanks

Having done this in the last month there does not appear any negotiation when upgrading to infinity. I tried a few time and always got the same offer. You got to try though
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Re: SHOCKINGLY bad service

There really should be a get out clause that extends past 10 ten days, by the time you realise BT are getting it wrong your locked in.
We signed up for Broadband, Vision, infinity, extra channels, the whole works. Subcontractors for Openreach called to fit the boxes, said I couldn't put them where I wanted as the signal would not be strong enough. The Hub was then faulty so they couldn't complete the installation. New Hub arrived, TV wouldn't work. On telephoning BT, several hours and several different people later TV worked but none of the extra channels, was told though that line could be moved and the signal would reach next door if required!!
Almost two weeks later they finally sort out the extra channels. We wait however for the engineer to arrange to come from Openreach to move the point.
I decided to chase this up, now three weeks after the original installation, almost FOUR hours on the phone and 13 BT staff and 2 Openreach staff, both of whom said they wouldn't talk to me and hung up on me, despite being put through from BT. There is no solution. BT wash their hands of it saying it's Openreach's issue and Openreach won't speak to me as an end user.
BT now say if I cancel it will cost over £600 or I can pay to move the point myself.
How can this be fair, if they had dealt with it strainght away I would have had some option to cancel but beacuse they are so bad at communication I have to foot the bill.

Picnic sorry to hear of your problems.
I also recently had problems with BT taking £130 out of my account and refusing to pay it back within 24hours as was their fault was getting me bank charges.
BT probably don't care now that your over the refund/cancellation period.
I personally would ring another broadband company first and get them to install your broadband.
Once you have a new connection, discontinue all communications with BT, Cancel your direct debit etc. and don't waste your time trying to get through to them and let them waste their time contacting you.
When they ask what the crack is explain you have tried contacting them numerous times just to be put on hold and you unable to address your issues with them before the 10-14 day cancel period.
I feel your frustration though, especially after they hang up on me after putting me on hold for ages. The reason they hang up, it was 8pm home time for them.
Terrible customer service.

Can someone please help me decide on a new plan?

I'm currently on BT Total Broadband Option 1.
I'm currently out of contract.
The plan itself is £13.83 but I'm constantly going over my 10GB usage allowance so seeing additional fees of £5.30-£10.60 per month, I need a plan with higher usage allowance to avoid additional charges. BUT I'm on disability benefits so it has to be cheap, staying under £20 p/m. I'm really confused by the different options, and I can't seem to see anywhere that allows me to compare different plans to figure out which would be best for me - priority is to increase my monthly usage by at least double (20GB), faster speed would be nice too.
FYI - I'm unable to use a phone due to disability, so I can't call BT directly to talk through my options.
What plan do I go for?
Can I also say it's a bit annoying looking at what I could get as a new customer - it seems I could get faster broadband with much higher allowance for under £20 p/m, with half-price for first 6 months and £100 Sainsbury vouchers, plus of course a cuddly toy if I go through comparethemarket. Wish they'd offer something nice like this to existing customers!

Have you seen this web page? It suggests that same speed Unlimited Broadband is £16. Infinity 1 (20GB) is £15 but with a £30 activation fee. There is also an Infinity Extra (40GB) package but for some reason it isn't listed on that page aimed at existing customers.
Upgrade your BT Broadband
One problem with going through the web site ordering process is that there is no chance for you to discuss any additional freebies or discount with BT (often available for combined Broadband and Calls packages). Why should they give you any additional freebie or discount? Well because you are currently free to leave with just 30 days notice, but may be prepared to sell your soul to BT for another 12/18/24 months if they make you a good enough offer. As you know, there are plenty of other ISP's who collect souls and will bend over backwards to get yours on a fantastic new deal.
There is always the BT Tariff Guide for information, but if you can make clear sense of that then you are doing well.
Could you possibly also use the BT Online Chat facility available via the Contact Us link at the top of this page to get more information?

How do I re-activate Photoshop CS3

Today, May 21st, 2014, I received a prompt upon launching my Photoshop CS3 that made me a little wary. I, so says the message, only have 5 days to re-activate my Photoshop before it kicks me off completely even though I have the serial ID, it has been PAID FOR. I put MONEY into this and time and effort. So, in 5 days, I won't be able to access my PS CS3.
Here is a screenshot of it: http://i126.photobucket.com/albums/p83/black_pearl_photos/PS1_zpse935f0ac.png
It says, in short, "After 5 days you will be unable to use the product if activation has not been successfully restored." And continues, "This product's activation is broken or invalid."
On February, 24, 2014, I activated this software onto my computer (Windows 8) and it has worked flawlessly thus far. Why is it asking me to re-activate?
So, I click "re-activate" like a good girl.
Screenshot: http://i126.photobucket.com/albums/p83/black_pearl_photos/PS2_zpse6b25bff.png
It perpetually loads for a good 10-15 minutes each time only to time out and give me a "no connection" error.
Screenshot: http://i126.photobucket.com/albums/p83/black_pearl_photos/PS3_zps7a92ada6.png
I am connected to very nice and stable internet and I never have an issue with it, so it can't be my internet.
I went to customer service and spoke with some "Helper" who's name started with "Muc-" and I can't recall the rest. They gave me 3 simple steps.
Step 1- Disconnect from the Internet (so when you launch PS, it will not connect)
Step 2- Open Photoshop.
Step 3- Click "never register"
The only issue with this, when I tried it, is as you can see from the screenshot, there is no "never register" option and it just doesn't quite fit the description of my problem.So, after fiddling around with a few options, I went back to Customer Service and spoke with "Sanjay". He told me that Windows 8.1 does not work with CS3 even though, for me, for the last 3 months, it has been working flawlessly until this really wonky "re-activation" request. He immediately pushed the Forums for user-based help, and wouldn't talk to me about anything. Kept shoving the Forums down my throat. And also told me to spend money by upgrading to creative-cloud. I'm not made of money here. There's a reason I am trying to stick with my CS3 because, I already paid for it. it's been paid for. I don't need to worry about subscription fees or extra bills. I have enough on my plate. So, finally, fed up, I go to the user base and just search for similar issues. I see users with similar issues, but no responses to help mediate the issue. So, I go BACK to customer service.
I am connected to "Rachana" and this "helper" starts off with the same, Serial ID, basic questions, so on and so forth. And then promptly tells me that The Customer Service System no longer supports CS3 customer service. If CS3 is still downloadable, somewhere on the Adobe.com website, should the support that goes along with it still continue considering people still use it? And pushed me BACK to the forums. So. There is my issue, my frustration, and all that good stuff.
How. Can. I. Fix. This.
-- Fire

The CS2 activation servers are off-line permanently. See the page below:
http://helpx.adobe.com/x-productkb/policy-pricing/creative-suite-2-activation-end-life.htm l
Follow the instructions carefuly to download the new software file(s) from that page. Use the activation code from that page, not your old key, to activate the software.
--OB

Lumia 520 eating phone credit/balance

Hey.
I recently bought Nokia Lumia 520. It's quite awesome phone. But there's one problem. My phone credit/balance keeps somehow decreasing a bit even though I haven't called or sent any messages. It eats about 10 cents in 6 hours. I have shut every other background application except Whatsapp.
I'd appreciate your help!
Solved!
Go to Solution.

Hi @Armqus ,
e-mail sync, reporting the location to Microsoft, updating live tiles, and definitely WhatsApp!, there are several built-in features of smartphones that eat small chunks of data.
Possible workarounds is to turn mobile data off or turn power save on with the "always" option selected, but the only real solution is to get a data plan from your provider to fully enjoy the phone without extra bills.
Hans

BB USAGE MONITOR -any progress?

Hi everyone,
I see that lots of customers are having trouble with BT saying they are going over their usage allowance when they don't think they are. I'm having similar problems and have been investigating it since BT started charging us £15 extra for our broadband. We are moderate to heavy users so have BB option 2 with the 40GB allowance. There are just 2 of us so we agreed to be mindful of this allowance and avoid things that push it up. So when we got the extra bills we were very surprised.
1) We moved in September and until Christmas our speed was less than 1mbps some days so just browsing was difficult. Yet in November we supposedly used 72GB! In January we weren't here 2 weeks and I was ill one of them and didn't use the computer at all (just facebook on my 3G internet phone). Apparently we used 52 that month...?
2) We torrent but only 3 files per week and then shut them down once finished because it eats up the bandwidth and makes surfing hard at peak times. We also don't "seed" for this reason. Also, ISPs throttle you if you torrent too much and we need the internet for our studies.
3) We have BT vision so don't use iPlayer or the like on our PCs. Besides with our slow connection it's rubbish anyway!
4) We don't stream music i.e. napster or spotify because it just doesn't work on our slow connection.
5) We don't play MMOs or Xbox live.
6) I installed BB monitoring software and studied the Home Hub stats and they show only a fraction of what BT are saying we use.
7) If we are being hi-jacked/hacked it's not showing up on the HH.
8) Other people are having this problem which makes me suspicious.
So has anyone got anywhere with BT on this? I can't seem to speak to someone other than the Indian call centre. They refunded £9 so far but have charged me £45 for going over so far.
I've sent another complaint email and I'll hope I don't just get told that I "don't accept" their bill again.

Might to look here http://community.bt.com/t5/Other-BB-Queries/Broadband-usage-figures-crazy/td-p/149585/page/2
extract
KerryG wrote:
Hi all,
Just wanted to confirm that, as mentioned in some earlier posts, there has been an issue for a small number of customers whose usage was reported incorrectly in January and February. We detected that their usage had been over-reported and found that there had been a problem with a piece of network hardware, which resulted in additional usage showing for these customers.
Since the problem was discovered we have identified the affected customers and made sure that no charges will be made for any of their February usage, and any charges that were made for January usage will also be refunded on their next bill.
We’re really sorry that this happened, but want to reassure you all that this was the result of a specific set of circumstances. We have already made changes to ensure this can't happen again, so you can be sure that all future usage will be reported accurately.
Thx
Kerry
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Free MMS?

Hi everyone,
Just got my new Z2 on tescomobile network here in the UK, and having checked with them it seems it's going to cost 25pence per picture (MMS) message sent, regardless of whether the message contains one or ten photos! Obviously, this could soon add up to a substantial extra bill being incurred.
How, if at all, can I send these picture (MMS) messages without incurring extra charges. I have thousands of free minutes and texts as well as gigabytes of data included in my price plan, but it seems that pictures are going to cost!
Would Hangouts be the solution or is there a better alternative app you guys use?
All constructive help is very much appreciated.
Cheers
Rick

In that case using an Internet based chat app such as Hangouts or Whatsapp may be of your interest. Sending pictures via those applications won't cost you anything if you already have gigabytes of data included in your subscription. But it will require that the receiver also uses the same application.
- Community Manager Sony Xperia Support Forum
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If you want to get in touch with the local support team for your country please visit our contact page.

Anybody else have an Account with a USEAGE Limit??...

Got sent an extra bill, interim notification 12 day's before quarterly one was due, stating USage Limit Reached took a look, but as quarterly was due and no pay by date (as far as I could see) I didn't read a lot into it, Until my quarterly turned up, I would have paid up and thought no more about it, except for that 12 day's 16 - 28 April costing £58.00, with restricted service thrown in, inspected quarterly bill to find late payment, reconnection fee and now not happy, I wonder if this is because I rung and asked BT when my BT contract came to an end, because further investiation with those that don't speak English properly has got me nowhere.
I would like to know when BT instigated putting a Useage Limit on your Telephone line?? and why they cannot come up with a plusable explaination which makes any sense.
I now have no phoneline and I have asked for an explaination in writing. And will not pay until this is sorted. I am waiting for the explaination before I go to the regulator. As I did not at anytime agree to Limited Usage and would not have signed up had this been part of my original contract.
Has anyone else had experience of this? everyone I speak too has never heard of it.

There are some limits in the Terms and Conditions and in the Trariff Guide. These seem to be: 1. No excessive use of residential lines for non-residential purposes (e.g. telemarketing), 2. 1000 minutes / 150 calls per month to 0870 and 0845 numbers.

Customer reps. are liars

I unfortunately, upgraded my internet, to a new plan. My old account was closed, and a new one opened. I was charged an extra bill, called and refunded the money....so I thought. A couple weeks later I get a bill, from a collection company, saying I owe At&t for the same bill I was refunded! So, I called the collection company, and then At&t, after 15+ minutes it was supposedly fixed, and was told, after the 1st of June it would all be fixed. On June 5th I called the collection agency, and At&t had done NOTHING! From there I've spend 1 hour on the phone, was transfered to 4 different people, and just like the first call, eventually this was ''fixed''... I'll believe it, when I see it. It should not take this much effort, on my part, to fix a bill that At&t refuned me, thru automatic draft/deposit. Customer service tells you what you want to hear, but doesn't follow thru with their 'promises'. This isn't the first time

Contact ATT Customer Care on the link in my signature below.
Send them a Private Message, on this link, and they should be able to give the help needed to solve your price/installation problems. They are available M-F 8am-11pm Eastern time (also around on weekends, FB Twitter Social Media Managers), response may take up to 2 business days.
This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done and gone above and beyond for me.
Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
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I Call It Like I See It, Simply a U-verse user, nothing more

Disgusting Service From BT

Where do i start......
I signed upto bt calling plan and broadband option 2 on 28 feb 2011, my phoneline was a 12 month contract and my broadband was for 18 months.
Ref number ( 1309184376 )
Everything seamed to be going ok until one day october 2011 i called BT to ask them to remove a calls addon ( anytime calls ) so i could go back to just free evening and weekend calls.
I spoke to a lady who told me the addon would be removed by my next bill, she seamed to be very clear on that, call ended as i was told everything was in order.
Two days letter i have no internet, i call bt to say that i have no internet.. BT advisor asks me for my account number, i give them it, Bt then tells me "im sorry but you do not have a broadband account only a phoneline with us"
I try to explain to bt that i do have bb with you and i had it until 2 days ago... bt lady looks into it im on hold for 5 mins,
Bt lady comes back to me to say "yes i can see you requested to have your broadband cancelled a couple of days ago" i said ihave not requested this...
BT lady says "yes you have, and we have terminated it, and you have been billed over £140 in charges"
Totally shocked and feeling dizzy abit by all this... i ask to speak to someone in charge...
I get to speak with someone in complaints, who tells me that BT have made a mistake and bascily cut me off and deleted my broadband account.
Im told that the only way to get back online is for BT to open a new account for Broadband which will take 7 days. I told BT that i dont want to sign up for another new contract and BT complaints told me that the new account would work off my old contract date 28 feb 2011, i was that would not be changed or affected.
I said ok to this, i also asked for ref to this call which i was told i didnt need as all this info would be noted on my account.
Bt told me that the charges they took from me would be given back, but i had to wait another 7 days for this to happen.
I got my money back but, but then problems seam to get worse.
Once i got re-connected i my internet 3 days after went offline, i contacted bt again i explained what had happened last time i spoke and bt told me there was no info or notes on my account regarding me being cut off, i was told my contract started on nov 2011 foe 18 months...
Totally gob smacked i said to bt that i had spoken to complaints department about this and they dealt with it all, BT advisor told me there was nothing on my account to show any old disconnections or closed accounts.
If it were not for me saving my paper work via royal mail then i would not have had much proof.
After telling BT that i had all origanal docs to back me up, bt got back intouch to say sorry we made a mistake.
My net was back online and i was told these errors would not happen again as my account had been noted yet again about mistakes made to it.
1 month after all this, my net has died again, i contact bt to see why, BT said ( the heavy rain has affected your router, and therefore your connection is off and on till better weather comes ). I said how can rain affect my router inside my house?
Im told bad weather is to blame and that my homehub3 wont work when there is heavy rain.
Ive never heard anything so stupid in my life......
I asked how can rain affect a wired router indoors ?
Im told its the weather and it will be fixed soon, im asked to reboot my router then turn it off for 2 hours then put it back on.
3 hours past and i turned router on all was working, but it was still heavy rain outside,,, how odd? when i was told the rain makes it stop working.
2 months on my net again is offline i ring BT to ask again whats wrong now and im told this time that my connections fine and to reboot my router. I told BT that im fedup with the service here and that when my contract runs out in Aug 2012 i will not be renewing. But the BT lady said to me your contract runs longer than that and if u leave in aug you will get charged.. again getting angry and stressed over constantly being told my contracts changed i ask to speak to someone again in complaints.
Im put through to someone who... it goes like this .. " What" i say hello who is this, and someone says "WHAT" i ask are you complaints? and they say "yes, whats wrong" i said areu not going to ask me my name or account number?
And the guy says "no" then hangs up on me.
I ring back to complaints and suprise suprise no one knows about the call i just made, no one has any info about what just happened?
The lady im through to this time asks me my name and account number then my issues, i go over it all again what happened to my account and that i was told it would be all fixed. At this point im fedup with having to explain myself over and over and over again.
Bt look into my account and say they have noted that my contract ends in aug 2012 and that iwont get any charges. I ask again to make sure and im told in a rude manner like there angry at me " it is all done now is that all" i say yes im about to say thanks and the lady says goodbye, i just say ok bye and leave it at that.
in july 2012 i contact bt to tell them im leaving in aug and i request that i have my MAC code so i can move to (plusnet) im told thats fine and that i must ring back in 2-3 weeks for the MAC code.
I ring back in 3 weeks for the code and im giving it, BT say they are sorry im leaving, I give the MAC code to plusnet 2 weeks after i move to plusnet with broadband and phone.
My account on BT shows as phoneline contract moved/ended. But my broadband shows as active even when plusnet are using my mac code and im using their internet.
I contact BT to ask why my BB is still in use, and im told my broadband has another 8 months or so left, totally disgusted and shocked i again have to explain about my account being deleted by mistake and what bt told.. and that bt had told me many times it was all being sorted and i had not to worry, but ive worried every month since the whole mess started.
Im passed around to different people then im told by someone in complaints that im correct about everything ive said about my account. But im told bt BT that plusnet did not let BT know they had my MAC code?
Im told by Bt to contact plusnet and tell them this issue, i contacted plusnet who told me that they did contact BT and that by using the MAC code also proves ive switched over too.
BT tell me that because ive not told them i was moving " which i did " I still have a contract for broadband, bearing in mind it was supposed to me logged on my account that my contract ended for my bt services in Aug 2012. Also on my account it was stated that i would be able to leave without any charges... as i was going off my orignal contract date.
Bt said they would post me paper work of a final bill and that there would be no cancellation charges and everything was in order.
This was a few week ago, today i get mail to say i have a final bill of £11 to settle, i login to my bt account and pay it, then my broadband account says next bill is after next month ????
I contacted BT today to say how can i have another bill, i was told i leave this month, im told over the phone by complaints that they are sorry.
Im told " We have a manger looking into it now and that your account should have been cancelled and that its not correct for it to be still active " Im told again that i will get paperwork in a couple of days to say that it closed and that any extra bills ive paid for will be given back to me from july 2012.
But how is it that all these mistakes have carried on happening ???
Im sick to death of contacting BT support/complaints and being told its all being looked into then months down the line, no one knows whats going on..........
Im disgusted with the way ive been treated at BT.
As it stands ive asked to speak to the people above complaints department and im awaiting a call within 48 hours, i want to push this complaint right to the top after i said that this has caused me nothing but stress and a feeling of sickness. Im told today on the phone that BT do not compensate for all the stress they have caused me.
What are my rights here ?
BT admited to deleting my account, but i feel tried to cover it up! And sign me upto a new account for longer period....
As it stands now im waiting 24 hours for bt to remove by broadband account... then thats me done. But ive heard this all before... ive saved the chat log i had with the complaints department today, which also had a ref to it.
And how is it that BT told me my phoneline only supports 8 meg, when with BT i only ever got between 6-7 meg speeds, but ive been with my new isp a few weeks now (plusnet) and for the first 10 days i was getting 10 meg speeds, after the 10 day cooling period i get 9 meg speeds.
But BT always told me my line could ONLY support 8??????????
I feel disugested and cheated and sick about the way BT have handled my accounts and the way they have spoken to me over the phone. I wish i had never ever signed upto BT.
So what happens now then ? do you just sweep me under the carpet with any other customers who have had same issues?
Will BT actully do anything about this? Will BT learn from this? Will BT send me a letter via post explaing what went wrong and that they are sorry ???

Hi ukste,
I am really sorry that you have had so many problems with BT. Your post makes for some grim reading and I a terribly sorry that your straight forward requests went so badly wrong.
I'll be happy to have a look over things as they as stand at the moment and ensure that the closure of your account and cessation of billing occur without problems. The Mod team can act as a single point of contact for you which will save a lot of confusion and give you a direct route back to the same case handler.
Once you are satisfied that everything has been taken care of we can review your account and find out what went wrong and why and then pass are findings to the individuals involved along with their managers to stop this sort of thing happening again.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
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 :-)”
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

The Rip Off Continues..

Having been messed around with regard to my BT packages for some months I decided yesterday to cut my costs as both my Broadband and Vision packages were out of contract. I spent an hour on the phone arranging for my Vision service to be reduced to Pay as You Go, then made another call of switch my Broadband package from Option 3 Anywhere to Option 1.
Two hours later i received an e-mail to say all was well and my new Option 1 contract was up and running.
This was followed immediately by another message warning me that my BB useage was nearing the new 10 GB allowance. I went to My Account to check this and was confronted with the information that I had now gone over my allowance by 6.9 GB and that charges may be levied!
I despair, I really do.
I hereby nominate BT for the award as the most inept, inefficient and uncaring company on the planet.

I agree with you that you would expect the usage level to have been reset to zero, but perhaps a calm chat with BT will resolve this very quickly. It may well be that not all the computer information has been updated and an automatic response has been created by the system. After only 30 minutes, this may well be the case, but it is worth just checking even if for peace of mind.
Log into your account and send them a query. They will contact you saving you the cost of a call or you can elect for an email response, then you will have it in writing.
However, I am curious as to why you changed your Broadband package from Option 3 Anywhere to Option 1 when clearly your monthly internet usage will exceed the Option 1 allowance and you will end up with extra billing.
I say this because according to your post your last month usage on Option 3 was 16.9GB, yet Option 1 has a limit of 10GB per month. Surely this decision will only cause you more agravation or have I misunderstood something.
In the past I have always been able to negotiate a good Option 3 deal when my contract ran out. Option 3 also offers 5GB of free backup, which I was glad I used when my old comp turned up it's toes last year.

BT Infinity extra bill

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