Charged a disconnection fee for BT Total Broadband...

I can barely suppress the anger I feel as customer service at BT reaches a new low.
After months and months and months, and call after call of talking to nice but totally ineffective people in which I  tried to get all my BT services moved from one house to another and then to to a single account, it did finally happen.  I find in the post this morning a bill which includes a cancellation charge and an equipment cancellation charge for a Broadband service that I still have!!!!
The very thought of phoning 0800 800 150 yet again makes me want to weep. I despair - I worked for BT for nearly 28 years and I loyally kept my custom with BT but this is utterly intolerable and I am ashamed to admit to people that I have had such appalling problems.

Hello InDespair and welcome to the forums.
You could try Billing live chat Monday -Friday 9-6pm
Failing that contact the moderators on this link
 **How to contact the mods: http://bt.custhelp.com/app/contact_email/c/4951 **
it may take up to 72 hours for a response as the mods are very busy   Patty-L

Similar Messages

  • £30 disconnection fee for broadband

    I have been told by 2 advisors now in the cancellations department, that even though my contract is up, if I leave BT, I have to pay a £30 cancellation fee to stop my Broadband with them. Has anyone ever been made aware of this, because it is the first I have heard. I was never told this when we took the contract out.
    Another thing I want to know is, why does this message keep getting removed from this forum, this is the third time I have put it on now. Could it be because there is no such fee and as usual they are trying it on with their customers. I feel if there is a £30 fee, we as customers, have a right to know, so why keep removing this information?
    Maybe it is because 2 advisors have told me, I will be charged this. 1 advisor said, I will not be charged for dis-connection as long as my contract has ended and another advisor I spoke to has never heard of any such fee or been made aware of it.
    Seems if you are going to leave BT, they have to 'find' something to charge you for before you go.
    And for those of you who don't know - if you need a MAC code for your new provider, your present provider has to give it you via e-mail or letter in 5 working days.  (Ofcom site) Another bit of info BT doesn't tell you but I am sure it is in the smallprint somewhere.

    The fee is charged by most providers as it is a wholesale cost that BT retail are charged when disconnecting a broadband service. If you wish to not be charged then simply transfer this service to another provider using a migration code that you can get over the phone from BT or by emailing them confirming your account details. This is advised within a contract when you sign up for BT broadband service.

  • Is 114Kbps acceptable for BT TOTAL BROADBAND ?

    Earlier this year after complaining about our poor internet connection speed, BT confirmed our phone line was fine and an engineer swapped us onto another cable between our house and the exchange.
    Recently it seems to have got slower again.
    From the stats below, please would someone advise whether the performance level is what I should expect or should it be better.
    BT TOTAL BROADBAND with BT Home hub 2.0
    I used http://www.speedtester.bt.com and the HOME HUB ROUTER stats.
    9AM USING THE NORMAL BT SOCKET ON THE WALL.
    Download speed achieved during the test was -                 114 Kbps
    For your connection, the acceptable range of speeds is       50-250 Kbps.
    Your DSL Connection Rate : 192 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
    IP Profile for your line is - 135 Kbps
    Router stats:
    Downstream                          768 Kbps
    Upstream                               448 Kbps
    Noise margin (Down/Up)         15.7 dB / 21.0 dB
    Line attenuation (Down/Up)    49.6 dB / 31.0 dB
    Output power (Down/Up)      1.4 dBm / 1.5 dBm
    3PM USING THE BT MASTER SOCKET
    Download speed achieved during the test was - 114 Kbps
    For your connection, the acceptable range of speeds is 50-250 Kbps.
    Your DSL Connection Rate : 2304 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
    IP Profile for your line is - 135 Kbps
    Router stats:
    Downstream 2304 Kbps
    Upstream 448 Kbps
    Noise margin (Down/Up) 16.4 dB / 21.0 dB
    Line attenuation (Down/Up) 49.5 dB / 31.0 dB
    Output power (Down/Up) 3.9 dBm / 1.5 dBm
    3.30PM USING THE NORMAL BT SOCKET ON THE WALL.
    Download speed achieved during the test was - 114 Kbps
    For your connection, the acceptable range of speeds is 50-250 Kbps.
    Your DSL Connection Rate : 608 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
    IP Profile for your line is - 135 Kbps
    Router stats:
    Downstream 608 Kbps
    Upstream 448 Kbps Noise margin (Down/Up) 18.7 dB / 21.0 dB
    Line attenuation (Down/Up) 49.6 dB / 31.0 dB
    Output power (Down/Up) 1.2 dBm / 1.5 dBm

    Thank you both for replying, it never ceases to amaze me how helpful people are ... I also help on motorcycle and scooter boards.
    I couldn't reply earlier due to a medical emergency !
    Anyway I took IMJOLLYs advice and removed the orange bell wire connected to terminal 3.
    I dialled 17070 option 2 using an analogue phone and it seemed very quiet, no crackles pops or whistles !
    My Home Hub does not have a hub phone.
    I normally keep the Home hub on line 24/7.
    I have for the time being just connected through the TEST SOCKET to eliminate any house wiring
    You will see from the full stats below that at 8pm last night the speed was 103kbps whereas at 8am this morning the speed is 1.6mbps !
    My IP Profile is now 1750 Kbps whereas yesterday it was - 135 Kbps - any thoughts on this good news ?
    As soon as the medical emergency is over I will be able to look at the house wiring to the socket.
    20:22 04/10/10 USING THE TEST SOCKET
    ADSL line status
    Connection Information
    Line state         Connected
    Connection time                                  0 days, 00:05:22
    Downstream                                        2,208 Kbps
    Upstream                                          ​   448 Kbps
    ADSL Settings
    VPI/VCI                                           ​  0/38
    Type                                              ​      PPPoA
    Modulation                                        ​  G.992.1 Annex A
    Latency type                                        Interleaved
    Noise margin (Down/Up)                   16.2 dB / 21.0 dB
    Line attenuation (Down/Up)               49.4 dB / 31.0 dB
    Output power (Down/Up)                  3.7 dBm / 1.5 dBm
    Loss of Framing (Local/Remote)        0 / 0
    Loss of Signal (Local/Remote)            0 / 0
    Loss of Power (Local/Remote)           0 / 0
    FEC Errors (Down/Up)                      2 / 49
    CRC Errors (Down/Up)                     3 / 19
    HEC Errors (Down/Up)                     7 / 7
    Error Seconds (Local/Remote)            3 / 14
    Software version 4.7.5.1.83 (Type B) | Time and date 20:22 04/10/10          
    Test1 comprises of Best Effort Test:  -provides background information.
                Download  Speed
                103 Kbps
    0 Kbps            250 Kbps
    Max Achievable Speed
     Download speed achieved during the test was - 103 Kbps
     For your connection, the acceptable range of speeds  is 50-250 Kbps.
     Additional Information:
     Your DSL Connection Rate :2208 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
     IP Profile for your line is - 135 Kbps
    8AM 05/10/10 USING THE TEST SOCKET
    ADSL line status
    Connection Information
    Line state                                 Connected
    Connection time                      0 days, 11:39:51
    Downstream                            2,208 Kbps
    Upstream                                 448 Kbps
    ADSL Settings
    VPI/VCI                                           ​  0/38
    Type                                              ​      PPPoA
    Modulation                                        ​  G.992.1 Annex A
    Latency type                                        Interleaved
    Noise margin (Down/Up)                   16.3 dB / 21.0 dB
    Line attenuation (Down/Up)               49.4 dB / 31.0 dB
    Output power (Down/Up)                  3.7 dBm / 1.5 dBm
    Loss of Framing (Local/Remote)        0 / 0
    Loss of Signal (Local/Remote)            0 / 0
    Loss of Power (Local/Remote)           0 / 0
    FEC Errors (Down/Up)                      186 / 88
    CRC Errors (Down/Up)                     101 / 28
    HEC Errors (Down/Up)                     212 / 14
    Error Seconds (Local/Remote)            86 / 22
    The Performance Tester is now testing Broadband connection. Your configured download throughput speed for this service is 1750 k
    Test1 comprises of Best Effort Test:  -provides background information.
                Download  Speed
                1613 Kbps
    0 Kbps            2000 Kbps
    Max Achievable Speed
     Download speed achieved during the test was - 1613 Kbps
     For your connection, the acceptable range of speeds  is 400-2000 Kbps.
     Additional Information:
     Your DSL Connection Rate :2208 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
     IP Profile for your line is - 1750 Kbps
    Server speedtest1.thinkbroadband.com
    Date                                              ​       05/10/10 08:04:42
    Speed Down                                       1627.43 Kbps ( 1.6 Mbps )
    Speed Up                                            368.18 Kbps ( 0.4 Mbps )
    Port                                              ​       8095

  • I'm being charged a rental fee for a modem I own

    I have been a comcast customer since March 2014, and I have never rented a modem.  When I set up my service I selected that I have my own modem, it is a Motorola Surboard. In June I received a letter from comcast saying that during a routine audit they found that I have not been charged for my modem rental. I called customer service and was initially given the runaround, but I eventually reached someone on the online chat who told me they would resolve the issue for me and I should not be charged, however, my statement this month has a modem rental fee. I called customer service again and they told me there was nothing they could do over the phone because their records show I am renting a modem (???).  They then suggested I go to a local customer service site and have them try to help me. I went to the local comcast store and the employee said that my account does say that I'm renting a modem, and she said she "fixed it".  She wasn't clear on if I will still be charged the rental fee on my current bill. Overall this has been a very frustrating experience, and seems very shady.  Is there anyway to ensure this is fixed before I get my next billing statment?

    When the regular customer service reps let you down, try one of these:Send an email to the team at "[email protected]". Include:
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        Full name
        Service address
        Best contact phone number and best time to call
        A description of the problem
    One of their problem resolution specialists should contact you to follow up, usually by phone. They seem to be quite a bit sharper than the regular reps.-OR-Use the feedback form at http://customer.xfinity.com/help-and-support/vp-contact-form.You might also try Twitter (https://twitter.com/ComcastCares/) and Facebook (https://www.facebook.com/Xfinity).
    Comcast sometimes responds to questions here in the forums, and sometimes they do not. When they do the typical response time is somewhere between a few hours and a few days.

  • Charging me a shipping fee for the new drive

    Cat you posted this and it's a small part of it but please explain why.
    A free CD containing the full application suite will soon to be available to order from our Online Store (a Shipping & Handling charge will apply).
    I paid for the card and as long as the card is not 5 years old I expect CL to support it for free. Why charge us a shipping charge when it could be put in the download section for all of us. This is why CL's days are numbered and if you think this monopoly Cl has over us will continue please call Senator Russ Fiengolds office here in Wisconsin and ask them what I have sent them.
    I have copied tons of peoples posts from last year and explained to them how this company takes money but never fixes the problems a lot of us have.
    I'm getting old waiting for you guys to get it together and would like to see something before I die.

    First let's clarify, they are not charging a shipping fee for the DRIVERS. You can download the drivers all you want. BUT if you want the full software suite IN ADDITION to the drivers then you gotta pay. It's just too large of a download for CL to host it. Which is why many of us agree that a bit torrent file would be the ideal solution. Everyone shares the bandwidth. http://forums.creative.com/creativel...essage.id=6344?It kinda sucks that we don't even get so much of a "We'll pass along the idea of hosting a .torrent file to the people in charge" from the mods ... I mean hell, back when I was a moderator for evga's forums we were in direct contact with the head marketing guy. We would constantly pass along things?from the forums like that.
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  • Why would you charge me $40 for a supposedly free upgrade?Have been a faithful verizon customer for years went in for myfree upgrade and paid for a iphone and protectve cover now I have to pay a fee for a free service? I will start switching my devices to

    Why would you charge me$40 for a free upgrade? I chose a iPhone and paid you the difference plus protective cover, now you want to charge  me a fee for activating a number I have had for years!!!  I have been a faithful Verizon customer for years but I will switch companies when my contracts are up or I can get a buy out from another company, your free upgrade is not free and is a false advertisement as far as I'm concerned

    However you had already stated you did not choose a "free upgrade", but paid the difference for an iPhone. So much for your "free upgrade". Additionally, I was not aware Verizon was in the business of giving away "free service"(s)?????? Purchasing a "free" or "reduced price" phone IS NOT a free service. You sign a contract in exchange for receiving that benefit. There is an upgrade fee along with that service you are contracted to complete or you will be charged an early termination fee(ETF), so this IS NOT a free service.
    Yes, you have a choice to go with another provider which ALSO charges an upgrade fee OR charges you full retail value for your phone. So much for a "free upgrade" there.
    AT&T = upgrade fee
    Sprint = upgrade fee
    T-Mobile = no upgrade fee but must pay full retail cost for the phone
    For what it is worth, you would not have had to pay an upgrade fee had you simply paid full retail cost for your phone OR purchased it with Edge at full retail cost. Depending on your calling plan and data allowance, you may have even ended up paying less for your phone had you done so. That is why a little research before you make a purchase can go a long way.
    I know it is cheaper for me to pay full retail for a phone than to purchase a discounted device in exchange for signing a contract.
    Good luck with the new provider.

  • Restocking Fee for an exchange???

    While I understand the need to charge a restocking fee for returns, I find it incredibly ridiculous that we are charged a restocking fee when it is an exchange for the same exact phone. My mother's phone was not working properly so she went to the verizon store to get it exchanged within 14 days as they mentioned, and the representative at our verizon wireless store charged my mother with the restocking fee in order to exchange her less-than-14-day old phone for another phone.
    Then what she witnessed afterwards is disappointing. The phone that she had turned in was being wiped down carefully and put back into the box. Does that mean someone else will buy that phone as a "new" phone even though it was not working properly?
    We almost feel as if we were scammed into getting a bad phone at first and then exchanged for a good phone afterwards.
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    This is upsetting as I've been with the company for a very long time and will have to consider other options when my contract ends soon.

    Sounds like you were at a Verizon Wireless Authorized Premium Retailer and not a Verizon Wireless Corporate store. Retailers are owned and operated independently of Verizon Wireless. All of the inventory in those stores is paid for by the proprietor out of pocket. They have to sell it. They shouldn't get away with putting a returned phone, defective or not, into a box and reselling it to someone else but it does happen.
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  • £30 cancellation fee for broadband.

    I've been with BT for ages, decades actually and as I was moving in to a new house I decided to see if I could get a cheaper service.
    Plusnet are £13.99 for line rental and £5.99 for 10 gig of broadband and free evening and weekend calls.
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    If you are a moderator reading this please do not reply by saying it's in the contract, I don't care if it is - it's not how to treat a loyal customer who's spent probably 10's of thousands of pounds with your company over the years.
    It is not in the spirit of good customer service to charge people to leave anything. That's known as EXTORTION and holding people to ransom.  This is a thinly veiled attempt to get people to say "Oh well, if it's £30 to leave I'll stay."
    WRONG ! I'm off to plusnet and I'll be complaining to OFCOM  http://consumers.ofcom.org.uk/tell-us/
    and your customer services in writing.
    I'll also ensure I tell everyone I know on facebook not to sign up with BT.

    I'm afraid it's OFCOM who allowed them to introduce the charge in the first place, so you won't get far complaining to them.
    "As a condition of our service, you must, when you end your broadband service request and use a migration authorisation code (MAC) or another recognised transfer process to move to another service provider. If in breach of this condition you do not do this you will have to pay a broadband cease charge of £30 by way of compensation to us. You will not have to pay this charge in the event you are moving home and we are unable to provide the service at the new UK address. For more information go to http://www.bt.com/ceasecharge. This charge is compensatory and is not subject to VAT."
    I'm guessing you didn't get a MAC, or Plusnet didn't use it properly.

  • Total Broadband additional usage charges ...

    I'm a loyal BT Phone & Broadband customer (have been for 15 years) and I was somewhat shocked upon receiving my latest quarterly bill to notice that my direct debit payments had been bumped up by quite a bit - closer investigation (of this and the previous bill!) revealed that I've been incurring significant additional broadband charges for at least the last 4 months (as I've exceeded the 10 Gb/month limit on Total Broadband 1).
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    c) Have somebody call me to suggest that I might want to upgrade to save significant costs ...
    Has anybody else had a similar experience ?
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    Hello alexm3.  Yes, I have had the same problem.  Although I already had a BT landline, I switched in Sep 2010 to a total broadband package Option 1, (at £7.99 p.m.) thinking 10gb was downloads.  Had an email to my normal aol.com account telling me after the first week that I'd used 7gb.  Took 3 weeks to upgrade to Option 2 with 40gb, still went over the usage, and incurred £50 charge, and this month is £20 extra charge, while waiting to upgrade to Option 3.
    I have now been offered Option 3 at £40 p.m. plus line rental of £13.50, plus calls (average £20 p.m.) so look like I am going to be paying over £70 p.m.
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    Their usage monitor only tells you if you are within or over your usage allowance, not how you've used it!
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    Iibought 500gb iCloud storage for ł30 with my macbook air, how to install it and will i still be charged a monthly fee?

    sebek104 wrote:
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    I needed to start communication with others in the community about my most recent transaction with Verizon, dating back to the start of January 2014. I have been a customer (with full subscription) of verizon wireless since 2010. My most recent transaction has been extremely unsatisfactory and has completely turned me off to renewing my contract with Verizon when it is complete.
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    I have spent a lot of money with these guys, and this seems like almost blatant robbery. If the cost made sense I would want to pursue the issue in small claims court. I am that insensed. At this point I started a new line to get a new phone and ended up paying more than retail for it, now I am saddled with another two year contract AS WELL AS having paid full price (now with a $299 fee) for the phone. I broke a screen once with my Samsung S3 and it cost me $100 to fix. I  would have NEVER sent a broken phone in to get charged $300 for. I have to say I am extremely dissapointed. Safe to say once I stroke that check Verizon will have officially lost a customer.

    Here is the problem. Verizon sent you a label to return the device via a carrier of their choosing. USPS or FedEx or UPS
    when you packaged it there is a certain responsibility that it is packed securely.
    Now having said that there can be a doubt; that the device was damaged by the return carrier. But that is an uncertainty, and it would be a decision for a court to decide.
    You can file a small claims case against Verizon wireless and ask for the $299 plus the filing fees and the amount you lose from work per hour and then have Verizon prove that the photo was actually your photo.
    Please be aware just showing a picture will not sway a judge to believe Verizon. They will get statements from employees at the return center attesting it was damaged in the return box.
    However your best defense will be to explain to the judge there is no proof that the damage was your doing. In that it could have been the return carrier. Or the return center.
    You may prevail. But it will take a little work on your part.
    Verizon will more than likely contact you prior to the court date to settle. If they do settle with you, get the settlement in writing first and for the full amounts. Do not agree to arbitration and if the settlement does not meet your needs simply refuse and go to small claims court.
    I wish you, Good Luck

  • My Father was charged nearly 320 euros for one month of broadband!

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    Hi Meteorlite007,
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  • Does Apple charge a fee for a diagnostic test or something

    My Macbook Pro does not produce any Backlight, have tried Pram and SMC Reset both didnt seem to have much of an affect.
    My Keyboard does no longer produce light too.
    I would therefore like to bring my Macbook Pro to Apple for them to have a look at it but would to know whether they will charge me a fee.
    Its a early 2011 model and I run out of warranty as well.
    Thank you

    I have been in Tallinn took my iphone 5 for repair, iphone still under warranty. After diagnostic by technician he found 2mm dent he said its avoid warranty and asked 13€. 

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