Charged for no service - STAY AWAY FROM BT THEY AR...

Ok so I decided to sign up for BT Infinity and tv package with BT sports in January. Was due to be installed on 23/01/2015.
I booked a half day off work for the installation and was impressed when the landline engineer called at 1.30pm. He told me that he was only doing the landline and another engineer would probably be out to do the TV.
Landline engineer worked away on the line and about 2.00pm I had a call from the TV engineer to say there was a fault in the line so would not be installing my tv. When I asked when he could install it he just said I don't know. From his attitude I could tell he wasn't bothered it was a Friday after noon so he just wanted to go home.
I was really annoyed with this as I had picked the Friday specifically and waited 3 weeks for installation for that Friday. I rang BT and asked them what was happening, I asked if he could come out on a Saturday to install the TV but I was told no they dont do Saturday installations. So I decided I wasnt going to go ahead with my installation and cancelled my order.
I was told to tell the landline engineer to leave as I was cancelling. I spoke to landline engineer and told him what I was doing. He then said he would speak to them as he was at the box the same time as the TV engineer and he didnt see any fault. The engineer spoke to customer services and told them I was cancelling my order.
As far as I was concerned that was it. My order was cancelled I was getting my refund of £90.71 and I would receive a bag to send the equipment back.
In February I received a bill for £22.41, I rang customer services as I still hadn't received my £90.71 and now they were billing me for a service I didn't ever have.
Result of call I got my £90.51 back and heard no more, great I thought that was easily sorted.
Wrong in March I got a final reminder for payment of £22.41, again I rang the lovely people in customer service and spoke to a very confused man who kept asking why I was being billed, this I thought was very amusing as that was my question to him. He said leave it with him and he would call my number back in 30 minutes. Guess what 30 minutes no call.
In my stupidity I assumed it had been sorted.
Last week I get a message from BPO to say ring this number immediately regarding BT. I rang the number and was put through to the most arrogant and ignorant woman I have ever had the misfortune to speak to.
I tried to explain my situation but she kept talking over me and in the end she said tough I was being billed for BT Sports as this should have been cancelled seperately. I told her noone ever explained that to me in all my communications with BT and she wasnt interested just advised me to pay up.
So today I rang BT to ask why this had gone to collections and what was my bill of £22.41 for. The nice lady told me she would look into it and transferred me to another nice lady. The 2nd nice lady said I should have contacted them before today!! I said I did and nothing happened. She explained that the £22.41 was for my landline charge. When I said I cancelled the day of the connection she said I needed to ring the nice people in BPO again as there was nothing she could do.
So now I have an outstanding bill of £22.41 plus admin fees of £5.60 from BT for nothing. BT think I just need to pay it and go away. Well as you can imagine I am fuming.
DO NOT USE BT AS THEY ARE THIEVES.

@dmcnamara087
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Hi,
My name is Rubens Kubiak, joined BT on 22nd March. So far, BT has been the worst ISP I've ever seen - by far.
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A few days later, I called BT to inform that the starter package should be delivered in my office, as I would be away from home (where the broadband would be installed). I received a phone call and an email confirming the change, and the package would be delivered then to my office address.
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I hate things like this..... loads of excuses.
I purchased a product, and I'm not happy at all...... delivery was a joke, the seller hid important facts about the service, and now the best part: trying to explain I'm not happy at all, and want to cancel the whole stuff. I've been a customer for 5 days..... and just want to ship the equipment back, pay for the month I've used and forget about BT.
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C'mon BT. You guys should be ashamed! Anyway.... BT is not authorized anymore in my bank account. I'll pay for the installation, for the service I've used.... but I'm not going to pay any kind of cancellation charge.
It's been less than a week I'm a customer..... and already a unhappy one. I just want to forget BT and go for another ISP.
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I'm moving away from BT by the end of the month, maximum....... anyone experiencing the same problem????

Hi rubenskc
I can understand that you are annoyed about the delivery and if you didnt know about the stabiisation period.
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Best to leave the hub alone to do its thing and dont be tempted to reset. Have you noticed any improvements since it was activated?
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’.

Complaint re charges for no service

When traveling in France I could not connect to Skype. After numerous tries I gave up. This was very frustrating. Then I was charged for all those tries where I could not be heard at all!! There is no where to make a specific complaint about this.

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http://www.zdnet.co.uk/news/it-at-work/2010/04/12/uk-users-pay-a-premium-for-adobe-cs5-400 88600/
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Shafting the customer is in their business plan. They hope that you will get so frustrated that you will just give in. Better to just do what millions around the country are doing....cut the cord and go with just internet service only. 50Mbps is all you need to stream HD content and buy your own modem which will pay for itself in 9 months vs. Comcast's ridiculous rental fees. $10/month for Hulu and about the same for Netflix. You still get most of the content you're looking for without all the fees and headaches. Good luck!

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Here's How to Get A hold of the Employee Requesting you to Follow..
To get a hold of one of the Wireless Employee that's trying to Assist in helping answer a Question or solve an Issue you Need to Put your Mouse on there Screen Name, Or this Box shown Here when you do that it Brings Up a Bigger Box as you See this slide your Mouse down to were it says Follow Click it. You will see a big blue Bar towards the Bottom that says waiting approval Meaning the party you want to follow has to Approve to let you follow them. Now Once they give the Approval they will send one back to you An you will see it in the Actions Box Look up just a little it's Red with a Check in it. Go in there you will see these Three choices Look in your Notifications for new Followers that want to Follow you will have {Accept} {Reject} {Ignore} For your Choices: To let them follow you an then send a D.M. = Direct Message you will need to Check Accept then you a Can send your Private Messages or Cell phone Information instead of Posting it on the Main Post were other Eye's can Read it. Sending a D.M. is Easy, It's Fast, An It's Safe. B33
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BT bill charges for non service during moving hous...

BT dreadful customer service & incompetence
Hi all,
After deciding to move home I made the necessary arrangements with BT prior to our moving date. Our switch over date was 14th November 2014.
After numerous calls with BT and mostly dealing with multiple BT operators with little knowledge, poor communication skills, lack of interest and on a few occasions extreme rudeness, I was still no further forward with a line connection date.
It became apparent that there was no line services to my new home, which I could understand although I was disappointed not to have been informed of the situation prior to my moving home (a fact BT should be easily aware of)
I spent weeks going round and round with no clear outcomes or specific information returning to me, I actually knew more information from the site builders than BT knew, BT even had the arrogance to tell me that my information from the builders was incorrect (which it wasn't)
Numerous misinformation, conflicting information, non returning of calls, engineer dates that were not upheld, non required engineer dates are amongst a series of frustrating dealings with the vast majority of the BT operators, there were only a few operators that seemed to care and assist and they were at the end of my ordeal of 3 months!!!!!
It was very clear that the information from each phone call between myself and BT was not correctly recorded. On two separate occasions during a singular phone call I actually had to repeat my situation to three separate operators to which I had become accustomed to being transferred amongst.
So to be clear from 14th November 2014 until late February 2015 we were without services.
During one of my many and expensive mobile phone calls to BT I was advised to set up my own mobile broadband and they would foot the bill and repay the expense until they provided a service.
(Which I did as I had no confidence in a connection date within months)
Throughout this ordeal BT had the arrogance to attempt to bill me, even though we had no service!!!!
Here is the kicker.
BT have now disconnected us from their service (31st March2015) for an unpaid bill, a bill we can't get amended and corrected to reflect the 3 months without their incompetent service.
They have even added charges for BT sports which I can't even watch as I have no viewing box, I believe this came free for 6 months) with my original package.
Even this is an issue. I was informed upon moving house that a new contract would commence when I moved home thus starting the 6 months free BT sports package once more (yet another mistake by BT)
We will not pay any form of bill until they amend and correct the bill to reflect we had no service for 3 months.
I have now tried to call to speak to an operator regarding the issue, after entering my home phone number the BT automated service redirects me to the only option which is to pay the outstanding bill!!!
No bill will be paid until it is corrected, I will be sending a bill for the mobile broadband I required to set up and maintain. I am also considering looking into the loss of earnings I suffered due to the length of time I was offline, as well as the amount of time required to deal with the sorry mess. A stressful time enough moving home without this added fiasco.
I am also aware of the Ofcom regulatory body as well as the multiple rules BT will have breached in our contract.
All in all we have endured a long and needlessly complicated mess, which thinking was behind us, is in fact still present. We are seriously considering removing our service completely with BT which I am sure in the eyes of the law will be justified and legally binding due to the numbers of contract breaches sustained by BT.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Unexpected charge for Comcast service call

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Charged for no service - STAY AWAY FROM BT THEY AR...

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