Charges for Broadband - during fault

Late December and into early january my broadband usage was excessive - diagnosed as faulty hub. Fault resolved on 6th Jan when new hub installed. I can't get suitable re-assurance via the many online chats and voice calls I have had with BT that I will not be charged for exceeding 40GB usage in BOTH december and January.
The first 6 days of January under fault used most of our 40GB cap so normal browsing since means we will exceed 40GB by months end. A note on the broadband usage says we will be billed 26.50 for excessive usage even though the bill has been received.
Please could you take a look at my account and assure me that I will not be charged for exceeding 40GB in December 13 and January 14. Only once in the last year have we ever exceeded 40GB.
I hope you can assist
Solved!
Go to Solution.

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
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, if you 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 may not be on duty for a long time, and your message will not be tracked properly.
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 within 5-6 working days.
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.

Similar Messages

Migrated away and BT still charging for broadband!...

Title says it all really. We applied for our MAC via the BT website and handed it to the new bb supplier who took it up and started our new BB on the 2nd August 2012. Then last week (3 weeks later) the normal BT phone bill is still showing the BB charge as if we were still with BT for BB!
So, phoned the bt listed 0800 number and got the usual Indian call center run around. First they said there was a fault on the line. Then after refusing to accept that as a reason they said the proper transfer process hadn't been followed. Asked for 'Geof's manager and got the same flim-flam. Been using the new service provider for 3 weeks with their supplied equipment and network credentials so how the stuff can BT not even know or recognise this ?! Spoke to a technical person for our new BB provider who said he'd seen this a lot as he recogned that BT just needed to examine their own records in more detail. Very happy with new provider but BT is still a Total Nightmare so now we'll ditch their phone rental as well and complain to OFCOM about these charges.
Oh, and if ANYONE with a modicum of intelligence at BT has any ability to sort this mess out our account number is TH********, you know the phone number to call us on (I presume !).

Hi Simmonsm
Welcome to the forum.
I can have this investigated to find out why you have been billed for Broadband.
Please send us an email using the contact us link in my profile you can click on this link in the section 'About Me'.
Thanks
Stuart
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 :-)

HELP. My brother is being charged for broadband. h...

Can someone please help my brother is being charged for bt broadband that he doesn't have after being charged £125 installation fee for a bt man to sit in his van for an hour and not do a thing. After numerous phone calls to resolve this he asked me to come on here has the mods really helped me out.

Hi Dolphin,
what i would recommend is for you to help your brother by contacting BT directly and find out who and when the order was processed for BT Broadband.
Secondly, has your brother received a BT Home Hub? If not then i would ask BT why?
You state that a BT engineer sat out in a van for some time, what was this for? was this for a booked instalation for BT Broadband? if so, raise a complaint with BT, hopefully this link http://bt.custhelp.com/app/contact_email/c/2702,2705,2719 will allow you to e-mail BT or you can always dial 150 from a bt line to complain.
Here is more info if you wish to complain with BT, follow the procedures to BT's book, if they fail, you can complain to Otelo
http://bt.custhelp.com/app/answers/detail/a_id/10789/c/345
http://www.otelo.org.uk/
Hope this helps
cg
CG Over An Out

Double Charge for Broadband

I Have Been charged for my Broadband option 3 twice last month and the month before. I have called twice since then, both time they said it will be sorted by next month, what has not happened. Please could someone double check it for me as I cannot really afford to pay 60 pounds every month as my first baby has arrived and got lot of expense.
Please Help!!
Thanks,
Mate
Solved!
Go to Solution.

Hi Confusedmate,
I'll be happy to have a look over your account and double check this for you.
Drop me in an email to the address in my profile with your BT account and telephone number along with a link back to this thread and I'll take things from there.
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’.

Charged for broadband over usage but still below l...

Hi guys,i hope someone here can help because i'm getting nowhere with bt helplines. At the end of january this year i changed from bt total broadband 1 to infinity. My old broadband limit was 10gb but i usually went over by 2 or 3 gb which i was obviously charged for, no problem there. With my new infinity package my allowance was increased to 20gb per month which was plenty enough for me.however,mybt usage monitor is still showing me to be on the old 10gb package.
Despite several live chat sessions and phone calls(the last one 2 weeks ago informing me i had 40gb usage) i'm still being charged for going over my 10gb allowance.i've even sent them,as requested , a screen shot of my usage monitor!! Why on earth would i have to do that? My latest bill arrived this morning with charges added for over usage.
Can someone please advise me of how to sort this problem out. To make things worse i'm now going to the dentist!
Thanks in advance,
Cheesed-off (paul)

Hi Cheesed-off,
Welcome to the community forum. I would like to take a look at your account. Please send me in your details using the "Contact The Mods" link found in my profile.
Thanks
PaddyB
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 :-)

Call charges for Broadband Talk

Hi
I wonder if anyone can help. I have an unlimited anytime plan with BT and use Broadband Talk. As I understand it, calls from Talk fall under the same tariff as the main phone line, so I am confused as to why I get charged for calls to a local number, eg, a 11 min call to a local UK number at 1pm on a weekday cost me £1.09.
According the the BT tariff plan (http://www.bt.com/pricing/current/Cust_Opts_Res_boo/2-3230_d0e91.htm) this call should be free.
I am missing something or am I being charged when I should not be?
Thanks
Steve
Solved!
Go to Solution.

ses2310 wrote:
Hi
I wonder if anyone can help. I have an unlimited anytime plan with BT and use Broadband Talk. As I understand it, calls from Talk fall under the same tariff as the main phone line, so I am confused as to why I get charged for calls to a local number, eg, a 11 min call to a local UK number at 1pm on a weekday cost me £1.09.
According the the BT tariff plan (http://www.bt.com/pricing/current/Cust_Opts_Res_boo/2-3230_d0e91.htm) this call should be free.
I am missing something or am I being charged when I should not be?
Thanks
Steve
Hi.
Unfortunately you are missing something I'm afraid. BBTalk is not the same as a normal landline and is treated as a different line - they each have different calling plans too depending on where you call.
The tariff plan you show
http://www.bt.com/pricing/current/Cust_Opts_Res_boo/2-3230_d0e91.htm
does actually show that the call you made will cost 11 x 7.95p plus any connection charge. At the very top if the page it shows that you need to pay the anytime plan cost of £6.20 per month. (My figures include vat)
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Over charged for broadband

During December we had problems with our you view box so BT ordered us a new one. Unfortunately the same person accidentally suspended out TV package but still charged us for it. Therefore every time we watched on demand it used up our broadband allowance causing us it go over our limit and therefore charged £5.60. Even though I made them aware of the error in December they are refusing to refund the money. Does anyone have any ideas?

If you would like to try Live Chat they should be able to help you.
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.

Disconnection charge for Broadband out of contract...

I'm a BT customer and have been since 2004. I'm moving into a new property which has everything set up and I don't need to take my BT account with me, so effectivley I need to cancel. Also, I'm no longer in a contract as that has now passed and I'm just paying month by month. However, I have just got off the phone to the "moving" department as I wanted to cancel. They told me that I have to pay a £30 disconnection fee for my broadband. Is this true?
I can't find any detail about this.
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...|%20Personal%20|%20Terms%20&%20Conditions
OR
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...
I don't want to pay this fee as I think that is just outragous. The reason given to me was that BT have to ask BT Wholesale to disconnect the broadband, which they then charge BT which then charge me. What a load of old rubbish! I'm no longer in contract so why do I need to pay anything to disconnect?
Solved!
Go to Solution.

6. Cessation Charge
A cease charge of £30.00 (Inclusive of VAT) is payable if you
cease your broadband service and do not request and use a
migration access code or another recognised transfer process
to move to another service provider. This charge is not raised if
you are moving home and BT is unable to provide the service
at the new address.
http://www.productsandservices.bt.com/consumer/consumerProducts/pdf/UKInternationalprices.pdf
page 25
Check your exchange or major service outagesIf someone has given a helpful answer, please click on their Ratings star on the left-hand side. ***

Charged for texting when I have a texting package

I had the 700 minute family share plan and also for my line I had a 500 text allotment. Today I go on my page to view my upcoming bill. I have a charge for $91.95 in texts. Made up of 15 total picture/video messages and 400+ regular texts. The total combined did not go over 500. It was around $40 in charges for sent and received messages.
So I had changed my plan to a better plan but set it to not go into effect until my next billing cycle which began 4 days ago.
Why do I have charges for all those texts when I had the 500 text package for $10? All those texts I am being charge for were during the previous billing cycle when I had the 500 allotment. I've since changed over to the 700 minute family talk and text plan which is unlimited texts.
Anyone hav ea clue what they are charging me for? Hopefully that made sense. Kind of tough to explain when you can't just show your bill right here to give the full picture.

Here is my portion of that bill minus my phone #s on the account. I have a feeling maybe they canceled something before I wanetd it to be? I was due for a new contract around 12/18 but I was shopping for a different plan so I just let that pass. So the current one would have just kept going as it was. The texting I used was obviously under 500 texts. I'm thinking maybe I got billed in advance for something to make it that way. I can't distinguish stuff too well.
Monthly Access ChargesThese are your fixed monthly charges that are based on your Plan and Optional Services. If you change your plans or services during the month, an adjusted charge that includes partial month charges or credits, may appear on your bill.
$93.85
Nationwide Talk & Text FS 700 12/27 - 01/26
$90.00
500 MSG Allowance + UNL IN MSG - Refund 12/11 - 12/26
-$5.33
10.00/mo / 16 day s refunded
TEC Phones - Asurion 12/11 - 12/26
$3.19
5.99/mo / 16 day s on new service
TEC Phones - Asurion 12/27 - 01/26 (month in advance)
$5.99
Usage ChargesThese are your variable charges that depend on whether you have used any services that are billed on a per-use basis, or have exceeded any monthly allowance included in your Plan or Optional Services.
$0.00
VoiceThe "Voice" section of your bill Includes charges for voice calls, including calls that exceed your Plan's minute allowances, 411 Search, Long Distance and other calls.
Allowance
Used
Billable
Charge
SharePlan (11/27 - 12/26)
minutes
700
166
(shared)
Mobile to Mobile
minutes
unlimited
35
Night/Weekend
minutes
unlimited
52
Total Voice Charges
$0.00
Text, Picture & VideoThe "Text, Picture & Video" section of your bill includes charges for Messages sent and received.
Allowance
Used
Billable
Charge
Unbilled Usage from Previous Months*
Text, Picture & Video
messages
5
Current Usage
Text - Sent
messages
227
227
$45.40
Text - Rcv'd
messages
214
214
$42.80
Unlimited M2M Text
messages
unlimited
71
(11/27 - 12/11)
Picture & Video - Sent
messages
10
10
$2.50
Picture & Video - Rcv'd
messages
5
5
$1.25
UNL M2M Picture & Video
messages
unlimited
4
(11/27 - 12/11)
Text, Picture & Video
messages
250
212
(11/27 - 12/11)
Total Text, Picture & Video Charges
$91.95

Some BT TV customers incorrectly charged for Broad...

Hi everyone
Some BT TV customers incorrectly charged for Broadband usage in February.
We’ve noticed an incorrect Broadband usage charge for January usage has been applied in the February bill to a small number of BT TV customers on a limited broadband option. We are very sorry for this mistake.
What we are doing to put things right?
We’ve fixed the issue so it’s no longer a problem.
We’re crediting back customers for any incorrect charges.
If you have been affected by this we will adjust and automatically credit your next bill.
Question: How will I know if I have been affected?
Answer: If you have received a usage charge for January in your February bill and if you have a BT TV subscription then you will have been affected.
Question: How do I get a refund?
Answer: If you have not already had your automatic refund we will be automatically crediting the full charge on your next bill.
Question: I am a BT TV customer, why can I not see the usage monitor?
Answer: At the moment, BT TV customers can’t view their usage. You will see this message:
The usage monitor is currently not available for a small number of customers. We understand how important it is to monitor usage, and as you're not able to view the usage monitor we will not charge you for going over your usage limit this month. You don't need to do anything, we'll take care of that.
If you see this message, please be reassured that we've not charged you for any YouView usage this month.
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 :-)”
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’.

Hi everyone
Some BT TV customers incorrectly charged for Broadband usage in February.
We’ve noticed an incorrect Broadband usage charge for January usage has been applied in the February bill to a small number of BT TV customers on a limited broadband option. We are very sorry for this mistake.
What we are doing to put things right?
We’ve fixed the issue so it’s no longer a problem.
We’re crediting back customers for any incorrect charges.
If you have been affected by this we will adjust and automatically credit your next bill.
Question: How will I know if I have been affected?
Answer: If you have received a usage charge for January in your February bill and if you have a BT TV subscription then you will have been affected.
Question: How do I get a refund?
Answer: If you have not already had your automatic refund we will be automatically crediting the full charge on your next bill.
Question: I am a BT TV customer, why can I not see the usage monitor?
Answer: At the moment, BT TV customers can’t view their usage. You will see this message:
The usage monitor is currently not available for a small number of customers. We understand how important it is to monitor usage, and as you're not able to view the usage monitor we will not charge you for going over your usage limit this month. You don't need to do anything, we'll take care of that.
If you see this message, please be reassured that we've not charged you for any YouView usage this month.
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 :-)”
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’.

Broadband over-usage - being charged for first mon...

Hi there,
Last month I went over my broadband usage on option 2, but was informed at the time that I wouldn't be charged for this as you only get charged if you go over again. I've now upgraded to option 3 so this won't happen again. However, I received an email this morning saying that I will have to pay £40 for going over during that first month period.
The chap I spoke to on the phone said not to worry as I've already been told I won't be charged but I would really like confirmation that this is the case as I cannot afford to pay this money. As far as I'm concerned, that was first month usage and I shouldn't be charged.
Many thanks, Adam.
Solved!
Go to Solution.

BarnabyMoo wrote:
Hi there,
Last month I went over my broadband usage on option 2, but was informed at the time that I wouldn't be charged for this as you only get charged if you go over again. I've now upgraded to option 3 so this won't happen again. However, I received an email this morning saying that I will have to pay £40 for going over during that first month period.
The chap I spoke to on the phone said not to worry as I've already been told I won't be charged but I would really like confirmation that this is the case as I cannot afford to pay this money. As far as I'm concerned, that was first month usage and I shouldn't be charged.
Many thanks, Adam.
Hi Adam. You are correct, you should not be charged the first month:
"If you exceed your usage allowance, you'll be charged for additional usage in units of five gigabytes (GB), at £5 per 5GB. Charges will apply from the second month you exceed your allowance and will be shown on your BT bill."
You can read all about it here:
http://bt.custhelp.com/app/answers/detail/a_id/10495/~/broadband-usage-policy
toekneem
http://www.no2nuisancecalls.net
(EASBF)

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.

I recently purchased "The Simpsons Movie" on iTunes, but it is not appearing on my cloud - or under recent purchases in iTunes. I was charged for the purchase and received a receipt. During the download i received an error message.

I recently purchased "The Simpsons Movie" on iTunes, but it is not appearing on my cloud - or under recent purchases in iTunes. I was charged for the purchase and received a receipt. During the download i received an error message.

Store > Check for available downloads
Or report a problem...
tt2

Why am I charged so much for Broadband???

I've just looked at my bill and I'm being charged £28.35 a month for my broadband, but the most expensive package I can find on BT.com is £26 and that includes Infinity - I only have an old 2.0 homehub...
The billing info pages aren't very helpful so I can't find out why I'm paying so much. Any ideas?

It's not the model of homehub that determines your bill, it's which package you are on. You may also have your line rental included in that figure. Line rental is about £15. If you contact Live chat should be able to explain your bill to you.
See this link for broadband packages to establish which you are on or its equivalent
http://www.productsandservices.bt.com/products/broadband/packages
Link to live chat
https://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums

Charged twice for Broadband? Bill is confusing

Hello.
I signed up for Option 1: 10Gb Broadband and unlimited calls.
My bill appears with these charges:
Package Broadband and calls - £15.99
and [quote] "this package gives you • Calling plan Unlimited Anytime Plan • Broadband BT Total Broadband Option 1." [unquote]
then
Internet Phone
BT Talk Anytime Plan - £5.99
[quote] This is the cost of your Broadband at £5.99 a month charged in advance. [unquote]
That appears to me that I pay for a bundle at £15.99 a month which includes Broadband, and then a further £5.99 again for my broadband.
I'm confused.
In the month I made only three calls through the internet phone and these were after 7pm so no charges there.
... and just to add confusion, when do I get the £40 for my new BT Credit Card??
Many thanks.

Had a quick reply through BT's email enquiry form from a Digital Care Advisor.
Apparently, I opted any time package on my BT Broadband TalkVoip service so I had been charged £5.99 on all my bills. (I have no recollection of 'ticking this box.')
So my 7 calls in 3 months via BT Broadband Talk VoIP cost £17.97.
Now I'll need to contact someone to request removal of this BT Broadband Talk option. I assume that it *IS* possible to have unlimited Landline Call option and the usual after 7pm and weekend free VoIP calls.

Charges for Broadband - during fault

Similar Messages

Maybe you are looking for