Incomprehensible bills after taking line rental sa...

On 2 August 2010 we paid for one year's rental to start 24 August 2010, with unlimited calls at £4.99 a month to start from the same date. Our bill dated 12 August correctly showed the advance payment for the year, but also included advance payment for calls at our previous rate of £5.99 a month. When we emailed about this error, BT put us on £4.99 a month for calls from the arbitrary and wrong date of 6 September, and started charging for friends and family mobile. We emailed about that, and were assured the friends and family mobile was a mistake, and we would be credited for the wrong monthly call charges on our next bill.
This next, 14 November, bill is incomprehensible to us and to numerous BT staff in the call centre. Instead of just charging us for calls (because we have paid a year's line rental up front), BT charges us for a morass of rental+calls packages for various periods, less a morass of credits for rental, plus a mysterious charge (yes, charge) for 'line rental saver 1 Oct to 11 Nov 10', plus a (small but particularly irritating) charge for mobile saver. Numerous emails have resulted in numerous staff in the call centre trying and failing to explain how any of the charges and credits are calculated. We have however been offered a credit (on our next bill) of £14.97 - corresponding to the only item on the November bill which is both correct and intelligible, three months anytime calls 12 Nov to 11 Feb. This would indeed (I think!) ensure that we are not actually being overcharged overall, but we want an intelligible bill, and some compensation for the hours I have wasted attempting to understand the bill and talking to BT staff who don't understand it either.
I have attempted to complain about this following the complaints procedure on the website, which says you can complain by email. However, the (most courteous) chap in the call centre who has been admitting that the bill is incomprehensible has just phoned to say that such emails just go to the call centre, and to complain I must write to Durham. That also is irritating.

Hi NicolasL,
I can have a look here and decipher the bill for you.
Could you send an email in please with your BT account and telephone number along with a link back to this thread.
Just send to the email address in my profile and mark FAO Craig please.
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.
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Similar Messages

Line rental bill query

I have 2 bills come thorugh the post i have since set up a DD,will this take care of both, one bill is for line rental and the other one is my broadband,i dont want to get into arrears with my bill,one is around £180 and the line rental one is around £60,i have set up a DD that takes £79 monthly,thanks.

Hi vincent,
If you have two separate accounts you'll need to set up two separate direct debits (one for the line and the other for the broadband). You can set this up online if you have an eBilling account, all you need to do is log into www.bt.com/youraccount.
If you'd like me to check anything drop me an email at [email protected]
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the 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’.

Questions regarding how I pay my Line Rental Bill ...

Hi BT, I'm currently a BE Broadband customer, I was a BT Broadband customer back in the days when you had BT Home Hub 1.0 and 8mb packages which i was only getting like 5-6mb, 0.3mb upload and constant speed caps on my connection to 1mb. You guys didn't have true unlimited usage back then so being a gamer and someone that frequently downloads I changed to BE broadband. They gave me a steady 11mb connection with 1.3mb upload speed which I've been satisfied with. But now BE Broadband has been sold off to Sky which I don't think I want to be apart of as I've heard a lot of bad feedback and I really do not want to be forced into paying their line rental if I where to switch to Sky Unlimited.
So now I'm considering coming back to BT Broadband, knowing that you've probably improved over the years. I hope so. I know you have this whole BT Infinity going now but my area doesn't support fibre optic broadband and probably never will because I've looked on the BT Openreach website and it says there are no plans for my area to be installed with fibre optics which I would of wanted to have but oh well. What are the chances of my internet speed being the same as it is now with BE Broadband? I don't see why it would go any slower. Are your upload speeds around the same?
Also I have a question regarding the payment methods of your BT Line rental. I'm currently already on the BT line rental on the anytime calling plan. I pay the bill quarterly every 3 months, which I'm comfortable with. What confuses me is when I select the package to order BT Unlimited + Calls I only have the option to select Monthly Line Rental or Line Rental Saver. Why am I able to pay my phone every 3 months if those are the only two options? I'd prefrably want to stick to how I pay my phone bill. So further more how should I go about ordering BT Unlimited broadband without it interfering with my currrent BT line rental? I just want BT Broadband unlimited along side my current BT line rental method of pay. Would I still be eligible for the 6 months free and the gift card. Is the BT Home Hub 4 that comes with it free also? Also one more question, I'd need my MAC code from BE Broadband right?

This is a community forum. The people on here are other BT customers.
The speeds have certainly improved but only if BT's equipment at your exchange supports ADSL2/2+. If not, you'll get what you had before. While the speeds have improved, the same can't be said for the customer service. Upload on ADSL2+ can be up to about 1.2M. On ADSLMax, it's still capped at 448K.
BT like to combine broadband and phone on one bill. So if you get line rental and broadband, they will send you one monthly bill for both. You might be able to get them separately, but not through the web site. Try sales on 0800 800 150.

Billing document cancellation possible after taking Returns credit note

Dear Sir,
After taking the Sales Returns and issue of credit note to the customer, SAP is allowing to cancel the billing document. This gives double credit to the customer. Client is asking to block cancellation of invoice if the sales returns has been taken.
Can you please advise how to handle this.
Thanks & regards,
Tajudeen S.

I hope you are creating RE doc wrt a billing doc. in this case you have to write a copy control routine for your cancellation billing document and it should check for, If there is any subsequent RE has been created for an original billing doc then it should not be canceled.
Thnx..Jess

Annual Line Rental nearly expired, so DD doubled.

I've just received my latest bill; the first thing it tells me is that BT is raising my DD from £32pm to £60.60. There are two reasons for this :
1. My annual line rental expires 19/2/13. Fine, I intend to renew it this weekend. However, I've been charged for line rental from 26/1 to 25/4 (with a credit from 26/1 to 19/2).
2. We've been paying about £15-20 per qtr for calls to our son's mobile. He's just had BT phone and internet installed this month, so they'll disappear.
My first reaction was to try to have the DD reduced, even if just to £40. Using 0800 443311, you go through a long series of options, the last two being "amend your DD" and finally "Increase your DD". No other option, no chance to speak to anyone.
So I then rang 0800 800 150. Alas, after finally getting through, we had difficulty understanding each other. However, it seemed to come down to :
a) The only way to decrease my DD is to pay off the £90 debit. I have no problem with that, except that I'd then be paying the £33 line rental.
b) If I renew my annual line rental, it seems I'll have the £33 credited - in my next bill.
Obviously, it would all work out, because the debit would disappear, including the line rental. The credit would then be applied against the total of the next bill (wouldn't it?).
Again, I'd have had no problems taking these steps, in either order, provided that I could have a revised bill sent to me fairly soon. Alas, I'd have to wait three months, until my next bill arrived, to ensure everything had gone through smoothly.
Does anyone with experience of these things have any advice on the best course of action?
Solved!
Go to Solution.

I've now read a few earlier threads on this, and I think I've grasped the situation (which probably means I haven't).
I'm happy to renew my Annual Lline Saver (ALS), and move to monthly billing.
Presumably, to move to monthly billing, I'd have to pay off my credit balance, which includes £33 line rental. There's no mention of outstanding balances in the ALS T&C.
The situation I want to avoid is that of paying the £33 twice; once when I renew the ALS, and again when I pay off the credit balance.
While I'm sure any problems would be resolved eventually, I'd just like to avoid them if I can.
Does anyone who's made this move have any advice? I assume that everyone whose ALS termination date didn't coincide with their billing date would have the same problem.

How to sign up to line rental saver

i recently sign up with bt broadband and free w'end phonecall. at the time i wished to pay the annual rental in advance but for some reason or other i ended up with an agent and was unable to take the offer up - likewise F&F.
anyway, just spoke with an 0800 CS agent and have signed up for F&F but he said the system was blocking the annual rental option.
I have tried signing up for it online but no joy.
any thoughts as to why i'm being prevented from taking it up?
btw i've recently signed up for paper-free billing.
tia
geoff

Hi Southeastwalls,
Welcome to the forum. I would like to take a look at your account to see if I can add the Line Rental Saver for you. Please could you drop an email to the address found in my profile? Please make sure to include your BT account details and a link to this thread.
Thanks
Paddy,
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Line Rental (Saver) prices

I've just read
Line Rental Saver costs £169.90 for 12 months of Standard Line Rental. For orders placed from 9th May the cost will be £183.48.
Is this correct is there a price rice occuring imminently ?
Solved!
Go to Solution.

It was a email from BT - usual Libby Barr signature received early today.
This appears to be a genuine email as account details info matches mine.
Effectively it is advising that my line rental saver period is coming to an end soon (which is true) and giving me the options.
It reads
Don't miss out. Pay in advance again for your monthly line rental with Line Rental Saver to carry on saving.
It is easy to save again. Simply:
Have your debit or credit card ready to pay the one off charge
Click here to pay in advance again with Line Rental Saver
You may see a charge for monthly line rental on your next bill. But don't worry, if you renew Line Rental Saver, we'll refund any monthly line rental you may have been charged for the time after you renewed.
Line Rental Saver costs £169.90 for 12 months of Standard Line Rental. For orders placed from 9th May the cost will be £183.48.
If you choose not to reorder Line Rental Saver you'll return to Standard Line Rental (£16.99), which must be paid by Direct Debit. If you cancel your Direct Debit, we'll move you to Line Rental Plus (£18.99) – www.bt.com/linerentalplus

Increase in monthly line rental charges without no...

I have been with BT for a year now on the Unlimited Evening and Weekend plan. When we signed up a year ago, we just wanted basic line rental, but for some reason were given the Evening and Weekend plan at the same cost. Knowing that our year's contract was due to finish soon, we thought about leaving last month to go with a rival company charging us less, but decided to stay with BT to avoid the hassle. We have just recieved the first bill for the next year of our contract, and found that we are now being charged £3 a month more than last month (£16.60 instead of £13.60). It seems we are now paying the full price for the Evening and Weekends plan, despite never having requested this service in the first place.
Frankly, we cannot afford this increase. We were not given any notice of this increase, or sent any information warning us that if we wanted to leave it would have to be done before 25th March. I do not want the Evening and Weekend plan, but I know that BT will not let us out of our contract until next March. How can i change our contract so we are paying the same line rental as we were before?
I would like to say that I think it is extremely unethical to enter people into new contracts automatically without making them aware of the costs and terms.

Seems that the 1st contract would of been an package offer of some sort, when you renewed they simply continued the same package but put you onto full (normal) prices. Standard practice if you don't try and negotiate a deal, worth trying to speak to sales. Thaye should of talked you through the new contract price if you phoned them to renew. if it was a auto renewal advised (iirc) one month in advance then I would of thought it would have the new contract prices on the paper/email (that they should of sent)
edit: or even contact the mods to try and help http://bt.custhelp.com/app/contact_email/c/4951
Check your exchange or major service outagesIf someone has given a helpful answer, please click on their Ratings star on the left-hand side. ***

My calling plan and line rental are not shown in M...

When I look in My BT at 'My Services' under Phone, it shows Unlimited Weekend Plan - correct.
There is no mention of the Anytime Calls package that I am actually paying extra for, although this does show up on my previous bills. There is also no mention of the Line Rental Saver package that has also been paid for.
WHY?
Dave

The two telephone companies I use (no names) are probably equally awful for their not giving an accurate picture of what they do before putting a corporate hand straight into my bank account. The obvious inference is that they are dishonest which would, I might think, impact on their image and sales. What I have learnt to do is to complain immediately when there is an unexpected charge. People who operate by stealth usually withdraw the hand pretty smartly when they are challenged.
Good luck,
Art

Billing Document taking save without performing PGI

Dear Experts,
In our company all of our Billing is delivery related and we can not perform VF01 without performing post goods issue. But problem is we have configured a new company and after that Billing Documents taking save without performing PGI. Can you please advice us how can I restrict this again because we don't want any Billing document without PGI.
Thanks in advance for your kind support and co-operation.
Best Regards.
Ripon Kumar Paul

Hi Ripon.paul
--Go to copy controls T.Code VTFL & select your billing document & delivery document
In Header
Copying Req- 003
Assignment no- C
Reference No- E
check mark copy item number
In Item
copying Requirments should be 004 (deliver -related item). (You have to do PGI before doing the billing)
Data VBRK/VBRP - 001
Billing qty - B
pos/neg qty- +
Pricing type- G
Price source- E
Let me know if your problem is solved
Regards
Pradeep

Linesaver Line Rental

Today I have signed up for BT Linesaver following the receipt of a letter from BT. I have paid the £113.88 upfront online today.
Linesaver gives you a reduction in the line rental if you pay 12 months line rental up front. I addition to saving a couple of quid on month I also won't get the increase in line rental applied to my account in October when charges rise.
I received my phone bill a couple of days ago which included line rental at the old price up to 14th October 2010. This bill will be paid by Direct Debit in the next few days.
What I would like to know is whether BT will amend that bill to the take into account the reduced line rental or credit my next bill with the overpayment.
I know I can phone them and ask but it's such a pain calling their call centre and pressing buttons and listening to endless messages before you speak to someone.
Has anyone experience of Linesaver?
Solved!
Go to Solution.

Hi George, this isn't really solved, because BT have a very clumsy, outdated payment procedure. Yes, you will get your old line rental back, but not until your next bill. So you will have paid them twice for the month, for no good reason or benefit. I have taken them to task about this, and Lord knows the service staff are lovely, but BT refuses to have a dynamic payments system which reflects your status in real time. It makes me wild, and if I weren't getting a decent deal, I wouldn't put up with it. Please complain strongly, because they won't do anything about it if people put up with it. My Line Saver is due for renewal, so I followed the auto-link, but it is trying to get me to pay by debit card, and I want to pay by credit card, and it is sending me round in circles. I now have to contact them to get it sorted. Honestly, with today's technology as well!
Sincerely,
Carol.

Telephone number for Line Rental Saver for FTTP cu...

Hi all
Looking for a telephone number that'd allow us to renew the Line Rental Saver package that we currently have. We have FTTP so renewal on the website is a bust and regular BT phone support does not handle FTTP customers.
If anyone knows the number and the possible hours the line works that'd be awesome.
Thanks
Mr Zipf
<TL;DR>
BT sent an email today from [email protected] today suggesting renewal of Line Rental Saver. When trying to renew online the website says "yours is not a BT number" even though it's unchanged for years. Attempted to renew on the telephone and got through to human in a couple of minutes only to be told I needed to speak to the corresponding team in FTTP and spent 30 minutes on hold thereafter and the hold music was freaking annoying. Then called back a while later to ask for the telephone number and told I could have it if putting us through failed. After 15 minutes on hold, I hit a hard deadline that was mentioned up front. Sigh!
</TL;DR>

Hi MrZipf,
Thanks for your post and welcome back!
Sorry you're having problems renewing your line rental saver package online and for the length of time you've spent on the phone trying to get this sorted out.
No need to worry as I can help get you sorted from here. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Primus line rental with bt total broadband is it p...

I currentley have my line rental and call package billed through BT, and also billed seperatley have the top BT total broadband package, I rarely use the phone and was looking to save money on my line rental. I am more than happy with my broadband and would like to keep this the same. I have checked the primus website and can get cheaper line rental, and they allow me to keep an alternative broadband provider, however do BT Broadband have any problems with me using someone else for my linerental?

mykeyb wrote:
I currentley have my line rental and call package billed through BT, and also billed seperatley have the top BT total broadband package, I rarely use the phone and was looking to save money on my line rental. I am more than happy with my broadband and would like to keep this the same. I have checked the primus website and can get cheaper line rental, and they allow me to keep an alternative broadband provider, however do BT Broadband have any problems with me using someone else for my linerental?
Hi mykeyb,
Unfortunately you need the line rental with BT to have BT broadband,
You could save some money buy using Line Rental Saver, where you pay a reduced line rental charge up front.
have a read here:
http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=29984
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Line Rental Saver, New Customer - Where to sign up...

I'm wanting to reconnect my BT phone line and I've noticed this 'from £9.49/month' offer in line rental from BT with 'Line Rental Saver'. However on this page: http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=30390 it says 'Just choose your Calling Plan and add Line Rental Saver.' When I follow the Choose a Calling Plan link, I then select 'Get it Now' for Unlimited Weekend Calling Plan, enter my details but I cannot see the option for Line Rental Saver, only pay monthly options at £11.49/month. Can anyone help me find the right method to get the Line Rental Saver option? Thanks in advance.
Solved!
Go to Solution.

Hi TheTallOne
It should be an offered option once you enter in your post code/telephone number after selecting 'get it now' on the web page.
Its shown as a radio button.
If you are still having trouble drop me an email with your full name and address details with a link back to this post and I'll get it sorted for you.
[email protected]
Cheers
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Don't sign up with BT line rental for a year if yo...

I thought I'd already posted this, but must be on some other site.
I took out and paid for a year's worthof line rental with BT at the beginning of the year as it was more reasonable than paying by the quarter and they promised it would save me money. I was not told at any time that I would be paying an effectively extra £4.50 per quarter because I was not making enough calls with BT. The salesperson knew I was not and have not been with BT for calls for a number of years due to their call prices getting silly but did not tell me that this extra money would be deducted form my account. No one told me until my query today! I am on very low income of 7,200 p/a so every penny is much needed for vets, car etc, and daily living. I feel that I have been cheated on by BT and will be leaving them as soon as I am able.

Actually you did post in " Bill & Call packages".
Look no one on here can really help you out apart from the mods who are the only BT reps here.
Why don't you fill in this form ane explain what happened with a loink back to this post. They might be able to help you. It might be 2 or 3 days before they pick up on the message, but give them a try.
Fill in the form here:
http://bt.custhelp.com/app/contact_email/c/4951
All the best
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Incomprehensible bills after taking line rental sa...

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