Re: Mis-selling of BT Broadband

I am a little miffed with BT, well to be honest with BT Local business, I received a call from a man who sold me my BT Infinity package six months ago stating that it would be much cheaper than my old broadband, again with BT. However, after receiving my first quarterly bill I was astounded to find that my BT Internet charge had risen from £170 per quarter to £280 per quarter. I thought that perhaps there were administration charges and/or set up costs etc. After receiving another bill in the last week I now relaise that this is the bill that I shall be getting every quarter.
So you see, I'm very much annoyed that after being sold on the premise that I would have faster broadband at a lower cost I am very much dismayed that I now have to pay £110 more every quarter. On top of that, my BT Infinity broadband is not as good as my old service, I have to reboot my router every day because it doesn't register each morning and to top it all, I now have a crackly telephone line which I can only use infrequently because I can't hear the person I'm talking to on the other end.
This is not what I expected from BT and as this package is used for my business, I'm getting hacked off because it is interrupting my service to my clients.
I'm just looking for some light at the end of a very dark tunnel.

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Mis-selling of BT Broadband

Hi,
Just a question to see if anyone else has had a similar experience to me regarding the selling of BT broadband packages.
I called the BT order team regarding the £16 a month unlimited broadband offer that I had seen online. It had 6 month free broadband and a £25 Sainsbury's voucher over an 18 month contact.
I stated that I would like to sign up for this offer and tranfer from sky broadband. The member of the BT order team then informed me that they had another offer that was only available over the phone and was probably better for me. They explained that it was effectively the same deal that I had seen online but over 12 months and it included anytime calls but I didn't get the £25 Sainsbury's voucher. This seemed like a better deal to me so I signed up for it. I also signed up for the line rental saver.
Having had numerous other problems and delays in getting the phone and broadband connected (thats another story) I recieved my first bill. Given I was expecting 6 months free broadband and given I had already paid my line rental i was surprised to see I had a bill of nearly £40. When I spoke to BT regarding this they told me I was being charged for calling features that I was expecting to get for free and that my broadband package was £23 a month and there was no 6 months free on this package. Needless to say I was not very happy. I have tried to contact BT's customer services to try and get this resolved but I have found that their customer service is nothing short of woeful.
If anyone could assist in how to try and get this resolved it would be much appreciated.
Regards
Alex

Hi Alexpeet,
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BT - unethical practice & mis-selling

I upgraded my Broadband service with BT in January from option 1 to option 2 . Before upgrading I had done my research to confirm that existing discounts can be carried over. The FAQ section on BT's website clearly states that "When you upgrade your BT Broadband - for example from 'Broadband' to 'Unlimited Broadband' - you transfer with it any discounts as well as the remaining months of your current contract. The only exception to this is if the higher broadband option has a special offer." I specifically drew this to the attention of the BT sales person in my conversation with him and got him to confirm that this will be the case with this transaction. He assured that indeed my discounts would be transferred and the welcome to BT email I got even indicated that any special offers would continue as agreed. Imagine my surprise when I received my bill earlier this month and no discounts. I called BT this morning after 9am and spoke to someone in a call centre who admitted that they had made a mistake and this was likely to be a case of mis-selling. She transferred me to Andy in 'customer options' who didn't seem to have the details of my case. I had to start over again and then he tried fobbing me off to billing but when I insisted that I had been transferred to him to resolve the issue he then said he would escalate the case upstairs - apparently this meant he would refer the case to a manager who would listen to the original conversation in January and get back to me in 4 hours time. Guess what I didn't get a call back from BT, so I decided to call them back at about 4.30pm. It was back to the call centre again with the same questions and the same inane statements that weren't addressing the issue. She didn't ask for my reference number and even when I offered it she ignored my offer. I asked what action had been taken about my complaint and she couldn't tell what had been done. It was at this point that I realised that I was just wasting my time and decided to explore other alternatives such as using this forum to highlight the fact that BT doesn't honour it's contract, does not abide by the statements on its own website and does not follow it's own code of practice. I intend to complain to the ombudsman about this unethical practice on the part of BT and would also consider terminating my contract on the basis that BT has not kept it's part of the bargain. A brief scan of this forum indicates that unethical business practices are becoming the norm with BT. I also intend to tweet about my experience and write to other consumer groups to share my deep dissatisfaction with BT.

Hi Joe,
Welcome to the forums. I'm sorry to hear of the problems you're having with your service. If you click on my name to the left you'll see a link to a contact form under the "about me" section - if you fill out the details of your issue into this form, we can take a look at your account and see if we can get this problem sorted out for you.
Dean
BTCare Community Mod
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Slow Speed - Mis-Selling Story

I join BT recently on Option 3 unlimited.
Bit of a starting fiasco with wrong dates, two hubs arriving etc etc.
Settled down and was getting 3.2Meg download on an 'up to' 8Meg line.
Friend a couple of streets away gets just over 6Meg so called BT, first mistake.
Told I could have my line prated from 8Meg to 20Meg, needed some changes at the exchange and I would get a much better speed.
3weeks and 10 calls later, support established a line fault and engineer visit arranged.
During 3 weeks, told several stories including my ip profile had been set at 14.78Meg.
Engineer came tested my wiring, visited the cabinet in the next street and concluded.
I will never get more then 5Meg
It was 20Meg at the exchange, 7Meg at the cabinet and 5 at the house.
Seems only way to get near 20Meg is move into the exchange.
How far from the exchange am I, just 2km or 1.24miles !!
Angry & Frustrated at BT.
Poor support, mis-leading information from several different support folk.
Over selling broadband services, trying to get you to buy Infinity fibre optic, and get the old copper cables in the street replaced at your cost not BT's.
I understand about distance from the exchange, line quality etc etc.
But if you say' up to' 20Meg then this should be the average most people get, not what it can do theoretically, or at the end of a fibre optic cable in the exchange.
If I buy a 2.0l car that can do up to 80mph but I only get 20mph out of it, I am going to be angry and disappointed.
Mis-sold broadband - you bet
Will it get any better - no, not until the street cabinets or your house is cabled with fibre optics.
Should I have gone to Virgin or Sky - YES

rayr wrote:
Points taken.
BT engineer told me Infinity is fibre optic to the cabinet but copper cable to the house remains so removing some of the signal loss from exchange to cabinet. CORRECT
BT technical support told me they put fibre optic to the house.
Usual mis-information from BT. No BT do offer a fibre to home in some areas TWO options fttc and fttp
How are you suposed to make any sense or rational decision based on conflicting information.
All published speeds are estimated, (3 to 7.5 for my area) and according to the BT engineer are not totally reliable as each house can have different cabling issues. Even those next to each other can vary.Yes even internal extentions can be the cause ot that and they are not bt's responsibility
That's why they say 'you will get the best speed for your line'. Correct as do other isps
Using the car analogy you can at least test drive a car and if it does'nt do 80 mph as promised, dont buy it!
With BT they sell 'up to' 20Meg as it is good marketing and looks similar to Virgin/Sky.Sky use the same bt copper pairs as do BT and other isps
They can clearly tell you the speed at the cabinet, so why not be totally honest and when someone enquires tell them ' the speed at your nearest cabinet, 500yds away, is 7Meg'
We can all guess the reason why they do not do this.
So it is mis-selling, they know the speed at the cabinet but still sell 'up to 20Meg'. CORRECT the statement UP TO is used again as all other isps state not just BT
We have cable in the street and Virgin bombard me with offers every month, wish I had taken them now!
Only my loyalty to BT made me stick with them, not any longer.
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BT mis-selling deal £23.60

To whom it may concern.
I've just spent 75 minutes on the phone, 60 of them on hold. I've spent a lot of hours already on this and I have only just 'joined' BT! Previously, my internet experience had been a happy one.
I was contacted by BT and I agreed to a package of unlimited broadband and anytime calls and line rental for £23.60. It was the only deal that I had heard of in the 9 years i had been with my old ISP that persuaded me to change ISP's.
Turns out what I had agreed to is not what is appearing on my bill, Option 1 is on my bill with it's 10gb limit. I specifically said to the guy on the phone that I did not want a 10gb limit. He said there was no limit whatsoever. When I questioned how they (BT) could do it at that price, he responded 'BT own the lines'.
I have tried contacting BT 5 times now. I need to know in writing that this will be rectified. I would not have changed ISP's if it was a 10gb limit. I am now unable to rejoin my old ISP. The 9 years of loyalty and the benefits I had accrued with my old ISP are now gone. Thanks to BT I am more than disappointed.
I've looked up mis-selling and it appears BT have been practising it for a while. I feel so stupid for accepting what a person from BT said on the phone. But then again, sat in my front room in the evening I don't expect anyone to rip me off, especially not by someone who can have access to my phone number as this chap from BT did (and still has).
I've been lied to and made to feel like I have done something wrong. It's not fair. I didn't agree to the contract that i have been given. I agreed to unlimited broadband, anytime calls and line rental for £23.60 a month, with no hidden charges.
I repeatedly asked the man who phoned what the catch was, how could BT do it for the price, that the reason i hadn't gone with BT before was the 10gb usage cap, he replied that there was no catch, BT owned the lines , there was no limit and I could use it 'as much as you like'.
I have been advised to put my complaint in writing so that is what I am doing. I did speak to someone on Saturday who sounded convincing, but i have no proof of that call and have heard nothing since.
Hope there is someone who can help and advise me on the correct procedure, maybe even get the matter resolved without resorting to a deadlock letter and OFCOM or whatever the ombudsmen are called. I really didn't want this hassle.
Thanks in advance.
Mike (duped)

To know one at BT, but to anyone contemplating making the mistake of joing them - DON'T !!!!!
Oh Dear this all sounds horribly familiar. I was misold a package for unlimited broadband, anytime calls and line rental. I was quoted £26.80 by the salesman and in celebration of my new found deal, I wrote a post it note with the amount in big red numbers in felt tip pen, with a smiley face next to it and stuck it to the front of my Mac. This was to indicate what a result I had just had and to remind myself to adjust my monthly outgoings on my excel spreadsheet.
When my bill came, it was more or less the same as my previous bill and I was somewhat confused. I actually thought that BT had made a mistake and had not yet changed my contract over to the new one. I made the kind of confused face one of my dogs does (the less intelligent one) when he gets told off for being a bull in a china shop, by bashing into my lower leg and cutting me off at the knees. Oh yes, speaking of being cut off, I also had the pleasure of having the phone put down on me by a 'customer services' person the first time I tried to complain, after being on the phone for what seemed like an eternity. I should have realised that this was a taste of things to come.
To cut a long and tedious story short, a lady called me, told me there was no evidence of miselling after listening to a small section of the conversation. I suggested she listened to it in its entirety. She called me back and said that she had done so, but quite frankly she could have been having a cup of tea and a kit-kat at her desk browsing the net for all I know and on calling me back told me what I already knew she was going to tell me.
Im not going to bother to tell you what I said to the BT representative, because anyone with half a brain cell would have mentioned the same obvious things such as:
1.Why would I take out a contract that I was happy with and then wake up one day and say to myself "I feel like not being happy with my BT contract today, even though Im happy with it and although Ive got mountains of seriously difficult studying to do, Ill waste my time and call them and complain"
2.With regards to which party has anything to gain or who is more likey to indulge in miselling, it is a company providing a service which the customer is paying for and not the customer, who is paying for that service. The customer loses out, no one else.
LACK OF IMAGINATION
Why would you treat your customers like this for the sake of grabbing an extra 12 months out of them, only to lose their custom for the rest of their lives, while they make it their mission in life to tell every single person they can, that BT is untrustworthy and greedy.
BT (this bits for you) - have some humillity, be less greedy and stop behaving like a bank, because believe me, you will lose A LOT of custom and if another provider has the foresight to stop this practice of locking customers into contracts by the end of the telephone call, with no way of changing their minds AND making contracts shorter and more flexible, which has now happened with the mobile phone market, you will see a massive exodus of customers like you have never seen before.
So, I am locked in with BT for another 12 months - what joy. I will have to put up with BTs greedmongering until next year, but at least I know I am honest and straight and that when I do my job, I actually help people, rather than rob them.

Mis-selling of services, ofcom and poor service..

Just three of the many negative points I will be advertising about BT on any forum I possibly can.
A week of complaining and getting hung up on by "managers", along with lies and contradictory information from almost any person I have the dissatisfaction of talking to.
I shouldn't be surprised. BT were the same with my dads account and it seems the same with so many others on here.
Just today I have had Nina drop my call, then Moulisha passing me through to his manager who hung up on me as he didn't want to discuss my issues. Now I'm onto Niraj who is having "system issues" and so can't help.
At least your infinity package you sold me is as good as those 7 other individuals told me it would be... Oh yeah I forgot, after 2 days off work waiting for an engineer, your rather angry and rude back office staff call to tell me you don't actually do it in my area!
At least she kept interrupting and talking over me to stop me complaining on that occasion.. Like a true professional, even when I left my phone on my desk I could still hear her shouting at me like it was my fault you lied to me to get me to sign up.
That's ok though cos you will have my internet working by the end of this week like you promised me every time I have called.. What's that Nina??? Next Wednesday? You can't do anything as I have a open order for infinity??? The same infinity you cancelled without telling me on the 25th of November as you don't provide it in my area??? Oh well, at least you always have the option of hanging up on me!
At least you didn't charge me for sending out the router for infinity that I can't get in my area. Oh you have charged me!?? Oh good.
But that's ok as you do care at least as your going to get your magic department to call me back tomorrow (Tuesday), or tomorrow (Wednesday), or tomorrow (Thursday)??? No, tomorrow still hasn't turned up yet. Must mean a different thing in that part of the world (The North West of England if anyone was interested).
Thumbs up guys.

Welcome to this forum.
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There are some useful help pages here, for BT Broadband customers only, on my personal website.
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Mis-selling of BT package

Hi.I'm writing on this forum on behalf of my sister, who is unable to do so herself as she currenty has no internet access, courtesy of BT.
Her story begins with a phone call from BT - she was a Virginmedia customer with phone, internet and cable TV for £40 - the sales person offered her the 'full package' and said that she would get more choice of films, sky sport - exactly the same unlimited calls and internet access as with Virgin and all for £10 a month less. My sister is a disabled pensioner...but even I would probably have fallen for this as it sounds like a great deal doesn't it? Unfortunately it didn't quite turn out that way - the phone was taken over by BT and even though the salesperson said they would take care of cancelling Virgin etc it appears they didn't!( So whilst using BT she was still being charged by Virgin for 3 months..but that's another story)
The BT guy truned up to fit a BT vision box - it hadn't been delivered - he then advised that she'd need to have an aerial fitted for him to be able to set up the box(when it arrives!) he estimated cost around £100....are they kidding? Of course none of this was mentioned on the phone call...surely this one question from the salesperson would have stopped her going ahead with her BT order.....um, yeah, that's probably why it was never asked. So she can't have BT Vision - turns out she doesn't get unlimited calls or unlimited internet access either.She had carried on using her phone(same usage as £40 from Virgin) and racked up a large bill with BT.Has complained to BT, as a pensioner she can't afford the kind of bills they keep sending her. She now owes £330 allegedly...and has had her phone and internet cut off!!!Disgraceful BT.If we try to call you, as soon as her telephone number is entered it takes you dtraight to a recording payment message...message being we don't want to speak to you until you have paid your bill.
The worry for me is I live a long way away from her and the only way to keep in contact is via phone or internet - she lives on her own and in a flat(weith very steep stairs) and I'm worried something will happen to her and she has no way of contacting anybody. This is without the constant worrying herself sick over BT bills and how she's going to pay them!
Despite letters and requests for the recording of the conversation from BT nothing has been sorted out - except for a 'contract' change, which she knew nothing about. It seems that BT salespeople are misleading people in an effort to make their sales............anyone else having these kind of troubles?

Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT. The only BT employees on this forum are the forum moderators.
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Customer service mis-selling

A couple of months ago my contract ended and I couldnt wait to leave bt after being ripped off for 18 months .I found a cheaper deal elsewhere and was all set to switch but was talked round with an offer which was going to cost me £28 /month, my bill is now higher than it was previously and have been informed if I wish to leave it will cost me £140.Do bt save the telephone conversation recordings because my last words were "so if I agree the it will cost me no more than £28" yes was the reply so why am I paying £40

as I posted earlier it sounds like line rental has not been added as the 28.00 would be a calls and broadband package
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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Mis-sold and mis-led

Are there any more people out there who feel they have been mis-led and mis-sold a package?
Before I moved from orange I spoke to a bt operator who told me that I would be able to browse the internet/use the PS3 everyday for gaming without any fear of using all my 10GB allowance,
Now this is my 2nd month and twice they have contacted me saying I would be reaching my limit.....funny enough I havent used the PS3 at all /no downloading and because my speed is so slow I cant watch any tv/youtube etc so WHAT may I ask is taking all my limit.
I believe that I have been mis led and so before I look into legal action have any of you been DUPED

Cliffiord wrote:
I too, have been mis-led. The Broadband useage in option 1 is 10mb and I was told that this would be more than enough for my needs. Hiowever, it is ony just over halfway through the month and I am told that I will only have less than 3mb left. IU am told that I can up date my allowance but it will cost much more than my original tesco Broadband. I wish that I had not joined bt! Not only that but bt are suggesting that I go straight into Option 3 with unlimited useage at £25! This is £8 more than my previous Broadband provider. Unfortunately the only give me 7 days(which has long past) to cancel. This is poor and not only that I AM STUCK WITH THIS VERY EXPENSIVE SYSTEM FOR 18 MONTHS!!!! My motto: " Pay cheap...get cheap" - serves me right. WHAT A RIP OFF!!!!
Hi. Welcome to the forums.
Just for info the usage values are in GB, e.g. option 1 is 10GB.
It does depend on what you are using your connection for. Can you give an indication of use ? Smartphones, games consoles, catch up or streaming TV, skype video chat etc ?
You can check your usage using the online usage monitor (up to a day in arrears and given at midnight the previous day). See my shortcuts (link below) options 14d-14j.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Does it take a miracle for BT to get things right ...

We moved office back in July,had BT on the phone, ordering new line and services for the new office as well as winding up the old office account, didn't think much of it afterward because the manager assured me everything is under control.
Two days before the move, new line working and all seem fine, we wanted call forward as we needed to keep our old number but as its on a different exchange, this were the only option according to BT.
We knew we could port the number to VOIP, for cheaper and easier management of the phone system, but chose to stick with BT because we work with their engineers on different levels, so opt for paying £400 extra a year for the previage of staying with BT (VOIP would cost us nothing).
Then 2 weeks in, we got a bill for almost £300, shocked, only to find that BT also charged for line rental and ..wait for this, call charges for EACH call forwarded, at almost 25p per minute, as a support company our ratio is almost 90% incoming callls.
Called BT, after 2 weeks and almost 6 hrs on the phone, they admited that its mis-sold, they never told us about call charges or line rentals, then 2 more weeks, they decided to revise the bill so only call forward should be billed as per contract, thinking it is all over ? no way.
Four weeks ago, we start to get calls from debt collectors, from what what may ask ? yes, its from BT, accordingto BT, our old number still incured charges even though the manager told us all balance will trans to new office, not forgetting we also got a final bill from BT before we moved, to make matters worst, BT chose to sent these bills to the OLD address which we have no access to, knowing too well we have moved.
Then this morning we got another heart attack with yet another bill for the old number for almost £550, almost 3 hrs on the phone, cut off by their great customer advisors, the ones I got through to, even with the reference number that clearly stated their own mistake of mis-selling and NOT to charge us for line rental and call charges, they didn't have a clue and insist that I pay up, only after 2 hrs of continuese calling that I managed to speak to a person who read the notes and understood the problem straight away, but still took another 45 mins before I got through to the billing dept where this nice lady said ok, they will ask back office to sort this out.
The stress and the time wasted on something so so simple is enough to drive me out of BT, as a tech company who advice our customers, yes, you guessed it, I will start to migrate them out when their contracts are up, seriously, by going VOIP in the first place could have saved us so much hassle, if not money.
This is one of the most useless company in the UK, if not this planet.
If I get another mixed up bill next quarter, I will get my lawyer to deal with them, enough is enough, because I know I am in the right, BT already listened to the original calls and confirmed a mis-sell, yet they are useless at fixing the problem, even though this may sound like its all over now, I still have to deal with the debt collectors because even after 4 weeks, BT still not got back to them as to why and what.
Once again, BT, you have out done yourself on this one with some of your most loyal customers.

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Help! When I was sold my package they agreed I cou...

I was wondering if anyone else has experienced the same things as me - I am literally puling my hair out. I got a phone call from BT Sales Dept around 25th Oct trying to get me to switch to Infinity BB. I said that it was the start-up costs which were putting me off. She said that she would ask her supervisor if I could spread them out over the first 3 months. She came back and said this was fine so I agreed to take the Infinity TV+ and Evening/Wkend calls package.
Of course no record of this was ever put on file and when they said they would try to locate the recording of the sales call no-one ever phoned back. They are still trying to charge me all the start-up costs in one go which I can't afford being a single mum - I have called India on a few occasions now, there are never any notes about any of my previous conversations (I am keeping notes, not that it does much good). On a call to India on 22nd Nov I agreed to pay some of the bill by card and he told me I could set up a regular monthly payment for £70 which would eventually go down. He promised that there would be no restriction placed on my service.
I went online today to check that the arrangement was in place only to find I am still on whole bill direct debit. I phoned India again this morning to find there is again no record of my previous conversation. I was also told that I have to pay £50 set-up fee for billing because I cancelled my direct debit. I was TOLD to cancel it by a BT rep so that the full amount wouldn't come out as we would set up a new arrangement on the 22nd.
Firstly, how do they get away with selling me this package agreeing verbally to spreading the set-up costs then go back on it? This is blatant mis-selling. Then every time they agree on the phone to do something, they don't do it. The customer service is appalling. I want to cancel the whole lot now but I gather that I would have to pay £199 for the box, still pay the set-up costs and a cancellation fee on top of that - I think I would be looking at over £300 to get out of the contract which I've had for 3 weeks.
I have now been told that I will be phoned back within 48 hours when they will have decided if I can spread the cost over the first 3 months! Of course, I doubt this will happen, there is probably no record of my last conversation anywhere and I expect my line will be restricted in the next few days because I haven't paid the whole of the bill. I used to work in the Legal Dept for Sky and quite honestly BT's service is outrageous. :-(

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to look into it for you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

The Big Infinity and BT Sports Con

I have received two mail shots from BT saying that if I upgrade to Infinity I will receive BT Sports for free. Small case of mis-selling as I can get BT Sports for free without upgrading to Infinity. In fact if I upgrade to Infinity I will be paying extra for BT Sports. I wonder if anyone less on the ball, excuse the pun, have been duped by the mail shot. Come on BT, you are better than that and Sky.

In my case they said.(I am currently on ADSL in an Infinity/Multicast area).
1. You will lose SS1 & SS2 & ESPN without infinity
2. We will install infinity for free if you sign up for another year of broadband.
3. We will reduce your Broadband Price by £0.40 per month. Not much but I was paying quite a low price anyway.
4. If you stay with ADSL and do nothing lose SS1 & SS2 & ESPN via. aerial
5. Get BTS for free via. aerial and broadband.
I know they are using the old SS channels on freeview but BTS is just a replacement for the old ESPN arrangement and I suppose they are providing more content, so that's a plus.
Broadening the discussion however, they are reducing the content on the on demand sections thus forcing you in someways to purchase the extra channels, I think £2.5/month, which is disappointing.
All the best

Re: Cancel whole package! Absolutely fuming!!!

I am having this exact problem now! Am reporting them to the ombudsman and office of fair trading for Mis-selling. I have never EVER dealt with such an ridiculous incompetent 'customer service' team apparently none of them speak to each other as I must have been passed around10 different departments no exaggeration. None were able to help me, I'm so frustrated I could cry!! Engineer was supposed to visit today hasn't turned up, I ring up and no record of the booking ( for which I'm supposed to be paying) you really couldn't make this up. I'm so angry. I will be taking my complaint as far as I can including the money feature in the guardian where they name and shame. These companies should not get away with such awful service something must be done. The time and upset alone it causes are disgusting! I am a photographer haven't been able to give my customers what they need as I don't have enough speed and it constantly drops out!

Fluff2013 wrote:
I am having this exact problem now! Am reporting them to the ombudsman and office of fair trading for Mis-selling. I have never EVER dealt with such an ridiculous incompetent 'customer service' team apparently none of them speak to each other as I must have been passed around10 different departments no exaggeration. None were able to help me, I'm so frustrated I could cry!! Engineer was supposed to visit today hasn't turned up, I ring up and no record of the booking ( for which I'm supposed to be paying) you really couldn't make this up. I'm so angry. I will be taking my complaint as far as I can including the money feature in the guardian where they name and shame. These companies should not get away with such awful service something must be done. The time and upset alone it causes are disgusting! I am a photographer haven't been able to give my customers what they need as I don't have enough speed and it constantly drops out!
Asyour post was made at 1029 this morning i do not see how you can say the engineer did not turn up as they can attend at any time up to 6pm I also do not understand your comment "you are paying for "
as to your speed and drop outs if you would care to post your hub stats on the speed and connections board then maybe one of the communiy members may be able to help you resolve your broadband problem
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BT Infinity Data Usage Wrong

After getting a warning at the end of January about my data usage exceeding 240GB, I've been pretty annoyed about the Infinity Option 2 service, since it is patently neither 'Infinite' nor 'Unlimited'.
I took it upon myself to monitor my own usage, and for the last couple of days I've been estimating how much bandwidth I've been using - I figured a couple of hours Iplayer, some surfing, a little Xbox would mean about 3GB max, so I checked my router which shows :
Connection time : 1 days, 19:49:44
Data Transmitted/Received (MB) : 1885.9 / 57.2
So, looks like I over estimated it, total is just under 2GB.
Now, issue is, I checked
http://www.bt.com/appsyouraccount/usage/viewYourBroadbandUsage.do
Which is showing 16.27GB, updated 02 Feb 2011 at 23:59
(It showed about 7.25GB, updated 01 Feb 2011 at 23:59 previously)
This is a vast difference - and even looking at the overlapping period, BT have me using about 8-9GB in one day, and I have a total of 2GB for that day, and the next. (Actually, I was at work all day on the 2nd, and at night my speed was 0.5MB/s - which I raised a fault for, so it would seem incredible)
Now, I'm incensed about what I believe to be mis-selling of the product, and locking into a contract that may mean no service (2MB/s for 30 days in useless to me since I use VNC for work), but this issue of them using incorrect measurements as a determining factor on whether to bother providing a service that's being paid for (at a vast premium over similar ones) would seem to be a major issue.
If they want only low usage customers who've never heard of Iplayer, they should market it that way, and allow people such as me to use providers more suited to our needs. Hiding information during the buying process, and using subjective and unauditable reasons for tricking people into paying for a service they have no intention of providing is unreasonable and should be investigated.
Anyone else had a similar experience?
For Info :
Getting the data information from your router :
1 - http://192.168.1.254/
2 - Click on Settings and Sign in (password on router unless you reset it)
3 - Click on Advanced Settings and "Continue to Advanced Settings"
4 - Click on Broadband.

Not sure anyone's still listening, but it's therapeautic to type it out, so here's the latest.
I went on BT's live customer service and reported it :
"We are currently experiencing some technical issues with our online service, which is why you are experiencing this problem"
I asked what my current usage was, ignoring the website tool as was told to call the 'fair usage team' on 0800 7076044.
I called them, spoke to someone who told me it was either
1/ My router had become unencrypted
2/ A Trojan
I asked why either of those would result in the router reporting the wrong information and explained how a router works - regardless of the source of the data transfer, the router would have it in it's logs (barring ridiculous scenarios involving hollywood movie plots).
I was transferred to 'the technical team' at 10:40, on hold until 10:56
back on hold 10:57
off hold 11:03 - informed they were 'getting hold of the customer services team'
back on hold 11:03-11:08 - told they could help and checking with manager, back on hold
11:24 - back off hold for a couple of minutes as they suggest there might be a button on the web page to report it, informed them I'd already raised a complaint with them 2 days ago and asked if they could just tell me my usage for February thus far - from their systems, back on hold 11:27
11:40-11:53 - informed they couldn't access that data. Now asking if the figures on the router could be wrong under any circumstances, Manoj, Ref vol011-45571649670 confirmed that those figures (and therefore the ones noted above) can't be wrong and include all the data through the router, regardless of the source.
This is confirmation that the figures BT are using to cap peoples service punitively for 30 days to an unusable 2MB/s are being overestimated (at least in my case) by a factor of 4.
I would presume that 300GB means I'm actually using 75GB.
Given up on the phone call now - 12:05 - he wanted to transfer me to billing.

Line Disconnected in Error

So, around the 20th of August I received a letter from EE stating that they were in the process of switching my phone line service to their own.
This was apparently in error and they were notified of this, as were BT, within ten days of the date provided on the letter from EE.
An ofcom complaint was also filed on the 1st of September (I was suspicious of EE, as I'd never made an application with them and they failed to address their intended client by name so I assumed this was a case of them slamming customers in bulk). I'll be quoting from their official response to that complaint below.
So after hearing back from ofcom it turns out this may genuinely have been an error on the part of EE:
Spoiler (Highlight to read)
Turning to the information from Openreach, it suggests that EE took over your line on 3 September 2014. It also appears the transfer was performed in error, rather than intentionally.
When a consumer’s line is transferred without their permission, this is known as ‘slamming’ which is a form of mis-selling. Regarding an erroneous transfer, this can happen as a result of a consumer having their line switched accidentally. More commonly, it can occur when a customer has requested service but instead it is supplied to a neighbouring house.
This is primarily caused by current limitations in providers’ systems not reliably identifying the new property and therefore the wrong property is accidentally targeted for takeover. It would also mean the account would not be in the original customer’s name. Even so, an erroneous transfer is still not acceptable.
Turning to the information from Openreach, it suggests that EE took over your line on 3 September 2014. It also appears the transfer was performed in error, rather than intentionally. When a consumer’s line is transferred without their permission, this is known as ‘slamming’ which is a form of mis-selling. Regarding an erroneous transfer, this can happen as a result of a consumer having their line switched accidentally. More commonly, it can occur when a customer has requested service but instead it is supplied to a neighbouring house. This is primarily caused by current limitations in providers’ systems not reliably identifying the new property and therefore the wrong property is accidentally targeted for takeover. It would also mean the account would not be in the original customer’s name. Even so, an erroneous transfer is still not acceptable.
However... My line has actually been disconnected. This is despite calling BT and telling them not to disconnect my line, and no correspondence was received from BT to notify me of this disconnection until two days after it occurred.
On calling them to complain about this, on the day they disconnected the line, I was passed to a sales team who told me to wait two days and that they would call back. My issue would be resolved and it would take ~15 minutes.
So, after waiting two days they called as agreed. The call was from this point forward treated entirely as a sales call, offering me the standard three month introductory reduction of a few pounds per month "as an apology", and selling me up front line rental (I presume they are targetted on this) on the grounds that it's "what I had before" (it wasn't).
So eventually they set me up a new account and contract, with a new waiting time for reconnection of 14 days (plus the two days prior I spent disconnected). The complaint was not logged and no mention was made of the emergency reconnection service:
Spoiler (Highlight to read)
If it is the case that EE has now taken over your line, you should ask BT if they can use the emergency restoration process. This should enable your service to be restored quickly. However, if BT has chosen not to adopt this process then they will need to follow the standard order process which can take up to two weeks.
If it is the case that EE has now taken over your line, you should ask BT if they can use the emergency restoration process. This should enable your service to be restored quickly. However, if BT has chosen not to adopt this process then they will need to follow the standard order process which can take up to two weeks.
I can only assume from this, and from other forum posts, that BT have chosen not to incorporate this into their procedure for reconnecting clients. Which begs the question, why the hell not?
There was also no mention by the agent I spoke to of their code of practice regarding erroneous disconnections:
Spoiler (Highlight to read)
Disconnecting your phone by mistake
If we cut off your line by mistake, you can claim daily-rate rental credit. We’ll work out the compensation from
the moment we cut you off and take this amount off your next bill.
Disconnecting your phone by mistake If we cut off your line by mistake, you can claim daily-rate rental credit. We’ll work out the compensation fromthe moment we cut you off and take this amount off your next bill.
Spoiler (Highlight to read)
Daily-rate rental credit
If you don’t ask us to divert your calls and we fail to supply or repair your phone line on time, you can claim a
‘daily-rate rental credit’. We’ll work out the daily-rate rental credit by:
• multiplying your quarterly phone service rental by four;
• dividing this by 365; and
• multiplying this by the number of days we were late in installing or repairing your phone line.
• If you can prove that you’ve lost money as a direct result of us not being able to provide or repair your phone
line in the time we said we would, you might be able to claim that financial loss. You can find out about the
limits on how much you can claim for each line affected at bt.com/terms. You can claim a financial loss on top
of a daily-rate rental credit.
• You can claim for financial loss if you’ve asked to have your calls diverted, but not for the cost of extra mobile
phone calls you make within the first five days of us going over our promised times. The terms and conditions
in the contract between you and us apply. You must make your claim within four months of us putting matters
right. If you’d like a financial loss claim form, please contact us (see ‘How to contact us’ on page 18).
Daily-rate rental credit If you don’t ask us to divert your calls and we fail to supply or repair your phone line on time, you can claim a‘daily-rate rental credit’. We’ll work out the daily-rate rental credit by:• multiplying your quarterly phone service rental by four;• dividing this by 365; and• multiplying this by the number of days we were late in installing or repairing your phone line.• If you can prove that you’ve lost money as a direct result of us not being able to provide or repair your phoneline in the time we said we would, you might be able to claim that financial loss. You can find out about thelimits on how much you can claim for each line affected at bt.com/terms. You can claim a financial loss on topof a daily-rate rental credit.• You can claim for financial loss if you’ve asked to have your calls diverted, but not for the cost of extra mobilephone calls you make within the first five days of us going over our promised times. The terms and conditionsin the contract between you and us apply. You must make your claim within four months of us putting mattersright. If you’d like a financial loss claim form, please contact us (see ‘How to contact us’ on page 18).
In regard to their correspondence regarding the disconnection: I do especially like the way that they only bother to send letters and emails regarding them charging you for disconnection. Absolutely no warnings or notifications prior to disconnection (which according to ofcom's website, should also be sent by your current supplier) and my phone call to them to tell them specifically not to disconnect me was completely ignored.
Anyway, I thought I'd post on here as responses from the online complaints submission form are slow as hell. Hopefully a mod will pick it up as they appear to be quite competent based on responses to other forum threads.
Plus at least this way my issue will show alongside others in google search results (and oh my, does this appear to happen a lot.)

Hi Nihil,
Thanks for posting. Sorry you've had such a bad experience. I'll take a look into this for you. Drop me an email with the details. You'll get the 'contact us' link in my profile.
Cheers
David
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 :-)

Re: Mis-selling of BT Broadband

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