Trying to change broadband package

I've been trying to change my broadband package for over a month now. I'm still on the old Option 3 unlimited broadband, I want to be on the current Unlimited broadband package which is half the price for the same service (£16 versus £30.50). I sent an email and received a callback over a month ago and was advised that changes had been made. I checked last week and I was still on the old Option 3, after going on Live Chat I was told it would be resolved and I'd receive an email to tell me when it was changed. No email received by today so went on Live Chat again and they confirmed that no changes had been made but this time were very evasive and again wanted me to wait to be contacted. I can understand why BT would want me paying double for the same service but surely they can't just ignore my requests?
Can a mod help please? I've tried the Complaints section on the Contact Us form but it just directs you back to the same customer service teams which haven't done anything so far.

Hi sd7,
Thanks for posting and apologies that this is going on for so long.
I can help you with your package from here. To get in touch, click on the "about me" section of my profile where you'll see the link to "contact the mods".
Whenever we've received your details we'll take it from there.
Thanks a million,
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’.

Similar Messages

BT can't find my broadband package - Help/advice n...

Hello
So glad I found this forum – I'm in need of some help before I go mad!
I have been a BT internet customer for nearly 10 years.
The trouble started at the end of July when I tried to add BT sport free (I have Sky). I couldn't do it online, so I went on online chat and they said I didn't have a broadband account with them. After an hour of me trying to convince them that I am a customer, they finally said they couldn't help me other than to suggest I talk to sales to add broadband to my account – I already have BT broadband!
I then emailed the residential customer services team via the complaints route to express my dismay at the poor treatment of a long-term loyal customer and to request that they intervene and sort the situation out for me.
They repeated that I only have landline showing with them and asked whether I had another account number. My internet has always been billed separately to my phone account, but looking through all my documents I couldn't see that I'd ever had an account number for my internet service.
I discovered when I looked at my account in BT Yahoo email, that I was still on the BT Yahoo Anytime Plus service, but there was no account number to be seen anywhere. Like many people on this forum I received occasional emails from BT at the end of 2011 saying that I would be transferred to BT Total Broadband Option 1 at some point, but this obviously never happened.
On reading this forum I discovered that there are a number of people like me who have 'unaligned' accounts where they're still on an old service that is billed separately and not linked to their MyBT account. I also read on this forum that someone had managed to find their separate internet account number by checking their bank statement direct debit info. I did this and managed to find an account number (starting GB followed by 8 numbers) but I've tried to use it online myself and it isn't recognised, so I've emailed the residential services team with this number.
They haven't replied to me yet – it's well past the 72 hours they're supposed to reply in – and I've got a strong feeling they're just going to say they can't find the account number on their system. If they reply at all.
Interestingly, I went onto my BT Yahoo email account page today and my internet product had changed from BT Yahoo Anytime Plus to BT Total Broadband Option 1.
Now, I don't know if my message has triggered some action at BT's end, but if it has they haven't told me. My big concern now is that my BT Yahoo Anytime Plus was unlimited with no contract and it now looks like I've been moved to a product with a tiny 10GB limit. I run an online business so I'm rarely offline and I'd exceed my limit within a few days. I'm worried that I'm already exceeding my usage, and if I hadn't looked I wouldn't even know I'd been moved.
All I want is for BT to recognise and merge my accounts, and then I can upgrade to an unlimited package (which will cost less than what I'm paying now anyway). And then I can also add BT Sport, to which I'm entitled and not able to get because BT's systems are rubbish.
I'd thought about simply cancelling my existing direct debit and ordering a new broadband package, but I really need to keep my email address as I've had it for years and I use it for business.
I've seen that there are lovely mods on this forum who can help, so I'm hoping one can come to my rescue before I pull all my hair out – I've got nowhere so far and it's been more than 6 weeks since my intial contact with BT.
Apologies for the length of this message!
Many Thanks,
Justine
Solved!
Go to Solution.

Hello again
Can anybody tell me how long it normally takes for the mods to reply to a contact form please? I submitted an enquiry via RobbieMacs's profile link on 18 September and have not yet received a reply or acknowledgement. Does it normally take a few days to hear back from them?
My problem has also worsened. As I mentioned above, someone has been tinkering with my account because last week I was moved without warning from BT Yahoo Anytime plus service to BT Total Broadband Option 1, without being informed. Then on Friday I received a 'Welcome to BT Broadband' email (I've had BT Broadband for nearly 10 years!), and last night I for the first time ever in nearly 10 years I received a usage warning.
So, not only has my account been moved without telling me, but I've been moved from an unlimited service to a capped service (for the same price) and I'm close to reaching my limiit after a few days usage.
But, despite the behind-the-scenes tinkering, my internet product still hasn't been merged with MyBT account so I cannot access it online to upgrade to an unlimited package, and I cannot call them as they will just tell me they have no record of me having broadband with them (I've been told this too many times over the last few weeks and it drives me crazy everytime - it's as if they think I'm making it up!).
I'm so close to jumping ship to Virgin, and I think if I start incurring extra usage charges because I've been moved on to a product I currently have no control over, it may well be the last straw!
Thanks,
Justine

Can I upgrade my BT Broadband Package within 12 mo...

Hello.
I've just tried to upgrade my Broadband Package but the amount in the order appears to be £0.00p.
I currently am on the ordinary Broadband package but I wanted to upgrade to Unlimited Broadband but that option for some reason wasn't listed in the options.
I thought as Infinity is available in my area, I would go ahead and get the £15 a month as it's actually £1 less a month for the first 12 months.
I've submitted my order but there was no amount in the order and the item I ordered wasn't listed in the order and I didn't have to enter my debit card details.
So I don't know if I've ordered BT Infinity 1 or not.
When submitting my order, it said this at the top right of the screen:
Broadband and Evening & Weekend Calls
Your contract started on 21/08/2013
Your contract finishes on 20/08/2014
So do I actually have to wait until after 20th August to upgrade my package?
If so, I find that ridiculous!
You would think BT would welcome any customers wanting to pay them more money for their current telephone, broadband or BT Vision/Youview packages!
Please can anyone help and advise?
Many Thanks.

brymbo76 wrote:
Surely there must be some BT people or other BT customers on this forum that understand my situation as to whether I can upgrade and change my current Broadband package within 12 months of my current package?
Please can anyone else advise me?
Thanks.
You should be able to upgrade at any point within your contract, although doing so may start a new contract period.

Online Security - Changing Call Packages

Hello BT Forum,
Just a quick question.
It seemed pretty easy for me to gain access to details of my Mother's call package; I was after was the expiry date of the current contract. All it needed was her telephone number, postcode and a tick in the box.
So what is to stop kindly me or some nefarious person from changing my Mother's call package without her knowledge?
I find it perturbing that access to these details was so easy.
CFAM
Solved!
Go to Solution.

Thank you for your suggestion.
I did use the live chat facility but the BT agent was unable to assist - they do not have access to the full account details. I also tried their telephone call centre but their operator did not have access either, he suggested that I contact their 'new/retention customer' division. There I found out the details of the contract and immediately thereafter the BT Agent tried to persuade me to 'upgrade' the service and that it would be 'stupid' to cancel the current contract.
It seems to me a rather bizarre process to go through to get what is in effect a 'date,' which could easily be written on the monthly bill that is sent. Again I was somewhat amazed at the ease with which I was able to obtain the information but then I do know more details; and perhaps all I was after was an end date.
However, after a little searching I found that rolling contracts are no longer offered by BT (web link noted below). I was advised that the terms of any existing rolling contract is maintained on a 28 day rolling contract. That this contract can be cancelled at any time without penalty. This is the information I need as I am preparing my Mother to be connected to broadband.
So I have the information I need to make a decision about broadband packages.
However, what does not help at this stage is the bombardment of BT advertising literature promoting their Sports Channel with unlimited broadband. I am sure that such a service will appeal to many but to my seventy year old Mother, such a package offers little benefit or incentive.
Regards,
CFAM
http://bt.custhelp.com/app/answers/detail/a_id/10757

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I am experiencing issues trying to upgrade my Broadband package to unlimited using www.bt.com. Once I log on, I have followed the appropriate links and get to a point where the website tells me I have broadband from another provider and need a MAC code which is a bit mystifying to say the least! And worrying since I am already very close to my 10GB allowance after only a few days where we have not been downloading anything significant...
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Hopefully, I will get through to someone on the phone who can do the upgrade but I am not feeling too confident right now!
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If you are having problems with your order, drop my colleague Stuart a reply to his email and he will be more than happy to help you with that order.
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If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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I agree. Seems a very one-side contract... and one that cost to terminate. I received the email, but to find out the changes you needed to go to a website... that my PC thought was dodgy and recommended that I did not open it!
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If you found my post helpful, please give Kudos on the left!
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Trying to change broadband package

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