BT Account problem!!!

[Mad_Lad]

I rang bt at the end of January to cancel. Grand I though. Got digiweb. Now its crap want to cancel. No problem I thought. I rang bt to order the 3mb broadband and line last Friday. No problem they say. Rang them up Tuesday to see what the story was, surely it can't take long to reconnect the line, after all it was only disconnected at the exchange. They said we will ring you back Thursday, Yeah sure I said in my own mind. So I rang them today, they said oh.....were you not told??? Told what I said. Eh... it will take between 6 weeks and 2 months!!!!! Your having a laugh I said. No it's true. I said okay I'll ring Eircom and get the line with them first to speed things up, then ring bt back when the line is activated. I rang Eircom to reconnect the line, they asked for the old number. They said the line is still active and it was still in my name!!!! I said how could that be?? She said well they obviously didn't cancel. I nearly cracked up. Rang Bt back and they said I have an outstanding bill of over €320.00. They have reference that I, or as they say, SOMEONE rang up to cancel the acount at the end of January, but they couldn't prove it was me, and it didn't say to cancel what. I had Digiweb in by then and have not used the bt line or broadband. I got E-mails telling me that my bill is available to view online, I thought that I was still registered on some automated E-mailing system and thought nothing of it! Until TODAY!!! I asked them whats bt's procedure for claiming unpaid bills??? do they not disconnect the service? Do they not send out a letter? She couldn't answer me she didn't know. So what the hell do I do?? I have the line in, it wasn't disconnected in the first place, Am I fecked?

[howfast]

Hi Mad Lad

Whatever you do resist the temptation to try the BT connection again!

BT can tell from their system logs when was the last time you used the service. They will insist you pay upto that billing period which I think is not unreasonable.

Get on to BT Billing and ask for a refund for the billing periods after the last one in which you used the service.

If they are not forthcoming don't bother with their sales agents, contact the Head of Customer Sales directly [ring the BT headquarters landline, you'll find the number in the phone book].

I had a problem sorted this way when both BT TS and Sales agents couldn't or wouldn't sort it out. BTW I got the refund I was looking for at the time.

Oh and don't forget to confirm your service cancellation instruction again but this time do it in writing.

Howfast

[Mad_Lad]

Hi howfast. I reconnected the modem today just to see if it worked. And it did! I did a speed test and I was only getting around 1.3mb. it's suppose to be a 3mb connection! Maybe they have gone downhill, or maybe there is a problem. I don't know but it's making me think twice. I think if digiweb don't sort the speed issue out I might go on to their 1mb package. I'm only getting 800k-1.3mb max anyway! Bt can demand all the money they want, as I cancelled the direct debit in January :-)

[oneill.dav]

Some of BT's call center agents are terrible, or at least their system for logging, needs to be addressed. If ever you do business with them again, make sure you always ring back to confirm your instructions with a different agent. That way you can be sure that the job was done correctly in the first place. If the job wasn't done correctly, then you can address it early on and quickly. Never go on one agent's word. The amount of feck-ups is just unreal!


Seifer.

[Mad_Lad]

i got a phone call the other day from bt. thay said they realise they made a mistake and are giving me a full refund for the time I didn't use hte service. They know I didn't use it, and they have a log that I called to disconnect in January. So that's good news! But it is a lesson learnt!!!

[oneill.dav]

Originally Posted by Mad_Lad

i got a phone call the other day from bt. thay said they realise they made a mistake and are giving me a full refund for the time I didn't use hte service. They know I didn't use it, and they have a log that I called to disconnect in January. So that's good news! But it is a lesson learnt!!!

Ah, they caved in. That's quite pleasing to hear. I'm sure there are many people just as tormented by this sort of issue who'd also be delighted to find out that they actually have a chance of winning.

Well done!