one-off charges

[bul_bul]

I have 2 lines on the same number with BT. Recently I had my line cut off due to disputed one-off charges. I called the number who handles the enquiry. i was told that it's been a mistake and the line would be back on in half an hour. After an hour i called back but this time someone from the faults department said it would take up to 2 hours. Called again later in the evening but told it would actually take up to 24 hours to get the line back on. The line didn't come back on that evening and I could not make any trade over the phone, costing me a substantial loss for the evening. I did called back the billing department first thing in the morning, paid the disputed amount in order to get my line back. And was re-connected straight away. But only one of the lines are working now. I called the faults department to discuss but was told that the system shows "a possible fault on the site." And was suggested the engineer to come and check it. I was told that if the fault is in one of my equipment that i have to pay £149.00 for the engineer charge. When i asked for the definition of the "my equipment" the operator said the socket for the first line is BT's property and the second socket was mine.... Now the catch... Never in any correspondence nor when I was sold the second line I was told this. (The disputed original charge had have occurred  when i called in the engineer to look at the problem when again one of lines were not working. I was told then on the phone that if the fault is in one of my equipment i would have to pay for the engineer call, which i agreed. But engineer could not find any fault on my handset or the line cable nor he could solve the problem at the site. The line came back after a couple of days out of blue.)

I then demanded the cancellation of the second line as it is not working and i know for the fact that i will be charged £149.00 again, but was told that I'm in a 5 years contract and will be charged for the cancellation. I don't recall being told about this when i agreed to take on the second line. Now I'm still paying for two lines, one of which is not working and can not cancel the second line... What can I do?....

[Fiona]

Hi

I have sent you a private message.

Kind Regards

Fiona

BT Business Forum Moderator

[paulwelsh]

We recently switched over our business to BT from Opal/Talk Talk.

We have two lines - one for general use and one for credit/debit card use.

We recently received a bill (dated December 😎 which included a "one-off charge" of £26.35.

When my wife enquired of BT as to what this charge was for she was told that as we did not use 500 minutes of call time there was a charge.

I dealt with BT when switching over from Opal/Talk Talk but at NO STAGE when I was sold this package by BT was I made aware  that there would be a charge of any amount if the 500 minutes were not used in full.

During her enquiry my wife was told she should make more calls! 

1. We do not encourage employees to use the 'general' phone - it's a business!  

2. The second phone is for credit/debit card use only. NO calls have ever been made on this line and will not be made on this line.

I tried ringing the BT Business department but it closes at 6pm.

To me this is not a good deal. 

Maybe someone from BT would be good enough to get in touch.

i should also add that we signed up for a business mobile as well as switching the house line and broadband to BT.

[markp]

Hi paulwelsh,

I am sorry to see that you feel you have been miss sold one of our products, if you can email in to support@btbroadbandoffice.com, with the account/line details, we can make sure that the appropriate team

looks at your issues, to get them resolved.

Regards

Markp

[scottelkington]

I've also got a problem, I spoke to a department in the UK who helped me resolve a dispute with my previous bill, I then in November had more problems and tried to contact this team again (she gave me the email address: customer.focus.billing@bt.com) and also sent an email via the contact us page regarding my bill, but I heard nothing, I've now just had a bill stating that I owe the previous bill AND a cancellation fee (advanced charges because of a 5 year contract I presume..?). I have no way of paying this, I simply wanted to be able to pay my bill and continue using my line. Getting any type of contact / help from BT from a person in the UK that is capable of sorting these problems out is nigh on impossible!! PLEASE HELP!!