SO we have been with BT for about 10 years now (and before but not with me as account holder) so when it came to us moving house we thought we would take BT with us. We were told we would have to pay £124.99 for line connection but we could pay £90 for BT Vision+ and the connection fee would be waived.

I emailed them about the time of the move and was told (via email) by a guy called David that yes, we would pay £90 for the box, and nothing for the connection. So we paid the £90 by direct debit.

Fast forward until now and we get the latest bill with a one-off charge for connection of just over £106 so I get in touch and was told (via email) by a guy called David that there never was such an offer and that we have to pay for both the box and the connection.

I am fuming (as I'm sure you can imagine) and am seriously considering binning BT altogether to get our broadband and phone from Sky.

I don't really know what advice I am expecting, I think I just needed to vent about the big conning gits.

Probably dealt with a random in the call centre who didn't put the order through properly to give you a free box and waive the standard PAYG BT Vision set up charge.

BT Support are regularly on this forum. Hopefully someone will be able to help you out. Seems crazy to reward loyalty with a kick in the baws... hopefully you'll get someone to fix this out for you.


All the best.

Contact BT back again and complain.
I believe that anytime you contact them it is logged against your acount, it will also log the name of the advisor who dealt with your enquiry.

Hi izanami,

I am sorry to hear of the problems you have had with BT regarding your Home move. I would like to take a look at this for you. Please could you email me your BT account details, along with a link to this thread? My email address is btcare@bt.com.

Thanks

Paddy