[dubmuffin]

I was called by BT at the beginning of Feb as my cheap unlimited broadband and calls package had come to and end (£15.80/month) There was an offer of a broadband package for about the same cost, but after a bit of discussion I agreed to upgrade to Infinity 40Mb limit for and additional £7.35/month. The day after it was installed I got a letter from BT stating they were upgrading the area to Infinity at no extra cost and there would be no change to my existing contract and the price I pay would remain the same. So, if I had chosen the broadband package rather than infinity, I would now be paying at least £7.35 less than I am now, or more if I had downgraded to 40Mb broadband (as I have only been using about 20Mb/month). So if your contract is about to end be careful. Been on the phone to them for about and hour and a half now. Finally spoke to the customer options team who basically said tough shit!

[DeelyBopper]

I've learnt not to take anything they say as reliable. If I could get out of my contract now I would, purely based on the service and experience I've had with them since agreeing to take Infinity.

They've been promising to ring me back for the last 3 weeks. I've given up ringing them as I have to go through the same process each time, since I'm never allowed to speak to the same person twice.

My last attempt lasted 45 minutes (including the time for them to transfer me from the numpties in India or wherever it is the main number is outsourced to, to customer options).

The person I spoke with said he had now escalated my issue as an official complaint and that the process meant they would get back to me.

I'm still waiting, lol.

[VisionMan1]

Originally Posted by dubmuffin

I was called by BT at the beginning of Feb as my cheap unlimited broadband and calls package had come to and end (£15.80/month) There was an offer of a broadband package for about the same cost, but after a bit of discussion I agreed to upgrade to Infinity 40Mb limit for and additional £7.35/month. The day after it was installed I got a letter from BT stating they were upgrading the area to Infinity at no extra cost and there would be no change to my existing contract and the price I pay would remain the same. So, if I had chosen the broadband package rather than infinity, I would now be paying at least £7.35 less than I am now, or more if I had downgraded to 40Mb broadband (as I have only been using about 20Mb/month). So if your contract is about to end be careful. Been on the phone to them for about and hour and a half now. Finally spoke to the customer options team who basically said tough shit!

You've been unlucky. Nothing more, nothing less.

I'd ring the dedicated number on the letter to see if you can swing anything.

[robertcrowther]

@dubmuffin These so called "Upgrade to infinity for no extra cost" letters are sent out by a 3rd party and not from BT, they are made to look like they have come from BT.

[VisionMan1]

Originally Posted by robertcrowther

@dubmuffin These so called "Upgrade to infinity for no extra cost" letters are sent out by a 3rd party and not from BT, they are made to look like they have come from BT.

Pardon?

[dubmuffin]

Originally Posted by VisionMan1

You've been unlucky. Nothing more, nothing less.

I'd ring the dedicated number on the letter to see if you can swing anything.

Haha - do you work in customer options? - sounds like it
The number on the letter was my first contact, that lead me to billing in India, then cut off (as has happened before when I end up there), billings again, then customer options.

I'm aggreived and want to warn anyone else who has an Infinity enabled exchange but hasn't upgraded yet.

[dubmuffin]

Originally Posted by robertcrowther

@dubmuffin These so called "Upgrade to infinity for no extra cost" letters are sent out by a 3rd party and not from BT, they are made to look like they have come from BT.

Definity BT

[dubmuffin]

The web address leads here:
https://www.vouchers.bt.com/promo/in...finity-upgrade

Unlucky maybe, but one previously happy customer now disgruntled enough to post here. I've always stuck up for BT despite the irritating phone support

[VisionMan1]

Originally Posted by dubmuffin

Haha - do you work in customer options? - sounds like it
The number on the letter was my first contact, that lead me to billing in India, then cut off (as has happened before when I end up there), billings again, then customer options.

I'm aggreived and want to warn anyone else who has an Infinity enabled exchange but hasn't upgraded yet.

Ha ha ha! Fair enough. And no, I don't work for BT. I only know about the offer because I got both the letter and the deal too.

[dubmuffin]

Originally Posted by VisionMan1

Ha ha ha! Fair enough. And no, I don't work for BT. I only know about the offer because I got both the letter and the deal too.

I hope you were on a newly signed up super cheap contract when you upgraded

[LurkingGood]

Sounds like you got what you paid for, bad timing means there's now a better deal which you can't get. As BT,may or may not have said, tough sh*t.

[VisionMan1]

Originally Posted by dubmuffin

I hope you were on a newly signed up super cheap contract when you upgraded

3 months into an Unlimited BB contract. But I won't tell you what I'm paying, as that would only P you off. But a good warning you've posted for others to watch out for.