Upon signing up for a BT Broadband internet, land line and internet phone account I thought I was signing up for a good deal. What I didn't know and what BT fails to tell it's customers is the following:
Anytime your internet connection is reset or there is any disruption in your internet service your broadband phone calls start to get charged at exorbitant land line rates.
This has happened three times now and the last two times I've asked the help desk to stay on the line with me to ensure that my broadband phone is working correctly, they assured me that it was working since my internet connection was working and hurried me off the phone both times.
I had to go back painstakingly review all of the calls over that period and question the charges at the higher rate and explain that I was using the broadband phone and not the land line phone. This process took more than 10 between waiting for various reprsentatives, pulling an itemized list of all calls and doing the call price analysis. Analyzing the calls to determine the call per minute rate is a herculean feat for a few hundred calls because the rate is not included on the bill - only the total call price and num. of hours/minutes.
I think most customers just end up paying these charges and BT is more than happy to keep the extra money unless the customer spends hours on the phone to straighten it out.
I would recommend that customers are warned about this overcharging scam and that BT be forced to track when calls are being placed from one or the other of their phone products (broadband or land-line). At the very least they should tell you which rate you calls are being charged at on your bill so that any overcharges can be caught and disputed.
Jibreel
London
United Kingdom
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