BT Broadband
BT continuing to charge in spite of cancellation

BT cuts off telephone to pensioners even though calls are up to date and line charge prepaid to mid 2013.

We paid an annual sum for the line charge last June and have maintained the call charges fully paid within days of receiving the bill. In spite of this BT have cut us off.

The dispute centers around their non supply of a broadband service that would alow web pages to load or the internet radio to function on a regular basis from December last year to mid August. At all times they maintained that it was a fault in our equipment even though the Engineer they eventually sent round in July could find nothing wrong, and in the early days they could get the speed returned within hours of our call. At all times they demanded full payment for this broadband service which we regularly recorded as being less than 100kb/sec, even the upload speed was greater being some 300kb/sec. BT personally wrote to me in April stating that I could opt to have BT Infinity, but upon enquiry of the BT Sales was told this service was not available to us. At no time did BT admit there was a problem with their equipment or when it would be fixed. The BT engineer simply said we were the farthest consumer on the Purton Exchange.

With the broadband being of no use to download internet content I enquired of Virgin as to whether they could offer a fiber optic broadband service, and without hesitation the answer was yes and they would provide the equipment and connection for free.

Within two weeks the cable which was in the street all this time was pulled into the house using a duct already at the house.

I then called BT and told them I was terminating their broadband service for default from the 24th August, but that I would continue to pay for the phone since that had never caused a problem. The agent confirmed that he would take the appropriate action. The next bill continued the monthly broadband charge as though I had never spoken to them, so again I spoke to their customer non service and reappraised him of the situation, which he agreed was all on file. I said we would pay for the calls billed only.

Needless to say this last bill was issued as if I were invisible.

Does anyone else have such problems with BT, do they just think they are too big to fail? Or are all the BT agents not only unable to speak English but also unable to understand English?