To refuse to pay my BT bill?

[FlossiesFurCoat]

Our BT service is shocking.

Internet often doesn't work or is very slow.

It's difficult to get through to advisers.

I have been getting charged almost double what I should be charged as they have said I keep going over my broadband limit ......

I don't use a lot of Internet but my bills are increasing every month.

I have just had £50 taken out of my account.

Would I be unreasonable to do a chargeback via my bank then cancel the direct debit to BT?

I am happy to go to court with this.

[19lottie82]

If you're happy to have your credit rating trashed (which can have serious consequences), then go ahead, but in all honesty, it's not the most sensible course of action.

What have you done to address the situation so far?

[FlossiesFurCoat]

I've contacted them and all they say is they can't tell me why it's so high, or give me any details of usage...

They have said they can put me on a more expensive package though...

[feellikeahugefailure]

Go to MSE for advice.

[Glitterkitten24]

Can't you change supplier?

If you haven't complained about the service/ queried going over broadband allowance with them before now, then yes I'm afraid ywbu to withhold the bill.

[WordGetsAround]

But a more expensive package might be cheaper than a cheaper package where you keep going over the allowence. We've moved onto unlimited broadband as its not hard to use up when you're downloading etc.

[londonrach]

Can you change to someone else. I refuse to ever be with bt again.

[MatildaTheCat]

I realised I was being charges a huge amount by DD and called to query it. It turned out I really was going over my broadband limit thanks MN and they hammer you for this.

I found it quite easy to call and discuss and was put on an unlimited package. None of us can comment why your bills are so high, you have to get them to check. Could neighbours be stealing your broadband and downloading stuff?

I hope you get it sorted, it's very annoying.

[bearhug]

yup - pay the bill, then change supplier! I gave up on BT years ago and will never go back to them.

[ILostItInTheEarlyNineties]

I suggest changing provider. New customers are the ones that get treated best.
BT kept increasing our bills so I now get my phone and broadband from Sky.
For £30 a month I get free unlimited super fast broadband, free calls to any UK number or mobile plus a basic Sky tv package. Those prices are frozen for a year.
If you have limited broadband, any usage over your limit is charged at extortionate rates so it will work out cheaper to select unlimited broadband.

[Oysterbabe]

Pay the bill an upgrade to unlimited as you obviously need more allowance.

[FlossiesFurCoat]

I'm in a contract with them and just cannot cope with them anymore.

I'd be happy to discuss my grievances in court

[19lottie82]

OP, contacted them how? By just speaking to a staff member in the call centre?

Have you escalated your complaint? Put it in writing? Spoken to a manager?

You say you don't use a lot of internet.... what's your allowance?
Is it just you in the household? Do you watch Netflix or similar?

[Glitterkitten24]

The thing is, it's not really worth the increasing debts/ possible debt collectors at your door and trashing your credit rating just to have your day in court.
Have you thought about what it could cost you if you are ordered to pay at the end of the process?

[AnchorDownDeepBreath]

I'd be happy to discuss my grievances in court angry

Have you been to court before? This isn't really how it works.

Are you tracking your usage? How much internet do you think you use, and what is the limit? What do you and anyone else who lives with you do online?

It'd be better to build a case showing the usage appears incorrect and put that to BT first, rather than stop paying and take it to court. You'd likely go through a few different debt collection agencies working on behalf of BT first, etc.

[19lottie82]

If you haven't done all you can to resolve the complaint, then a court won't give you much sympathy I'm afraid.

[KenDoddsDadsDog]

If you're going over your usage then it's worth shopping around for an unlimited package with other suppliers.
Line speed is the same with all suppliers to your property line but Virgin fibre - you can check for a fault online and register one once you have done self checks. It may be your hub, socket or could just be your property speed.
Also check the items you use to use the Internet - just because it was my Mam's laptop that was slowing her down it had that much stuff on it !

[CrushedNinjas]

I recommend that you put all your complaints in writing so that they have to reply in writing and to keep it all as evidence of trying to resolve the problem, should you need to escalate the matter.
In my experience, trying to resolve bill problems over the telephone can be horribly frustrating as the call handler agrees to do X,Y&Z and then does nothing and you waste hours trying to get to the bottom of it.

[ILostItInTheEarlyNineties]

Sky also offer a free tv or laptop when you sign up with them. They cancelled my BT contract for me OP at no extra cost.

Unfortunately, if it states in the small print of your contract that you will charged X amount for exceeding your broadband allowance I don't think you can argue. Bear in mind that watching catch up tv, downloading music and films, looking at emails all use up a lot of your broadband data.

[FinnegansCake]

Pay your bill and look for a new provider.

People have been refused a mortgage because of unpaid bills smaller than yours. Your credit rating will be ruined if you don't pay.

[HermioneJeanGranger]

Why don't you pay for unlimited internet? It works out much cheaper as you don't have to fork out extortionate charges for going over your allowance all the time.

[FlossiesFurCoat]

Just called them and spoke to an amazing Irish bloke who's refunded the extra I've had to pay!!!

He's put me on an unlimited package too and minimal extra cost

[TattyCat]

First step, call BT and raise a complaint. Don't go down the route of not paying your bill because it'll be more painful for you than it will them. If it's in dispute, you can request that your bill is suspended until resolution, but don't just refuse to pay it without communicating and agreeing this first. They will suspend billing until resolution if you agree it with them in writing first.

If your complaint doesn't get you anywhere, keep escalating until you reach the top. Stay level headed and state your complaint clearly and concisely and if necessary, write to the CEO.

[TattyCat]

Cross-posted. Good news - hopefully that will solve your problem.

[SheHasAWildHeart]

Try Resolver www.moneysavingexpert.com/site/resolver
After months and months of issues with NPower, I got a very quick response and refund via Resolver. Also used it for a Thomas Cook flight delay claim.

[SheHasAWildHeart]

Good news - a good customer service advisor makes all the difference!