To expect BT to refund broadband charges

[Graciescotland]

Phoneline and broadband were out for 18 days in January. AIBU to expect them to refund the broadband/ call package charges for that period instead of just 15 days line rental? Especially given they are more expensive than the line rental. I'm pretty sure I'm out of contract with them anyone had any success of negotiating a decent offer to stay or shall I start looking at other providers in a hissy fit.

[WorraLiberty]

The same thing happened to me last year. I insisted they refund me for every day I was without the telephone line/broadband and they did.

I didn't have to threaten to leave although I would have done at that point, as I was so wound up with them.

[iaintgettingonnoplane]

YANBU. I would leave a complaint using the form online, then follow up with a phone call after a few days.

A friend of mine used to work for BT and one thing she told me was that all employees have a 9 digit Employee Identity Number (EIN) - which is searchable on a BT Database. Ask for the agents number on every call you make. Useful if someone says they will call you back. Also means you can keep count of the amount of people who you have spoken to.

Hope this helps :)

[londonrach]

Good luck there. I left bt as they cant provide broadband that works. I kept records, dates and times i phoned to get my broadband working. They charged me for breaking the contact despite saying they wouldn't. I have letters saying they refund this charge. Now they cant find the paperwork and ive given up. Officially the worse broadband provider i have ever used and i will never use them. Even if free its still over priced! Plusnet (part of bt) totally different experience!

[MojaveWanderer123]

This happened a few weeks ago to me. Phone & broadband out for 10 days. I'm with sky and when I spoke to them about getting a refund they did but as an added bonus they gave me free sky movies for 3 months too.

[Graciescotland]

I did finally get my refund and a tenner for one missed engineer appointment. Apparently the other two don't count as you can only claim for one missed engineer appointment per fault. My broadband has been exactly as you described londonrach so bloody fustrating think I'll definitely take my whopping 44.20 and switch providers. Even if it's still rubbish it'll be cheaper rubbish.

[londonrach]

Gracie. I recommend ive cost bt more than the £60 they owe me since. For example in wilkinsons overheard someone on the phoning telling friend not to sign up to bt. I slided over (bare in mind i was cross with bt still) and apologies for interrupting but did they want yo hear a story re bt. Guy on phone repeated everything i said to his friend. Heard him saying as i left see told you they were bad.