Category: Web

BT have me in a head-lock.

I get my phone and broadband service from them, and am charged, on average, £30 per month.
This is not overly excessive, but I wanted to reduce it somehow, since I’ve been made better offers by Virgin Media.

After digging through the website after looking at my online (paperfree) bill, I eventually find a number. (The usual 0800 800 150).
On calling this number I’m asked by the automated system whether I’m calling from the phone[line] I wish to talk about.
I am, and press ‘1’ to indicate as such. (The alternative is to enter the phone number.)
So why am I asked for that number every bleeding time I actually talk to a real human being?

I’m then asked for my account number for ID verification (though they are loathe to admit that’s why), oh, and my name and my address and postcode. (All of which are on the bill, so anyone who can intercept my bill can claim to be me.)

So, who do I speak with? Various people in India, that well-known British territory.
Is that why they can’t see my phone number, because they’re on some crappy-quality network 5000 miles away?

After explaining the reason for my call I’m told all the things I already know, the total cost of my last bill etc., and I have to suggest that we look into changing my broadband package. Oh no, that means I have to be put through to another department! Okay, fine, just get on with it.
“Welcome to BT. Your call may be recorded…” … “If you’re calling from the phone you wish to talk about…” Argh!

I give all my details again, and am eventually told that I might be better of upgrading my broadband package to avoid a repeat of “your recent email” notifying me that I went over my 8GB limit. That was about 6 months ago.

Can I just cancel my account? “Yes, but you’ll be charged the cancellation fee.”
Not actually a fee, just the whole bill (minus call charges) for the remainder of the contract, which is until August ’08.

Oh bugger.