Sorry if this subject has already been posted.
I have been with home MAX since October 2007. I was led to believe that the BT line rental is included in my £24 a month package.
I have received two phone bills from BT (first one was one month after the broadband was activated, so thought no problem, give them time to sort it).
I called Orange to double check that they contact BT and sort out. Said they do.
i have now received todays BT bill that includes £28 line rental. Orange tell me some problem with my postcode and the one BT have and I should contact BT direct first then get in touch with Orange again.
BT tell me no orders/changes have been made with them, and you can't have line from BT and rental from someone else anyhow. You could renty line from Orange but then it would not be a BT line.
What's going on?
I was definately told when I first called Orange last October that BT line rental is included in the broadband package.
Joined: 16 Dec 2006Posts: 108Location: North Essex
I'm also on Home Max, and have been since early October.
I'm billed (£24 + non-inclusive calls) each month by Orange. When my line was transferred to them, I received a bill from BT (actually a credit) settling my account with them. I also received a letter (or possibly two, from memory) confirming that my line was being transferred to Orange, and that this would end my BT account. I've received no further bills from BT; I can still access my BT account online, but the details given confirm the above.
It sounds to me as though in your case someone (let's guess at which organisation...) has failed to effect the transfer, but has implemented the increased charge. You just need to convince them of this; since you're being overcharged each month, I'd imagine that, if Orange refuse to listen, you could claim through Direct Debit or your credit card company, depending on how you pay. However, ultimately you want it to be sorted out properly, obviously.
Orange tell me some problem with my postcode and the one BT have.
I would verify your postcode details with both BT and Orange......it's quite possible that Orange have given BT incorrect data.....it has been known before.
Yeah mis-matches in data have been known to prevent orders going through correctly before. They can also be at either end, just one set of data isn't correct, as mentioned could just be the postcode.
Technically you'll always have a BT phone line, it's just Orange buy the connection wholesale from them so they're responsible for the billing/service. Although the whole support for it is actually run by BT too so it can get somewhat confusing.
Hello, I seem to be having a very similar problem to this, but I'm not sure if there's anything I can do about it:
In January I moved into a flat and found that the BT line was disconnected - I spoke to someone at BT who informed me that it would cost £124.99 to be reconnected, unless I took on an 18 month contract, which would be £62.50. I agreed and then we got connected to the Home Max package (which supposedly includes line rental).
I received a bill from BT late January telling me that I did not have to take any action on the account, so I presumed from then on that I would receive no more charges from BT. However, after checking through my bank statements for the past 3 months, I see that I have been charged £25.50 each month. I spoke to them today and found that I am about £6 in credit, but that on top of the repayment cost of the reconnection (which is fair enough), I have been charged 3 lots of line rental, and apparently I will continue to be charged the line rental each month by BT!
Am I in the wrong here because we are new BT customers - will we be charged the line rental on top of the Orange 'line rental' for the next 18 months? Or is there something that I can do about this? Any help would be greatly appreciated!
Hello, I seem to be having a very similar problem to this, but I'm not sure if there's anything I can do about it:
In January I moved into a flat and found that the BT line was disconnected - I spoke to someone at BT who informed me that it would cost £124.99 to be reconnected, unless I took on an 18 month contract, which would be £62.50. I agreed and then we got connected to the Home Max package (which supposedly includes line rental).
I received a bill from BT late January telling me that I did not have to take any action on the account, so I presumed from then on that I would receive no more charges from BT. However, after checking through my bank statements for the past 3 months, I see that I have been charged £25.50 each month. I spoke to them today and found that I am about £6 in credit, but that on top of the repayment cost of the reconnection (which is fair enough), I have been charged 3 lots of line rental, and apparently I will continue to be charged the line rental each month by BT!
Am I in the wrong here because we are new BT customers - will we be charged the line rental on top of the Orange 'line rental' for the next 18 months? Or is there something that I can do about this? Any help would be greatly appreciated!
Thanks in advance,
Dan
Further to this post, we have now got the situation sorted. My girlfriend, an Orange mobile customer who has the internet down in her name, has managed to get Orange to accept responsbility for this (after an hour and a half!), apparently they stated it was confusion over us being new BT customers. We have now had our first 3 months' payments refunded and have got 6 months' free internet - I guess this goes to show that sometimes you can get somewhere with some persistence!
Our advice for people in a similar situation would be to insist to speak to a supervisor (they were much more helpful and obviously hold more sway in getting a solution to the issue), and just don't give up and stand your ground - a couple of the people my girlfriend spoke to were more than happy to pass this off as 'tough luck', but with some persistence she managed to get them to accept responsibility on two counts - one misselling the package and secondly not picking up that we were new BT customers, despite being told many times that this was the case!
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