I volunteer with a local charity which helps older people get to grips with new technology. I’ve come across a worrying number of people who, in my opinion, are being taken advantage of by BT.
Some are reluctant to change phone/broadband supplier and mistakenly think BT will repay their loyalty. Many pay quarterly and contact BT by post or telephone rather than online. Moreover, no two people seem to be paying the same for equivalent services.
A straw poll of clients revealed that standard broadband with Anytime calls varies from £30 to £65 a month and BT is not giving advice about what could suit them better.
One lady received a bill of some £230 for three months’ standard broadband and evening and weekend calls. BT told her it was correct. No attempt was made to offer her one of its superior products at £32 a month. Others are paying for services they did not want or even know they had.
GC, Stonehaven, Aberdeenshire
Last year, regulator Ofcom, which says it is “very concerned that many people are paying more than they need”, consulted on plans to force telecoms companies to notify customers when they are nearing the end of their contract and to inform them of better tariffs. It will publish its final decision in the summer and new obligations should be in place by the end of the year.
Researchers found that more than 20 million people are outside their minimum contract period, and more than 10 million on deals with an automatic price increase leaving them paying up to 20% more.
BT says it writes to customers regularly about deals and upgrades, although such mailshots tend to encourage customers to spend more, not less.
It also points to helpline 0800 919 591. “We’re working to provide even clearer information and have specialist teams for those who would prefer to talk through their options in detail and may need additional help to make sure they’re on the plan that best suits them,” it says.
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