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BT Install Charge

  • 20-07-2006 8:16am
    #1
    mcgovern
    Registered Users, Registered Users 2 Posts: 4,267 ✭✭✭


    So I swapped over from Eircom to BT, and got the wireless modem upgrade for €40.
    Everything seemed fine, until I got the 1st bill.
    I've been charged €40 for the self-install, something I was promised by all 3 opreators I talked to I wouldn't have to pay as I already had broadband installed.

    I rang them up and after about 20 mins on the phone while the operator rang sales and her team lead etc (all of which saying I had to pay the extra €40) she said she had to talk to the guy who set me up and would ring back within the hour.

    Next day I get a phone call not mentioning this guy at all, but saying the sales team lead told her all his sales team knew that if you get the wireless router then you do have to pay the install charge, though you don't pay it if you don't get it.
    Now, I was very specific when on to them asking about this exact question, and was repeatedly told that as long as I emailed them back the signed permission form I wouldn't have to pay it. I emailed it back and thought that was the end of.
    They are refusing to listen to this though, and refusing to put me onto anyone other than operator.

    I asked for them to cancel my account if that was their attitude, told I would have to pay €100+ as I have a contract with them.
    I asked could I send the wireless router back as I wasn't paying what amounted to €80 for it when its cheaper in the shops, and was told I couldn't.
    After repeated requests to talk to a team lead/supervisor (always available to say no) I was told there were none available and one would call me back within 48hrs?

    Has anyone else gone through this or have any idea on what my rights are here? I am going on holidays for two weeks on Sunday so I need to get this sorted by tommorrow :(

    Thanks,


Comments

  • #2
    Sapele
    Registered Users, Registered Users 2 Posts: 276 ✭✭Sapele


    I'm afraid that's typical BT. Somebody tells you one thing on the phone and then you find an extra charge on your bill. It seems fair that if the person taking your order tells you that you don't have to pay the install charge, then you don't. You would think a simple note on your file would be enough. But BT tend to lose those stikies they use a lot :D It sounds like you will now get nowhere with the front line customer service reps and will need to contact their customer complaints dept. The email if you like is complaints@btireland.com. Also, I'm not sure about this, but isn’t there a "cooling off" period of say a week after a broadband install until the contract becomes valid? I though I heard that mentioned before....


  • #3
    ct5amr2ig1nfhp
    Closed Accounts Posts: 5,019 ✭✭✭ct5amr2ig1nfhp


    Yup I nearly got caught with their new broadband downgrade charge.

    I had asked before downgrading if their was a charge. I had got caught with a downgrade charge while with Netsource, so I made sure to ask the BT CS if there was any charge. Was told there wasn't. Fine. Until I got my next bill...

    They apparently brought it in sometime in Jan. No mention of it on their website or the online T&Cs.

    I complained and eventually they waived the charge as a good will gesture. :rolleyes:

    ambrose :cool:


  • #4
    parsi
    Site Banned Posts: 5,904 ✭✭✭parsi


    Hate to defend them - but the self-install was free for transferees only if they used their own modem.

    I was billed the eur40 as well but had it refunded as I had supplied my own modem.

    Edit: from http://www.esatbt.ie/echannel/BTres.portal?_nfpb=true&homePage_actionOverride=/pageflows/homepage/showBroadbandPage&_windowLabel=homePage

    "** Connection fee is waived for customers who are transferring their Broadband service from eircom, UTV, Imagine, Digiweb DSL and have their own modem. "


  • #5
    Eurorunner
    Closed Accounts Posts: 2,393 ✭✭✭Eurorunner


    Well I have 3 of their bloody routers! I applied for broadband and specifically asked for the wireless router at an additional 40 euro - which was fine. Then I receiver the normal router - which i had to go to the post office for. Then they said they would send me on the correct router - and i would have to send back the original one. this made no sense as when the wireless router arrived it was accompanied by....(you guessed it)...another regular router. Another trip to the post office for this.
    Then a couple of days later, I went down to the post office to collect a package which i assumed would be something else entirely only to find...another router.

    I havnt sent any of the bloody things back yet - its an inconvenience going into town just to send these things back because of their mistake. In the meantime, I havnt been billed for the install.


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