Sidcup man makes complaint to BT after being lumbered with £1200 mobile bill

Sidcup man makes complaint to BT after being lumbered with £1200 mobile bill

Sidcup man makes complaint to BT after being lumbered with £1200 mobile bill

First published in News
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An irate Sidcup man has made an official complaint to BT after he received a £1200 mobile phone bill when trying to get a landline installed.

Chris Turpin, of Stonehill Woods Park in Old London Road, moved to the retirement park from Sydenham earlier this year and spent two months trying to contact BT to get the situation.

The 58-year-old said he was forced to use his Vodafone mobile to call BT because there is no free payphone on the complex and he "couldn't use a neighbour's phone for hours on end'.

He said: "The whole situation has been a complete farce.

"BT offered me a £50 goodwill voucher but that is just not good enough.

"The landline should have installed on February 27 but BT said the workmen couldn't find the communication spur which was buried in error.

"BT uses contractors from Openreach and I couldn't contact them directly.

"After weeks and weeks of trying to get the problem sorted out it wasn't until April 7 did the problem get sorted out and they sent out a workman from Croydon who sorted it out in less than an hour."

BT say they give customers free ways to contact them including by landline and by call box.

Mr Turpin said: "There is not a call box on the retirement park and I couldn't use my neighbour's phone for hours on end.

"The size of my mobile bill is testament to how long I have had to spend on the phone to BT.

"I want the company to give me a bigger contribution than £50, that is just unacceptable." A BT spokesman said: "The BT Retail team have been in recent contact with Mr Turpin.

"Our records show that delays occurred due to a property developer not having completed their work at Mr Turpin’s new house, which in-turn delayed the installation of service.

"BT have already written to Mr Turpin offering a £50 goodwill gesture and informed him that we would not cover the cost of the mobile phone bill.

"This is because BT provides the choice of free routes to contact us, such as BT payphones and UK BT landlines.

"It is the choice of the customer to contact BT using a service that charges.

"As BT provides free service routes to contact us, we would not cover calls to us that incur a charge."

Comments (10)

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2:46pm Wed 4 Jun 14

the wall says...

Vodaphone ? Oh you mean Vodafone.


It is the choice of the customer to contact BT using a service that charges.This.
Vodaphone ? Oh you mean Vodafone. It is the choice of the customer to contact BT using a service that charges.This. the wall
  • Score: 1

3:18pm Wed 4 Jun 14

PoppyGreenLeaf says...

Surely the retirement home has a office or something that he could have used. It clearly states when ringing "Free" numbers from mobiles it charges, so I am not sure what the story is here. Headline should read

Man rings up huge bill by ignoring warnings of using mobiles phone to call free numbers
Surely the retirement home has a office or something that he could have used. It clearly states when ringing "Free" numbers from mobiles it charges, so I am not sure what the story is here. Headline should read Man rings up huge bill by ignoring warnings of using mobiles phone to call free numbers PoppyGreenLeaf
  • Score: 15

3:25pm Wed 4 Jun 14

The Fozziest of Bears says...

Ring them and ask them to call you straight back - which they will do, no problem.
Ring them and ask them to call you straight back - which they will do, no problem. The Fozziest of Bears
  • Score: 16

3:57pm Wed 4 Jun 14

HearTheFacts says...

Had he had known this phone number : 02073655000
This is a number to BT, also dependent on his mobile phone there are app ' no to 08 numbers. This will either give an alternate number, or will give a normal number to phone first then put in the 08 number. This is charged at the mobile phone companies normal landline cost.

Also BT should now be using 03 numbers. These are charged at normal landline cost, but check your network provider about this first.

It maybe worth contacting his mobile phone network provider. Explaining what has happened and why. Maybe they could talk to BT, to increase the offer if they also are prepared to refund some of the payment. This is worth a try, dependent on time with network and how much he pays them. This is at least worth a try, more so if your contracts up for renewal.
Had he had known this phone number : 02073655000 This is a number to BT, also dependent on his mobile phone there are app ' no to 08 numbers. This will either give an alternate number, or will give a normal number to phone first then put in the 08 number. This is charged at the mobile phone companies normal landline cost. Also BT should now be using 03 numbers. These are charged at normal landline cost, but check your network provider about this first. It maybe worth contacting his mobile phone network provider. Explaining what has happened and why. Maybe they could talk to BT, to increase the offer if they also are prepared to refund some of the payment. This is worth a try, dependent on time with network and how much he pays them. This is at least worth a try, more so if your contracts up for renewal. HearTheFacts
  • Score: 15

4:08pm Wed 4 Jun 14

reasonable75 says...

How long did he spend on the phone to run up £1200?
How long did he spend on the phone to run up £1200? reasonable75
  • Score: 5

4:30pm Wed 4 Jun 14

Marty1979 says...

If this went on from February to April surely he would have noticed on his first bill, so why keep calling on mobile once he saw how much it was costing
If this went on from February to April surely he would have noticed on his first bill, so why keep calling on mobile once he saw how much it was costing Marty1979
  • Score: 5

5:12pm Wed 4 Jun 14

HearTheFacts says...

reasonable75 wrote:
How long did he spend on the phone to run up £1200?
Not long at a charge at maybe 40p plus vat per minute!. This charge is dependent on network, some more or may be less.

Calls to BT can take time, waiting in Q or being passed from one person to the next. At this point you then tell them again from the beginning, what you told the first person!.

I'm no longer with BT, but when I was it was a call centre in India. Some operators, it was hard to understand them also them understanding your issue. What I found that if you were buying something, they could understand no problem! Was it commission, or other such payment they got?.
[quote][p][bold]reasonable75[/bold] wrote: How long did he spend on the phone to run up £1200?[/p][/quote]Not long at a charge at maybe 40p plus vat per minute!. This charge is dependent on network, some more or may be less. Calls to BT can take time, waiting in Q or being passed from one person to the next. At this point you then tell them again from the beginning, what you told the first person!. I'm no longer with BT, but when I was it was a call centre in India. Some operators, it was hard to understand them also them understanding your issue. What I found that if you were buying something, they could understand no problem! Was it commission, or other such payment they got?. HearTheFacts
  • Score: 15

5:29pm Wed 4 Jun 14

HearTheFacts says...

HearTheFacts wrote:
Had he had known this phone number : 02073655000
This is a number to BT, also dependent on his mobile phone there are app ' no to 08 numbers. This will either give an alternate number, or will give a normal number to phone first then put in the 08 number. This is charged at the mobile phone companies normal landline cost.

Also BT should now be using 03 numbers. These are charged at normal landline cost, but check your network provider about this first.

It maybe worth contacting his mobile phone network provider. Explaining what has happened and why. Maybe they could talk to BT, to increase the offer if they also are prepared to refund some of the payment. This is worth a try, dependent on time with network and how much he pays them. This is at least worth a try, more so if your contracts up for renewal.
The number should be: 02073565000 sorry.
[quote][p][bold]HearTheFacts[/bold] wrote: Had he had known this phone number : 02073655000 This is a number to BT, also dependent on his mobile phone there are app ' no to 08 numbers. This will either give an alternate number, or will give a normal number to phone first then put in the 08 number. This is charged at the mobile phone companies normal landline cost. Also BT should now be using 03 numbers. These are charged at normal landline cost, but check your network provider about this first. It maybe worth contacting his mobile phone network provider. Explaining what has happened and why. Maybe they could talk to BT, to increase the offer if they also are prepared to refund some of the payment. This is worth a try, dependent on time with network and how much he pays them. This is at least worth a try, more so if your contracts up for renewal.[/p][/quote]The number should be: 02073565000 sorry. HearTheFacts
  • Score: 10

5:40pm Wed 4 Jun 14

Brook says...

He was probably callings some old bird he saw advertised in the back of his Sun newspaper
He was probably callings some old bird he saw advertised in the back of his Sun newspaper Brook
  • Score: -5

10:47am Thu 5 Jun 14

oBLiVioN 70 says...

Current costs are 14p per minute so it does make you wonder just how long he was on there for, 142 hours ( unless I got the maths wrong) does seem a bit unrealistic even given how useless bt can be at times, for the record Vodafone offer 300 minutes to many  08 numbers at a small cost and that easily covers me even when I'm chasing things like this so something is missing from this story.

Why he would still choose bt after the first couple of weeks is beyond me, but then I don't understand why many have landlines, mines just a connected box without a phone plugged in so I can use sky.
Current costs are 14p per minute so it does make you wonder just how long he was on there for, 142 hours ( unless I got the maths wrong) does seem a bit unrealistic even given how useless bt can be at times, for the record Vodafone offer 300 minutes to many  08 numbers at a small cost and that easily covers me even when I'm chasing things like this so something is missing from this story. Why he would still choose bt after the first couple of weeks is beyond me, but then I don't understand why many have landlines, mines just a connected box without a phone plugged in so I can use sky. oBLiVioN 70
  • Score: 4

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