BT Mistake? ... being charged for huge downloads

[bizzylizzy]

A friend of mine has received a bill from BT for making huge downloads on her web account. For one thing she's a lady living on her own and she only using her computer for emailing, browsing etc. She phone india and they told her that looking at her history they couldn't see why she'd been charged, but because records only go back 6 weeks they couldn't check into her history!! So they've charged her a percentage. Surely they must have to show her when they think she was making these downloads or have some kind of record? She's worried sick and simply doesn't know how to find out what's going on. Is there some kind of place she can contact who can help her. Otherwise in theory this could happen again. She's not at all techy, so doesn't really know what to do next. Thanks everyone.

[cazzz1975]

make sure she secures her router, if it is already secured she should change the passcode

[nightmare]

A few years ago, BT, by mistake, disconnected my phone.
They then tried to charge me the re-connection fee !
They even tried to argue with me when I protested !

[craft1948]

It's rubbish that they only keep 6 weeks history, that's all they'll have on-line but by law they must keep billing based records stored for about 7 years.......she should ring again and ask for a supervisor.

[eddiek]

this happened to me with BT... I downloaded Networx & now have a full record of usage & have not had a problem since.It will help in future

[squarebear]

Is she using a wireless router with no password by any chance?