This topic

renewal of broadband and landline

polish — Fri, 24 Sep 2021 13:56:52 GMT

My elderly mother in law is wanting to renew her broadband and landline (as her package runs out in November 2021).

Where can we look to renew this please as she wants to keep the same broadband package with calling plan?

Thanks Joules

Re: renewal of broadband and landline

imjolly — Fri, 24 Sep 2021 14:00:10 GMT

try phoning the options team on 0800800030 who deal with renewals

Re: renewal of broadband and landline

polish — Fri, 24 Sep 2021 14:01:58 GMT

Thought this could be done on line? if so does she need to wait for an email to say the package needs renewing?

Thanks

Re: renewal of broadband and landline

imjolly — Fri, 24 Sep 2021 14:08:51 GMT

you are more likely to get a better deal using options team and also the phone call packages have changed since your last renewal

Re: renewal of broadband and landline

NeilO — Fri, 24 Sep 2021 14:09:59 GMT

@polish she can renew by logging into MyBT it's probably a little bit early to see any renewal deals. She will also get a notification closer to the time advising that contract is due to finish.

Thanks

Neil

Re: renewal of broadband and landline

polish — Fri, 24 Sep 2021 14:21:41 GMT

Thanks Neil, so presume they will send her an email to inform her of this? thanks

Re: renewal of broadband and landline

polish — Fri, 24 Sep 2021 14:24:57 GMT

Ok thanks.

Re: renewal of broadband and landline

polish — Sat, 09 Oct 2021 12:36:23 GMT

Hello Neil

When logging in to mother in laws account it says renew now but when you do it does not give her landline options and she wants to keep what she currently has along with the broadband, does she have to do these separate please? rather confusing?

Re: renewal of broadband and landline

VeteranISPUser — Sat, 09 Oct 2021 13:17:05 GMT

Hi @polish

It should start with Broadband only but once you click on Add and Continue then the calling packages appear. For me I currently have 500 minutes but that is no longer available and I would be forced to take 700 minutes at £2 extra!

Re: renewal of broadband and landline

polish — Sat, 09 Oct 2021 14:29:32 GMT

Hi thankyou, yes I thought it come up after Add and Continue but it doesn't for some reason, she only has her landline unlimited calls which she wants to keep.

Would Neil, moderator please look at my message and let me know? many thanks

Re: renewal of broadband and landline

DanielS — Sat, 09 Oct 2021 15:08:33 GMT

Hi @polish,

The packages usually show broadband and calls rather than the old way which had one charge for the broadband package and a separate charge for line rental. Have you attempted the order or did you not select it in case you ordered the wrong thing?

I would highly recommend calling the number mentioned earlier in the thread to speak with someone directly about deals for peace of mind. Any issues, let me know.

Thanks

DanielS

Re: renewal of broadband and landline

polish — Sat, 09 Oct 2021 16:46:12 GMT

Hello Daniel

Thanks for your reply, Yes we did try to order clicked on renew now and as it did not give the unlimited calls that she currently has on her previous 24 month package did not order.

She is on fibre halo 1 which includes the calling package of unlimited calls, they say she can upgrade to fibre halo 3 for the same price as she pays currently, but she does not want or need a new hub, why can she not just stay as she is with halo 1? what happens if she does not upgrade to halo 3 in 40 days time when her package expires, she is 86 years of age. Thanks

Re: renewal of broadband and landline

licquorice — Sat, 09 Oct 2021 18:19:08 GMT

She doesn't need to use the hub, just keep it in the box and continue to use what she has.

Re: renewal of broadband and landline

conrad — Sat, 09 Oct 2021 18:20:14 GMT

If the existing contract is Halo 1 then under its terms and conditions you do not need to recontract it but let it continue as is since there was a price guarantee that you keep the price you are on when the contract expired.

As regards the calling package this should be changeable at any time using MyBT. There are only two plans 700 minutes or unlimited.

A possible reason for not seeing a calling package could be that your mother in law has been switched to the unlimited one anyway which means it doesn't need to be touched as it is effectively a rolling 30 day package.

Another cause of not seeing a phone package is that the broadband renewal selected is one without a phone package.

You can still ring the options team to check what the current packages are and they should be able to tell you if you don't need to do anything anyway.

Re: renewal of broadband and landline

polish — Sat, 09 Oct 2021 18:39:00 GMT

Thank you, but think she may be better to stay on Halo 1 rather than getting another hub for Halo 3.

Re: renewal of broadband and landline

polish — Sat, 09 Oct 2021 18:40:29 GMT

Thank you, so if she just leaves it she should stay on the package she is already on even though on her account it says her contract expires in 40 days time.

Yes she is on unlimited and like you said 30 days rolling contract by looking at her account.

Re: renewal of broadband and landline

conrad — Sat, 09 Oct 2021 18:55:54 GMT

The existing Halo 1 was a 24 month one so there will be a contract expiry date. According to the sales blurb when Halo 1 was launched when a contract expired you would remain on the existing price which effectively put you on a rolling 30 day contract where the only increases are the inflationary ones in March each year.

Just ring the options team and they should confirm that you don't need to do anything. Any problems with them just post back here but don't recontract the broadband if there is no need to.

Re: renewal of broadband and landline

polish — Sat, 09 Oct 2021 19:21:51 GMT

Thank you, yes it expires in 18th November so if I phone the options team on her behalf to ask they will be able to confirm, do you have the options team number please?

Re: renewal of broadband and landline

imjolly — Sat, 09 Oct 2021 19:27:54 GMT

Phone 0800800030

Re: renewal of broadband and landline

polish — Thu, 14 Oct 2021 09:52:57 GMT

thanks