This topic

Broadband Upgrade

puglord1973 — Mon, 22 Nov 2021 23:27:34 GMT

I'm an existing BT customer for broadband on the Fibre with Halo 1 package.

Normal available speeds

Your normal available download speed will be 200 Mbps

Your normal available upload speed will be 20 Mbps

As i'm now out of contract i wanted to upgrade to the Full Fibre 500 Black Friday deal advertised at £44.99 so i went through the upgrade process from within my BT account and i get a message saying "We can't show you any personalised deals at the moment. But there's nothing to stop you checking out our current offers for TV, landline and BT Sport"

From here i can see the broadband deal but when i try and checkout i get a message saying "Sorry, the package you've selected isn't available. Please choose another from those shown below."

Here i can see the same deal but priced at £64.99 as shown below.

Can someone explain why can i not get the same deal as a new customer when it says......

https://www.bt.com/halo

Re: Broadband Upgrade

Gary_C — Tue, 23 Nov 2021 06:11:22 GMT

I imagine the cheaper deal is for new customers only which you are not.

Re: Broadband Upgrade

gg30340 — Tue, 23 Nov 2021 08:04:28 GMT

Try the FTTP team on 0800 587 4787. They should be able to help.

Re: Broadband Upgrade

puglord1973 — Tue, 23 Nov 2021 09:09:37 GMT

I'm not a new customer but like i put in my post.....

Quote - https://www.bt.com/halo

Never pay more than a new customer with our price promise

We promise you’ll never pay more than a new
customer when you renew your contract.

No exceptions.

Re: Broadband Upgrade

Checked2013 — Tue, 23 Nov 2021 10:46:07 GMT

Re-newing your contract is different than upgrading your broadband package.

Re: Broadband Upgrade

imjolly — Tue, 23 Nov 2021 11:02:06 GMT

you also have halo 1 included which is not part of the offer

Re: Broadband Upgrade

puglord1973 — Tue, 23 Nov 2021 13:24:30 GMT

Quote "Re-newing your contract is different than upgrading your broadband package." - Yes that is correct, i'm not in a contract so i'm re-newing it and not upgrading it like i would be if i was in a contract.

With regards to Halo 1 i dont want or need Halo 1, my point is that having Halo 1 BT say...

Quote "Never pay more than a new customer with our price promise. We promise you’ll never pay more than a new
customer when you renew your contract"

This i what i want to do by renewing to Full Fibre 500.

Re: Broadband Upgrade

imjolly — Tue, 23 Nov 2021 13:39:07 GMT

have you tried phoning options team 0800800030 and see if they can help with negotiations

Re: Broadband Upgrade

Stumpy21 — Tue, 23 Nov 2021 14:19:29 GMT

As I read it (from BT) that price promise only applies if you stay with the Halo 1 package.

"The BT Halo 1 package (previously known as BT Plus) gives you access to the Keep Connected Promise, the Price Promise and Double Data on BT Mobile"

Re: Broadband Upgrade

-Richie- — Tue, 23 Nov 2021 17:45:39 GMT

@puglord1973wrote:
my point is that having Halo 1 BT say...
Quote "Never pay more than a new customer with our price promise. We promise you’ll never pay more than a new
customer when you renew your contract"

The promise means existing customers will have Halo for the same or less than a new customer, your screenshot isn't a Halo package, so the Halo price promise doesn't apply.

Re: Broadband Upgrade

gg30340 — Tue, 23 Nov 2021 18:01:11 GMT

Phone the BT numbers previously given and ask!