This topic

Contract Renewal

mikejay97 — Tue, 21 Dec 2021 14:28:42 GMT

So my contract was up on 15th December I have been on fibre2 then halo 2 for around 10yrs with a damaged line that never went above 25mbps downloads(should never have been put on fibre2). My line has finally been dug up and fixed and my max is now 36mbps so I rang the loyalty team to see if I can have fibre 1 as that is all my line will support. But all they can offer me is halo 3+ £65.99, halo 3 complete wifi £47.80 or halo 3 for the same price i pay now £43.80. If I want fibre 1 it will cost me £52.49 but if I was a new customer it is £33.99 so much for loyalty😡

Mike

Re: Contract Renewal

mikejay97 — Tue, 21 Dec 2021 14:44:10 GMT

Sorted it I contacted an online advisor called Craig who was a lot more helpful than the lady I rang on the loyalty team. He has sorted fibre 1 out for me for the online price of £33.99 per month for 24months 👍

Mike

Re: Contract Renewal

PaddyB — Tue, 21 Dec 2021 15:32:07 GMT

Hi @mikejay97,

Thank you for posting back to update the thread.

Thanks,

Paddy

Re: Contract Renewal

mikejay97 — Fri, 24 Dec 2021 18:16:41 GMT

Well that's just great BT have put me on a broadband only contract by the looks of things and just got rid of my land line just as everyone's gone home. so I can't contact anyone. I spoke too soon about my deal what a joke no landline all over christmas now and probably lost my home number I have had for 12yrs.

Re: Contract Renewal

Keith_Beddoe — Fri, 24 Dec 2021 19:35:07 GMT

Are you sure they have not just moved you over to BT Digital Voice, as that is now the default on contract renewal? Broadband and phone are now two separate parts of the order, and normally if you renew online, you would need to specify that you wanted to retain your phone service.

Do you have a Smart Hub 2?

Re: Contract Renewal

mikejay97 — Sat, 25 Dec 2021 02:00:38 GMT

Yes got smart hub 2 as was on halo 2 never asked them to get rid of my landline thats why I asked for the £33.99 fibre 1 package which is the landline option. Nothing was mentioned about my landline so thought they would have understood when I asked for the same deal a new customer would get for fibre1 and landline. Said they had done me a deal and first bill will show £52.49 but then a discount would bring it down to £33.99. So knocking £18.50 off but in reality they got rid of my phone line which i think is £21 a month to add back on now. I made contact with someone from Bt on facebook who rang me and said they will do best to sort and have tried to reserve my number.

Re: Contract Renewal

Keith_Beddoe — Sat, 25 Dec 2021 07:04:07 GMT

Your phone connection in future, will be via the phone socket on the back of the Smart Hub 2.

There is not a £21 reduction for not having a phone connection, as broadband includes line rental but not a phone connection, which I think is just an extra £5, and is delivered using BT Digital Voice, as the analogue phone network is closing down.

On renewal of contract, customers will be moved to Digital Voice, if a phone connection is still required.

Re: Contract Renewal

Keith_Beddoe — Sat, 25 Dec 2021 07:53:22 GMT

More info regarding DV and contract renewal.

https://community.bt.com/t5/Home-phone-including-Digital/BT-Digital-Voice-a-better-way-to-keep-in-touch/td-p/2167620

Re: Contract Renewal

mikejay97 — Sun, 26 Dec 2021 13:00:41 GMT

So I was on halo2@£44.80 per month with a landline that I have had for 12yrs at this address and been a landline customer of bt for like 25yrs. I ask to have my package reduced from halo 2 to fibre1 with land line at £33.99 same as a new customer first they refuse on the telephone and only offer me it for £52.49. Then I contact the webchat person as I am about to leave and go with plusnet he tells me he will get that new customer price for me but 1st it will show as £52.49. So if they don't do landlines now only digital why offer 2 prices one broadband only 1 broadband and phone and say if you need a landline for things like alarms which I do need get broadband and phone? And I can add phone line to my service now for £21.10 so if i did I would save £2.60 on the cost of getting the combined price they first offered of £52.49

Re: Contract Renewal

imjolly — Sun, 26 Dec 2021 13:35:05 GMT

if you have the SH2 have you tried connecting a phone to the phone socket on back of hub to see if you get a dial tone? you may need to remove the sticker first

Re: Contract Renewal

mikejay97 — Sun, 26 Dec 2021 13:52:42 GMT

I had not tried that as I only have an analog phone and if people ring my number now they are getting number not recognized. But I took the sticker off just to try and got nothing but I have only analog phones anyway.

Re: Contract Renewal

-Richie- — Sun, 26 Dec 2021 14:40:49 GMT

@mikejay97 you said you agreed the renewal, you will have an order confirmation which will list the products you have, does it mention a calling plan anywhere ? it won't if you have broadband only.
It will also mention if you're moving to Digital Voice and any other important info, check your inbox to confirm.

Re: Contract Renewal

imjolly — Sun, 26 Dec 2021 15:05:13 GMT

@mikejay97

old style phone will work when connected to the socket on back of the SH2 - that is the whole point of socket

Re: Contract Renewal

mikejay97 — Sun, 26 Dec 2021 15:27:53 GMT

Yes I agreed the renewal thinking I was getting the fibre1 with phone line which I asked for but being so busy I only checked my emails when the phone line went dead which says fibre 1 broadband only £52.49 per month

Re: Contract Renewal

mikejay97 — Mon, 27 Dec 2021 11:44:56 GMT

So I have had another email today with a new price on I am guessing £41.99 was the price of fibre 1 with no phone service to existing customers? And the original price of £52.49 to existing customers was with a phone line as I asked for.

Re: Contract Renewal

-Richie- — Mon, 27 Dec 2021 18:56:49 GMT

@mikejay97wrote:
So I have had another email today with a new price on I am guessing £41.99 was the price of fibre 1 with no phone service to existing customers? And the original price of £52.49 to existing customers was with a phone line as I asked for.

Your price is £33.99, the £41,99 is the out of contract price from month 25.
I'd advise contacting BT and adding on the voice element if you still need it, it will cost you the price of your chosen calling plan extra, for example 700 mins = £7.31 extra.

Re: Contract Renewal

mikejay97 — Mon, 27 Dec 2021 19:34:49 GMT

@-Richie- I had pay as you go calling plan and wanted fiber 1 with phoneline but did not see why an existing customer out of contract should pay £52.49 when a new customer gets the fibre1 with phoneline for £33.99. was due to leave and they spoke with a manager who agreed to let me have the fibre1 and line at new customer price of £33.99 but instead put me on fibre1 with no landline😡

Re: Contract Renewal

mikejay97 — Wed, 29 Dec 2021 14:38:44 GMT

Just an update if anyone comes across this and to thank Brian up at Newcastle he has sorted my line it is indeed now digital and has ordered me a new phone and reduced my package price he is going to get my old number transferred over to the digital line.

Re: Contract Renewal

mikejay97 — Fri, 28 Jan 2022 14:02:49 GMT

Well the saga continues 😱we got our digital line just after new year but it was a new number this was then swapped to our old number so we had our original number back😃but we found no one could call us we could ring out and my sons bt mobile could ring in but everyone else got number not recognised. I contacted Brian and told him and I suggested it was a porting over problem. Which it turned out it was this took another week to be right and we finally had our phone fully working on the 16th Brian rang me Monday 18th and I told him it's been working since Saturday he said that's great they got it back on earlier than expected. He apologised and said he was closing the case and giving me a £20 credit. Roll on to the 25th Jan I get an email saying all my phoneline services are ending today? I check no dial tone nothing all gone only broadband working. Contact bt they tell me there was a porting issue and my services needed to be cancelled ? Its been fine since Brian sorted it on 15th. So new order for landline digital service I get yet another random number with the promise I will get my number back. Get a phone call today from Craig who has been dealing with it he is sorry my number port order did not go through so he has done it again. And to top it off my bill has got 2 chargers on it now £29.99 for my broadband as Brian reduced it and now the land line of £23.10 , I originally agreed to £33.99 for fibre1 and landline which Brian then reduced to £29.99 as goodwill due to all the cockups. Craig has said he will look into my billing once the line is sorted I know it will be sorted in the end but over 1 month to change a contract?