This topic

New contract

barumboy — Thu, 07 Aug 2025 07:40:17 GMT

After 3 or 4 weeks of sheer frustration my new contract is now up and running. Sim only mobile was pushed to EE but is now running well. The deal I had for the sport was 3 months sport at £5 per month and then reverting £20 per month (no big deal but £45 in my pocket). As for the Broadband speed I was promised and told I would be getting 900 mbs the Bt guy kept emphasizing this !!(instead of the 150 mbs) - not that I need or particularly wanted the speed upgrade but I notice there is no change of speed as it is still around 150mbs !!!!. Does this increase in speed take place over time or is it a simple switch process by BT?

Re: New contract

licquorice — Thu, 07 Aug 2025 07:44:56 GMT

It's a simple switch. Presumably it hasn't taken place, you need to call customer services

Re: New contract

Kodikid — Thu, 07 Aug 2025 09:02:02 GMT

Firstly you got a cracking deal on the sports as TNT now start at £30.

As for the speed, in my case when I had the BT smart hub I went from 500mbps to 900mbps and as you there was literally no difference.

Go the usual excuses (it's wifi to the hub-is your router in the best position has your neighbours got a budgie etc)

In the end I saved money by going back to the 500mbps package and bought a EE router.

Of course it could be your order isn't complete yet but either way lower your expectation of the SH2.

Re: New contract

barumboy — Thu, 07 Aug 2025 14:23:28 GMT

Thank you, that the 0330 123 4150 Number? Is it lots of automated questions before you ever get to an human ?

Re: New contract

barumboy — Thu, 07 Aug 2025 14:28:56 GMT

Thank you, I was on Fibre 100 but always got around 150 mbs so there should be a heck of a difference between that and 900 mbs.

Re: New contract

imjolly — Thu, 07 Aug 2025 14:50:32 GMT

Sounds like your upgrade has not gone through have you checked your account in MYBT?

You need to phone CS or maybe try billing message now.

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: New contract

barumboy — Thu, 07 Aug 2025 16:03:38 GMT

Just checked on My BT and the new contract is active and continues until 2027, It shows the Broadband as Full Fibre 150 so they have not given me 900 as promised. I just have to consider if its worth all the hassle contacting or just forget it.

Re: New contract

imjolly — Thu, 07 Aug 2025 16:20:50 GMT

As long as you are being charged for 150 package and not the 900

Re: New contract

barumboy — Fri, 08 Aug 2025 06:42:30 GMT

Its the same price as I was paying last year so not paying for the faster bps but its the principle for me - the bt guy went out of his way to say he was giving me a upgrade to 900 when negotiating the new contract.

Re: New contract

Kodikid — Fri, 08 Aug 2025 07:05:46 GMT

Did you get an actual email confirming this upgrade..call centre staff will often say anything to get a sale

Re: New contract

Katie_B — Fri, 08 Aug 2025 07:16:35 GMT

Hello @barumboy.

Thanks for coming here.

I would recommend giving us a call, our technical care team will be happy to look into the speeds you are receiving.

Please be sure to keep us updated following your call.

Katie

Re: New contract

barumboy — Fri, 08 Aug 2025 07:45:22 GMT

No never got an email to tell me what I was exactly getting. It was not until I got onto My bt a few days ago that I could see it was on fibre 150 (and not 900 as promised). It was obviously as you say "all all centre staff will often say anything to get a sale". To me is is plain Lying.

Re: New contract

barumboy — Fri, 08 Aug 2025 07:51:28 GMT

Thank you, I am receiving what my new contract now says (150) but this is not what I was promised by the sales person during negotiations. Its a point of principle for me.

Re: New contract

imjolly — Fri, 08 Aug 2025 09:13:32 GMT

did you not think it was odd to get increase from 150 to 900 at no extra cost?

Re: New contract

barumboy — Fri, 08 Aug 2025 09:37:49 GMT

Yes I did think it was odd but I am to trustworthy I expect, At the time the bt guy was replacing a proposed EE contract with a bt one (its a long story so will not go into it) so thought it was just to get me to except his contract - I will know another time not to believe anything the salesmen say unless I see it in writing before agreeing. I did get a good(ish) deal so in the end so I am fine with it so will leave it there.

Re: New contract

Kodikid — Fri, 08 Aug 2025 12:24:52 GMT

Love the implication that somehow the op's partly to blame for not questioning such a great offer.

Being deceived is hardly the victims fault.

Re: New contract

gg30340 — Fri, 08 Aug 2025 14:34:07 GMT

@barumboywrote:
Yes I did think it was odd but I am to trustworthy I expect, At the time the bt guy was replacing a proposed EE contract with a bt one (its a long story so will not go into it) so thought it was just to get me to except his contract - I will know another time not to believe anything the salesmen say unless I see it in writing before agreeing. I did get a good(ish) deal so in the end so I am fine with it so will leave it there.

The above reply is a bit confusing or perhaps it's just me.

Were you renewing a BT 150 contract and you were offered to renew your BT 150 contract with BT and that that you would be "upgraded" to 900 free of charge?

or was it you were renewing your BT contract and you were offered the 900 for the same price if you moved to EE?

or were you moving from EE 150 to BT 150 and you were told you would be "upgraded" from 150 to 900 at the same price as the 150 if you moved to BT?

or was it something else all together?

Re: New contract

barumboy — Fri, 08 Aug 2025 15:38:24 GMT

Like I said it is a long story, This is what I can remember from the saga.I tried to see my options for renewal on my Bt and my current Broadband (think it was called Fibre 100 although I always got around 150) was showing as not available. I also tried the link for EE (on myBt) and it came back saying it is not available or some kind of error message. I then had a mail shot from EE saying my contract is due for renewal and to ring this number for quote. Spoke to a guy at EE who went through a deal for me which I agreed to. Then received a new EE sim for my mobile. tried to run it and there was some kind of problem. Somehow a guy from Bt contacted me and said that the deal from EE was out of date and no longer valid and should not have been offered to me. He then put together the package which he offered me which included mobile (sim only) to EE and Broadband and Sport to bt - part of the package was an upgrade to 900 speed which he mention several times. btw the final Bt contract was a bit cheaper than the EE one anyway so I am just happy that it is now all over with and I can get back to living my life lol.

Re: New contract

gg30340 — Fri, 08 Aug 2025 15:55:18 GMT

I have no idea why EE were involved unless you were transferring to EE.

If your original package was for 100 then it is irrelevant that you usually got 150 that was just a bonus.

As the 100 package was no long available you were offered the 150 package by the BT rep which is what you now have with BT. Is that correct?

As regards the upgrade to 900 is it possible that the BT rep was informing you that at anytime during the renewal/regrade to the 150 package and that during any point in your fixed term contract you could upgrade to 900 or was it definitely that you would be getting 900 for the same price as the 150 if you took out the 150 package?

If you were told you would definitely get 900 for the same price as the 150 if you took out the 150 package you should contact BT and raise a complaint about this.

BT should be able to listen to the record of your call to ascertain what was said.

Re: New contract

licquorice — Fri, 08 Aug 2025 16:08:27 GMT

I assume you do have full fibre and not just G.Fast via copper.