This topic

Charged more than a new customer

Pmac1985 — Wed, 26 Jan 2022 20:57:34 GMT

Why do BT always charge me more than they offer for a new customer even after I’ve been with them for over 15 years?

last time it was on mobile and I had to look at going else where and now that FTTP has been installed in the area they want online £35 or even £5 more when I call than they offer it to new customers online!!

uou would have thought customer loyalty would be rewarded not punished, or is this just cause I’ve been tied in for another 12 plus month and have no choice but to stick with them and slow internet or pay extra.

Re: Charged more than a new customer

Eaglemama — Fri, 28 Jan 2022 18:29:56 GMT

Incentives will always attract new customers, it’s just one of those things. It’s a competitive market.

Re: Charged more than a new customer

iniltous — Fri, 28 Jan 2022 18:42:07 GMT

TBH, it’s not just BT , many if not most offer incentives to new customers to join, however depending on what products you take with BT, they do offer a guarantee that the renewal will be as good as the new customers deals at the time, or you call and try to negotiate a better deal, a retention deal may be even better than a new customer offer, you won’t know unless you try.

Re: Charged more than a new customer

imjolly — Fri, 28 Jan 2022 19:16:59 GMT

Is your contract due for renewal shortly? If so have you had notification from BT and renewal contract offers?

Re: Charged more than a new customer

carolyngyseman — Mon, 13 Jun 2022 10:01:04 GMT

Hi, didn’t realise about the guarantee that Bt offers for certain packages, can you let me know where I can find this online as I am due to renew my contract shortly. Many thanks, Carolyn

Re: Charged more than a new customer

Anonymous — Mon, 13 Jun 2022 10:44:04 GMT

Log on to MyBT web site & see if you have this:

Re: Charged more than a new customer

GeoffSmith — Mon, 13 Jun 2022 10:55:45 GMT

@carolyngysemanwrote:
Hi, didn’t realise about the guarantee that Bt offers for certain packages, can you let me know where I can find this online as I am due to renew my contract shortly. Many thanks, Carolyn

When I renewed as Halo 1 I received an e-mail which includes -

"Our Price Promise : Your bill won’t suddenly go up when your contract ends. Plus, you’ll never pay more than a new customer."

I shall simply quote that if they do try to charge me more at the next renewal. I suspect the promise leaves BT with some wriggle room depending on how they interpret the price to a new customer.

Worth checking your e-mail history for something similar.

Re: Charged more than a new customer

gg30340 — Mon, 13 Jun 2022 14:08:48 GMT

What you may find is happening is that when you take out a fixed term contract you will probably have received a "discount" on the "normal" broadband package price because you agreed to a fixed term contract.

When this fixed term contract ends you lose the "discount" that you were given and the original full price of the broadband package then applies and it is this price that you would pay should you not enter into another fixed term contract.

This will invariably appear to be higher than a "new" customer would pay because BT show the price that a "new" customer will get when the discount is applied to the fixed term contract and not how much it will cost when the fixed term contract runs out.

If you have decided to renew your broadband package and enter into a new fixed term contract you will be given a discount on the full price of the broadband package for doing so and if you are not automatically given it you should ask for a discount and this should be on a par with what a new customer gets.

Check the small print "The monthly price for your broadband plan will increase each year from March 2022 by the rate of inflation (the Consumer Price Index rate, published in January each year) plus 3.9%. See bt.com/prices for details. All prices shown are in contract prices. Prices after 24 months increase by up to £8, if you don’t recontract".

Re: Charged more than a new customer

-Richie- — Mon, 13 Jun 2022 17:45:06 GMT

@GeoffSmithwrote:
When I renewed as Halo 1 I received an e-mail which includes -
"Our Price Promise : Your bill won’t suddenly go up when your contract ends. Plus, you’ll never pay more than a new customer."
I shall simply quote that if they do try to charge me more at the next renewal. I suspect the promise leaves BT with some wriggle room depending on how they interpret the price to a new customer.
Worth checking your e-mail history for something similar.

This applies only to Halo promotions, other offers without Halo benefits can be cheaper.

Re: Charged more than a new customer

OOOXXX — Sun, 13 Apr 2025 14:50:02 GMT

I had the same thing today. Loyalty to BT doesn’t pay, for BT ‘Loyal customer’ seems to mean ‘mug’. So when my contract finishes I will find a new provider.

Re: Charged more than a new customer

gg30340 — Sun, 13 Apr 2025 16:02:22 GMT

@OOOXXX wrote:

I had the same thing today. Loyalty to BT doesn’t pay, for BT ‘Loyal customer’ seems to mean ‘mug’. So when my contract finishes I will find a new provider.

There is no such thing as Customer Loyalty. You are just a customer like any other customer. If you decide to leave there will always be some other person joining.

The only reason people stay with BT or any other Internet provider is because the price suits them and secondly that in the event of any problems the problem is dealt with promptly.

You need to decide if that applies to you and act accordingly.

If you want to try and get a better deal from BT you should do your homework first and find out what other providers will offer you for the same package that you want from BT.

Once you are armed with that try calling the BT Retention team on 0800783140 and try to negotiate the deal you want.

If you can not get what you want or what is offered to you then be prepared to move to a provider who will give you what you want.

Re: Charged more than a new customer

OOOXXX — Sun, 13 Apr 2025 18:55:48 GMT

I’ve been with other providers before & BT’s customer service isn’t any better than some other providers. It is convenient to stay with the same provider but convenience has to be balanced with value for money. I left my last provider for hiking prices for loyal customers while offering deals to new ones. The trick seems to be to keep moving.

Re: Charged more than a new customer

Kimberlin — Sun, 13 Apr 2025 20:41:26 GMT

Having just recently moved from BT to Plusnet, there has been absolutely no difference in service whatsoever, I'm just paying 10 quid a month less than I would have had I stayed with BT. The actual switch also only took 5 working days, so hardly a hassle or inconvenience in my particular case.

Also if/when you do move, be prepared to receive calls from a number that when answered or sent to voicemail, you're either hung up on straight away, or in my case, not a single message is left. The calls started around 3 hours after I initiated my switch eventually forcing me to block the unwanted nusiance calls.

New customers will always get the best deals from my switching experience, it's the way the world spins. A pointless merry go round in my opinion.