This topic

End of contract - cannot see options, no letter/email received

Mappy2022 — Fri, 17 Jun 2022 10:42:52 GMT

Hi, hope a mod is able to help me as I seem to be going round in circles and I'm not sure if I'm missing something obvious?

Our 2 yr contract is coming to an end in a few weeks and I was looking to explore the options, either to stay with BT or checking out the deals elsewhere.

We currently have 900Mb FTTP, happy with that, however quite content to get rid of the landline to save a couple of quid.

I was under the impression that BT should write to me or email me in the last 30 days of the contract to give me my options and lay out the best deals, but nothing has been received.

I log on to MyBT regularly but for as long as I can remember the personalised offers page has never worked.

I've just checked again and it still says:

"We've picked these offers just for you

Check out your personalised broadband offers"

However when I click on the "see your offers" link (any browser, doesn't make any difference), it just says:

"Hi. 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".

So I then click on the link to "see our standard deals" and that looks ok, offers me the 900Mb with the 12 Months Xbox Game Pass, looks like it'll be £55.99 for 24 months.

But then going through the checkout it says I cannot have that package and offers to recontract me for a whopping £74.99 a month!

So I got onto the chat and the guy there kept trying to offer me the 500Mb at first, and then the 900Mb but only with the Halo 3 option - I don't have Halo just now and I have no need for it so I cannot understand why I am trying to be coerced into taking it. Also the price was higher than the quoted prices on the standard deals page. Clearly that's not the "best deal" that OFCOM are on about?

He said he would take a note of the personalised deals page not working, but it's still doing the same.

I'm not too good on the phone so I did think I could get a recontract sorted with a few clicks, but it seems its not to be - I'm left next month paying the standard out of contract rate unless I get this sorted or just leave for Sky or someone else.

Again I'll say I'm surprised I haven't had any email or letter from BT. If I hadn't kept a note of the end of contract date the only indication I'd have would be a couple of lines on the latest bill saying that "some of your discounts have finished".

Is there no loyalty discount for customers thinking about recontracting for another 2 years? Do I need to wait until 12th July when I'm officially out of contract before I can take the "standard offer"?

Thanks for any help, I really don't want to be stuck on the phone explaining all this rigmarole!

Re: End of contract - cannot see options, no letter/email received

imjolly — Fri, 17 Jun 2022 10:54:02 GMT

I would have expected you have received either a letter or email advising contract is due to end and offering some new contract terms. I would check MYBT to make sure your contract does end when you think. Did you check your junk folder just in case

you can phone the options team 0800800030 and see what they offer you to renew. if you don't like the offer don't accept and try again in few days nearer contract end

Re: End of contract - cannot see options, no letter/email received

Mappy2022 — Fri, 17 Jun 2022 10:59:37 GMT

Yes to all, definitely ends on 12th July. Been through the junk a load of times, and the fact that the offers page has never worked for me makes me think something is up with that on BT's end. As I said, the only indication I have is on the bill produced yesterday, "Here's your bill for June. Some of your discounts have finished, so your charges are higher than before"

Not fancying the phone call I have to say, really thought it would be easier than it's turning out.

Re: End of contract - cannot see options, no letter/email received

imjolly — Fri, 17 Jun 2022 11:07:47 GMT

the options team are very helpful and that is how I renewed my broadband package recently without any problems

Re: End of contract - cannot see options, no letter/email received

Mappy2022 — Wed, 22 Jun 2022 14:16:00 GMT

Well, I got the email with the offers, better than the chat was offering me, but clicking on the "renew now" button STILL leads me to the page that says "

Sorry, we can't show you any

personalised deals at the moment

It also says on the email that I can "change my minutes and personalise my call plan" - well I'm looking to bin the landline altogether which I understand also shaves some money off the overall cost.

Is there no mod on here that can help me out and get this broken MyBT page sorted? I will not spend precious time on the phone to sort this, if I can't do it online, I'll be off.

Re: End of contract - cannot see options, no letter/email received

gg30340 — Wed, 22 Jun 2022 15:01:51 GMT

This forum is not a short cut to ordering or renewing your broadband. You are wanting to change your package to no landline phone so you would be better to call BT as previously suggested.

Re: End of contract - cannot see options, no letter/email received

Mappy2022 — Wed, 22 Jun 2022 17:52:18 GMT

Thanks for that rather flippant reply @gg30340 , you might want to work on that.

I do see mods stepping in here to help, so perhaps I'll wait for that instead of this so-called "sage" advice...

The MyBT page is a shambles on my account - it is worth highlighting that here in the hope that someone, higher than your good self, is able to do something about it, because the actual BT rep I spoke to on the chat said they would do something about it and nothing has happened.

I've already explained that I am not too good on the phone and seeing as I initially ordered my package online I see no reason why I should fluster myself in that fashion.

But you are clearly too quick off the mark to get one of your replies in to bother seeing that.

For all this not to be able to be tackled on the MyBT page does not reflect well on BT as a company.

Re: End of contract - cannot see options, no letter/email received

licquorice — Wed, 22 Jun 2022 19:43:04 GMT

As @gg30340 has said, the mods aren't a short cut. They are an extremely busy small team that step in when all normal channels have failed, not as first port of call.

Re: End of contract - cannot see options, no letter/email received

Mappy2022 — Wed, 22 Jun 2022 20:28:53 GMT

I'm afraid I just do not agree with you, so no point rinsing and repeating. I've never seen the mods as a short cut - it's only you and your pal that have said this - again, I feel you really need to get a grip of yourselves with the flippancy, who exactly do you think you are talking to?

I've already spent some time on the chat function to no avail, so this has failed to me. This is NOT my first port of call. Which you would know had you, along with your cronies, actually read what I wrote in the OP.

I really wish you "sages" would stop rushing to just repeating and repeating ad infinitum.

I have no wish to spend an age on the phone, as I have said on several occasions now - I shouldn't need to elaborate, the fact that I've said that much should be sufficient. Who exactly on the phone is going to get the message that there is something wrong with my account page? The guy I spoke to on the chat definitely didn't help. This is something that requires some specialist input. I can't even accept the offer made to me by email.

And, once again, something I feel needs highlighted here.

Here's what I would like going forward, for the "sages" to desist from replying to this thread, as you are certainly not helping whatsoever.

Re: End of contract - cannot see options, no letter/email received

Mappy2022 — Wed, 22 Jun 2022 21:52:54 GMT

If anyone else is interested I just completed a switch to, ironically, EE through one of the many comparison sites.

£46 for 24 months, 900Mb/s. Highly doubtful the parent company would beat that, but I await the phone calls from retentions anyway.