This topic

Mis Sold New Broadband package.

DIWIL — Fri, 21 Apr 2023 11:14:03 GMT

On 9th Feb 2023 my old BT Broadband package finished and I was contacted by BT to offer a new one. They told me I should sign up for FIBRE HALO 3 as my flat was connected to fibre. I am a pensioner with no knowledge of the various Broadband packages and duly signed up on 24 th March. I hardly use broadband only for a few emails but do use the phone a lot and like the unlimited calls available. My package is costing me around £65.per month.On speaking to a friend he was amazed that they did not offer any other package more suited to my needs. He suggested that what I need is something like Fibre Essential package with phone at a much reduced cost. This was not offered in the call from BT only the expensive Halo3. It was too late to cancel the package when I found out I had been mis sold and I cant locate anyone at BT to discuss this. On 150 they just give the normal blurb. Can anyone advise how I should proceed.

Thanks. DIWIL

Re: Mis Sold New Broadband package.

imjolly — Fri, 21 Apr 2023 11:31:06 GMT

@DIWIL

do you qualify for BT home Essentials

https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editorial+Content&vendorid=AJM&utm_source=Affwin&utm_medium=https%3A%2F%2Fwww.bt.com%2Fexp%2Fbroadband%2Fhome-essentials&utm_campaign=110483&awc=3041_1645094835_8db5e34aa3189a1e2d1144312948112e

Re: Mis Sold New Broadband package.

DIWIL — Fri, 21 Apr 2023 16:36:26 GMT

no I dont

Re: Mis Sold New Broadband package.

imjolly — Fri, 21 Apr 2023 16:39:26 GMT

If you login to MYBT can you say what broadband and phone package you actually have

Re: Mis Sold New Broadband package.

DIWIL — Fri, 21 Apr 2023 17:02:41 GMT

Yes I have done that and find the following. Broadband Fibre 1/Digital Voice Home phone/

Unlimited minutes call plan £13.00 (I want this)

Broadband package £59.99 (This is too fast for me-I only use it for emails)

Discount £7.50

Total £65.49

Re: Mis Sold New Broadband package.

imjolly — Fri, 21 Apr 2023 17:16:49 GMT

Does it say you also have Halo 3?

The cost for fibre 1 seems very high . I have asked a forum mod who is BT employee to see if they can help you and they will post here

Unfortunately you cannot get BT HOME ESSENTIALS as your friend suggested as you do not qualify

Re: Mis Sold New Broadband package.

DanielS — Fri, 21 Apr 2023 17:44:48 GMT

Hi @DIWIL,

I am sorry that you feel that you were missold when you contacting us for help.

Check your private messages for me, please. I've sent you a message that you can reply back to me on.

Thank you
DanielS

Re: Mis Sold New Broadband package.

DIWIL — Fri, 21 Apr 2023 17:45:40 GMT

i thought i had Halo 3 but I have just received from BT the contract documents which states Fibre 1. with prices as I mentioned.

Thanks for any help.

Re: Mis Sold New Broadband package.

DavidM — Mon, 24 Apr 2023 12:39:36 GMT

Thanks for taking my call @DIWIL .

I'm glad we were able to sort this out for you. Post back if you have any other problems.

All the best

David

Re: Mis Sold New Broadband package.

DIWIL — Wed, 03 May 2023 09:59:29 GMT

Thank you so much for your help. My email plus unlimited phone has now reverted to what i wanted in the first place.

Tanks again. Rgds Di

Re: Mis Sold New Broadband package.

Carlusha — Wed, 03 May 2023 10:48:52 GMT

@DIWIL During this period of misunderstanding, did you really switch to digital 'phone?

Re: Mis Sold New Broadband package.

Simmo136 — Thu, 19 Sep 2024 09:41:35 GMT

I read this post with interest, as I believe that I was also missold a broadband package. As a widowed pensioner living alone, and given current financial constraints, I am trying to save money wherever possible. I currently pay over £80 pm for broadband Halo 3. The contract runs until June 2025. Looking at prices for new customers I worked out that I am currently paying more than £50 pm more than new customers. The website states that existing customers will not be charged more than new customers. I called yesterday to query this; the call handler was sympathetic but could not assist as I am still in contract. Although she said that I could call again four months before the contract expires, I will not renew my contract as I have lost confidence in BT as my broadband supplier. I asked her to note my file to confirm this.

I did not need Halo 3, by the way, as I don’t need it, and the additional unit gets in my way. I complained about this at the time but got nowhere

It’s bye bye BT for me next year

Re: Mis Sold New Broadband package.

Peter_W — Thu, 19 Sep 2024 12:51:35 GMT

Hey there @Simmo136.

Thanks for reaching out to us here on the BT Community forums!

We'd certainly hate for you to feel that you're not getting the best value for money from your current contract, and I'm disappointed to hear that you didn't get the outcome you were looking for when reaching out to our team for help.

If you're feeling like this was mis-sold, have you had a chance to try raising this with our dedicated complaints team?

They'll be able to take ownership and make sure this is logged on your account, ensuring we've looked at every option we can to support you.

Peter

Re: Mis Sold New Broadband package.

chrisjp — Thu, 19 Sep 2024 15:09:35 GMT

It's good the moderators are acting to sort out this mis-selling. However, these are not isolated incidents, and BT's business model appears to be to upsell all customers whenever there is a chance to do so. Their telephone agents are incentivised to do this via their commissions.
Once you have accepted a Halo deal (whether you needed it or not) BT seem to do everything it can to prevent you from downgading to the cheaper deals offered to new customers.
I'm not clear how much influence the moderators have over BT's selling policies but it would be good if they expressed their reservations about it to their management chain

Re: Mis Sold New Broadband package.

Simmo136 — Mon, 23 Sep 2024 08:54:30 GMT

Thank you for replying, Peter

I had little faith in raising a complaint, because I thought I had already tried that, but I followed your link

This gave me a number of options regarding how to deal with faults. Not what I really needed. for complaints, it says, call 150 - the same process as I had tried before, with exactly the same options (none of which included ‘make a complaint’.

It seems to me that BT has a complaints system which leads customers down wormholes but which don’t lead to anyone properly looking at what has happened, or trying to resolve it

In the meantime, I have had yet another bill of £93 for a service worth less than half of that.

There is another post on this topic which sets out the contention that BT staff selling these contracts are on commission and therefore have a financial incentive to maintain the most expensive contracts, which of course increase exponentially with inflation

Re: Mis Sold New Broadband package.

Linzi_H — Mon, 23 Sep 2024 09:19:24 GMT

Hi @Simmo136

I'm sorry to hear you're having a spot of bother raising a complaint, and we certainly don't want you getting lost down any wormholes!

Following on from @Peter_W's advice, the fastest way to resolve an issue is to get in touch directly. If you speak to the team they can raise a complaint on your behalf.

If you'd prefer to email or write to us, the details can be found within Our Complaints Code of Practice.

I hope this helps,

Linzi

Re: Mis Sold New Broadband package.

Simmo136 — Wed, 27 Nov 2024 14:54:14 GMT

I followed the suggestion that I should make a formal complaint about this issue, which I did, on 23/9/24. I spoke to someone for at least an hour; he kept offering slightly different packages, none of which would have saved me money and I said that I wanted to make a formal complaint. The complaint was registered and I received a notification to that effect on the same day.

Since then - nothing. No reply.

Today I tried to raise a complaint with the Ombudsman, but it seems that I have to raise the subject beforehand with BT, which I tried to do, but there is (contrary to the advice in your previous communication) no way of doing this except by phone or post. I do not intend to waste another hour speaking to a call handler who has no authority to deal with the complaint. I have no confidence that a letter would reach anything more than a mountainous intray of complaints.

Quite clearly the complaints procedure, such as it is, is designed to frustrate those making complaints into giving up

I have just had my THIRD monthly bill since making the complaint. I can only assume that BT intends to draw out this process until my contract expires, when I will certainly leave BT.

Re: Mis Sold New Broadband package.

Anonymous — Wed, 27 Nov 2024 15:25:07 GMT

You have raised the issue with BT & as more than 8 weeks have elapsed since, you should be able to progress it with the ombudsman:

https://www.commsombudsman.org/

Re: Mis Sold New Broadband package.

Simmo136 — Wed, 27 Nov 2024 15:26:21 GMT

Thank you
I will do that

Re: Mis Sold New Broadband package.

Christopher_G — Wed, 27 Nov 2024 16:07:43 GMT

Hi @Simmo136

I've sent you a private message to try and get you some help with this. Could you take a look and get back to me please?

Thanks

Chris