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Why is the renewal price almost doubling at checkout?

scottielands — Sun, 06 Aug 2023 17:30:59 GMT

Hello

I have just finished a Halo2 contract (in Feb) and want to arrange a Full Fibre 500 package at £39.99 a month. When I log in with my account details, and go to checkout it says Full Fibre 500 £64.99 and I CANNOT change it.

As per usual I cannot get through to BT, chat doesn't work and there is no way of sorting this so I am just becoming more and more frustrated. The app is pointless as you can't set this up on the app either.

Please can anyone help? Why is the price £39.99 showing as £64.99 for an existing customer?

Thank you
Sarah

Re: Why is the renewal price almost doubling at checkout?

imjolly — Sun, 06 Aug 2023 17:41:14 GMT

Are you keeping the halo add on? Are you keeping the ability to make/receive calls on your home phone? The price you are quoting is broadband only

Re: Why is the renewal price almost doubling at checkout?

scottielands — Sun, 06 Aug 2023 17:44:20 GMT

I don't want to keep the Halo add on but I cannot see anywhere that says to remove it. I have just selected Full Fibre 500 at £39.99 and £5 pay as you go calls - I don't want anything else just the broadband and the £5 call package but on checkout it says £66.99.

I assumed the current package would just cancel since it is out of contract and I am renewing?

Thank you so much.

Re: Why is the renewal price almost doubling at checkout?

VeteranISPUser — Sun, 06 Aug 2023 17:51:46 GMT

Hi @scottielands As an existing customer, you will never get a new customer price (they already have you). Especially, if you have Halo. They seem extremely reluctant to take it off once you have it. I had to leave and order another ISP (you have to really mean it) before BT offered a package (without Halo) with the same speed at half the price that I was paying.

Re: Why is the renewal price almost doubling at checkout?

scottielands — Sun, 06 Aug 2023 17:54:46 GMT

Thank you - I have read this online, people saying that BT won't release you from Halo. ABSOLUTELY not having that - I will happily leave if this is the case. Thank you for the advice.

Re: Why is the renewal price almost doubling at checkout?

VeteranISPUser — Sun, 06 Aug 2023 18:13:02 GMT

Hi @scottielands It is interesting, in my "special" offers, I can now add Halo to my package and only pay 120% more!

Re: Why is the renewal price almost doubling at checkout?

Crimliar — Sun, 06 Aug 2023 20:22:27 GMT

120% more so (100+120) 220% of the original price?

*So looking into this I'm being offered BT TV Pro at a price that would make long-time subscribers cry!

Re: Why is the renewal price almost doubling at checkout?

VeteranISPUser — Mon, 07 Aug 2023 07:34:01 GMT

@Crimliarwrote:
120% more so (100+120) 220% of the original price?

Hi @Crimliar

Sorry, I grossly underestimated the increase. The actual "Online Exclusive" is 196% more or 296% of the current price. This was the package I was on before.