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Renewing Broadband package

mm2 — Sun, 05 Nov 2023 18:06:19 GMT

Spent nearly a whole day on trying to get some sense out of BT ... my 24-month contract ends on 30 Nov 23.

I've always used the Line Rental Saver annual payment which is now also ending so from 1Dec I will be paying monthly for line rental. OK so far ...

I've been on Fibre 2 during this 24-month contract, it's fine for me, but I can't find out from BT what they are proposing to charge me from 1 Dec onwards.

I can log into 'MyBT' as instructed, but when I go to 'My Offers' I get this:

So, if I hit the 'see latest deals' button, then I get this:

Sounds good, 'you can pay less for your current package' ...

Then if I hit the left button, 'view your personalised offer', it goes back to the first screen above ... I am not particularly un-tech-savvy but this is doing my head in!

I tried online chat, which gave me about 5 different rates including line saver rental (what???) and a couple that didn't add up

So I tried phoning and got into complicated details about Halo 3, which seems to give me lots of things I don't actually want

It doesn't seem too unreasonable that only 3 weeks before renewal date, I should be able to find out how much it's going to cost me? How to 'pay less for my current package'?

I'd rather see it in writing than have my ear bent by an agent speed-reading lengthy T&C's, any ideas folks?

Re: Renewing Broadband package

imjolly — Sun, 05 Nov 2023 18:12:36 GMT

Try phoning the retention team 08007831401 and see what you can negotiate

Re: Renewing Broadband package

mm2 — Sun, 05 Nov 2023 18:14:43 GMT

Thanks, that's been suggested by the chat agent, they don't open till tomorrow and I thought someone might know why the website isn't behaving.

Re: Renewing Broadband package

mm2 — Mon, 06 Nov 2023 08:57:27 GMT

So, I called the number given, which the BT agent yesterday called the 'Loyalty Team'.

40 mins on the phone to someone who had never heard of Loyalty or Retention.

The brief from me was to keep my existing service on a new contract.

Given a price of £1/month more than yesterday for the same brief.

Now I've got the written e-mail confirmation, I find I've been switched from BT Fibre 2 to EE Fibre 67 Essentials.

BT website still saying it can't show me personalised deals but insists I can 'pay less for my current package' but refuses to tell me how.

Raised a complaint via the e-mail address given on yesterday's order, got a reply saying 'this e-mail address is no longer in use', followed by another e-mail saying 'your case has been closed'.

What the fluff is going on??? The words 'brewery' and 'p*ss-up' come to mind.