This topic

Do you do a price promise on your own renewal quotes?

Map3st3r — Thu, 22 Feb 2024 16:52:35 GMT

I've just received an email saying if I renew now I can renew fibre 900 for 69.99 ( 24months contract ). But your price promise says never pay more than a new customer on renewals. Same product for a new customer is 44.99 ( 24 month contract ).

Re: Do you do a price promise on your own renewal quotes?

Keith_Beddoe — Thu, 22 Feb 2024 16:56:16 GMT

@Map3st3r

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

Re: Do you do a price promise on your own renewal quotes?

Map3st3r — Thu, 22 Feb 2024 17:08:09 GMT

Ok will do, I was looking for a contact email address as I'm not a fan of dialling those numbers and listening to elevator music for hours on end not knowing where you are in the queue. So I thought maybe BT look at their own forums. The solutions possibly cancel my current fibre 900 and sign up again as a new customer to get the better renewal price.

Re: Do you do a price promise on your own renewal quotes?

chrisjp — Thu, 22 Feb 2024 17:11:57 GMT

Yes, I've experienced this when renewing my own contract with BT. On close inspection, I found that the renewal deal had a few bells & whistles added to the deals being offered to new customers. So, cunningly, and in my view duplitously, BT maintain their "pledge" (and indeed stay within the law)
The new customer deal was not offered to me on any of the "renew now" communications or websites. I suppose I could have called them and spent a lot of time on the phone insisting that I get the new customer deal, but then I look at the experience of BT's customers who have tried to set up contracts over the phone with agents who apparently are quite ignorant about what they are selling and often get it totally wrong, sometimes cutting off the customer from phone and broadband.
So I did what I expect BT wanted me to do - accept the online renewal offer and pay more than a new customer.
It stinks, but it seems that is BT's business plan.

Re: Do you do a price promise on your own renewal quotes?

NigelB72 — Thu, 22 Feb 2024 17:24:03 GMT

@Map3st3r this is covered by the offers for new customers include various levels of discount. So when they say, "never pay more...." They actually mean "you'll pay the same price if we took away all of the discounts but we'll never actually do that".

Re: Do you do a price promise on your own renewal quotes?

chrisjp — Thu, 22 Feb 2024 17:28:02 GMT

I thought it was now illegal for companies to offer new customers a better price than existing ones renewing. If BT is offering new customers discounts then legally they should offer existing renewing customers the same discounts.
I still think that BT get round this by offering renewing customers a slightly different deal with a few extra (but of very low value) "features". They may not want these but they are given no opportunity to refuse them.

Re: Do you do a price promise on your own renewal quotes?

garybs29 — Thu, 22 Feb 2024 18:01:59 GMT

So from the screenshots it's the age old halo vs non halo, price promise only applies to similar halo packages & not the standard ones

Re: Do you do a price promise on your own renewal quotes?

Map3st3r — Thu, 22 Feb 2024 19:06:40 GMT

The screenshots were taken the BT site today ( Bt.com ) and my gmail account the renewal was emailed to.

I try'd to screenshot the whole web page but the forum says its too large of an image so I snipped the top of the browser

I'll have to try phoning them tomorrow. Or wait until after they increase there prices in March and see what the deals are then, plus I'll be out of contract. This renewal is asking me I want to renew early.

Looks like currently they are charging me nearly double what a new customer can have the same product and the renewals only a 10 GBP discount off of the already higher price than what is offered to new customers.

A price promise should be exactly what it sounds like. Find the same product at a cheaper price as pay that price.
In my 1st posts screen shots it shows where BT say never pay more than a new customer, but here I am nearly paying double and will then be locked into that inflated price for 2 more years.

Re: Do you do a price promise on your own renewal quotes?

-Richie- — Thu, 22 Feb 2024 19:47:38 GMT

@garybs29wrote:
So from the screenshots it's the age old halo vs non halo, price promise only applies to similar halo packages & not the standard ones

@garybs29 is correct, you're comparing a Halo package to a non Halo package, apples and pears as they say.

Re: Do you do a price promise on your own renewal quotes?

pippincp — Thu, 22 Feb 2024 19:49:47 GMT

If images are too large to upload just use a free image optimiser.

E.G. http://www.imageoptimizer.net/Pages/Home.aspx

Re: Do you do a price promise on your own renewal quotes?

chrisjp — Thu, 22 Feb 2024 20:17:02 GMT

"you're comparing a Halo package to a non Halo package, apples and pears as they say."

That's true, but the problem is when BT offer a renewed contract to an existing HALO customer, they never offer the non-HALO deal, and there is no way online that you can access the non-HALO deal.
You have to phone them and grapple with an agent who may of may not know what he/she is doing - and may manage to cut you off completely or lose your existing phone number.
I strongly suspect that this is a deliberate policy by BT to keep people on higher price deals than they really need or want.

Re: Do you do a price promise on your own renewal quotes?

Map3st3r — Thu, 22 Feb 2024 20:43:16 GMT

so what I need to do is cancel my fibre 900 package and then sign up for the fibre 900 package. Halo or not Halo I'm not really bothered if the word halo is in the description as long as its 900 down and 110 up.

The BT web site advertises 44.99 for 900 down 110 up. That is the package I'd prefer to renew to. I cannot find the 80.82 GBP package I'm currently paying for anywhere on BT's site

or alternatively when the contracts up. I cancel , leave BT and got back to virgin for 18mths on their 1130 down 104up package for 45 quid which will be better than 70 GBP renewal for BTs 900 /110 fibre

Re: Do you do a price promise on your own renewal quotes?

Map3st3r — Sun, 17 Mar 2024 13:05:22 GMT

just an update on this. I let the contract expire then phoned up about renewals. It turns out that if you renew online you cannot remove halo which seems to be most of the additional cost making my package nearly twice as expensive as a new customer.

So over the phone I've renewed without Halo for same 900 / 110 package for 49 GBP which is much better that the 80 GBP I m currently paying for the same service.

The only difference is it now branded as EE broadband supplied by BT. Hopefully it works as good as it did for the past 2yrs. I've download the the EE phone app but that so far appears to be completely useless and doesnt work for most of the time, just has a msg saying please try later. On the google play store it has 1 star reviews so perhaps its never worked properly for everyone.

The renewal went fairly smoothly , the accepting the T&C's didnt. A link was sent to my phone and I think a combination of my adblockers and firewall rules made it not work. I guess it was trying to do some extra phishing & telemetry harvesting whilst also providing a text document of the T&C's.