This topic

Does Loyalty work both ways

funkydonut — Thu, 28 Mar 2024 18:10:48 GMT

I have two BT accounts at two separate addresses. Due to unforeseen circumstances I will be leaving one address to permanently move to the other address. I have used BT broadband at both locations for many years and have been happy with the service

I called today to cancel the service at the address I'll no longer be living only to be told because I won't be transferring my contract I will be forced to pay over £200 for a cancellation fee. I was told I can't transfer the service because I already have a BT broadband account at my now only address.

Is this the way to treat up until now loyal satisfied customers?

I've done a quick google search and calculated that with a new contract with another provider I can cancel all my BT contracts, be approximately £50 worse off over the new contract term but will gain a 50% download speed.

My question is what is the of price of loyalty to customers, does BT really think it's worth losing previously happy loyal customers because they rigidly enforce rules about transferring contracts to new addresses?

Re: Does Loyalty work both ways

pippincp — Thu, 28 Mar 2024 19:26:01 GMT

How long is the contract left in the address you are moving to? It may be cheaper to cancel that one then you can transfer your present contract over.

Bottom line you will have to cancel one contract so choose the cheapest one. It has nothing to do with loyalty.

Re: Does Loyalty work both ways

gg30340 — Thu, 28 Mar 2024 21:08:09 GMT

There is no such thing as customer loyalty. There are only customers. There are always plenty new customers coming along so no need to offer anything to keep a customer.

Re: Does Loyalty work both ways

funkydonut — Thu, 28 Mar 2024 22:15:16 GMT

Do you really think charging the full costs for a service as penalty is acceptable because someones circumstances change and BT have decided that as I already pay for their services at my new address I can't cancel the redundant account. It's not like it cost's BT anything to NOT provide the broadband - the only thing it effects is company profits

Re: Does Loyalty work both ways

funkydonut — Thu, 28 Mar 2024 22:17:42 GMT

Like I said - does loyalty work both ways...obviously not.

Customers don't really count where profit is involved

Re: Does Loyalty work both ways

licquorice — Fri, 29 Mar 2024 08:15:45 GMT

As already stated, it's nothing to do with loyalty, you signed a contract for a fixed period of time in order to secure a discount. You now wish to break that contract and hence are required to return a proportional amount of that discount that you are no longer entitled to.

Re: Does Loyalty work both ways

funkydonut — Fri, 29 Mar 2024 11:58:36 GMT

Licquorice - I'm afraid you're totally wrong.
My 'monthly discount' was £5.00 per month so even on a full 24 month contract (which I certainly don't have left) the total contract 'discount' would be £120. I'm been told I have to pay £258.26. I'd be grateful for any justification for this charge

Re: Does Loyalty work both ways

imjolly — Fri, 29 Mar 2024 12:20:12 GMT

just like many other companies when you decide to break the fixed term contract then you are charged for the number of months remaining on your contract discounted to allow for a single termination payment. this is set out in the T&C which you agreed and also applies to your existing remaining contract

this applies to everyone whether been with BT for 25yrs of just 6 months

Re: Does Loyalty work both ways

funkydonut — Fri, 29 Mar 2024 12:50:59 GMT

It's just a punitive charge. But I can see why BT pre tax profits were £1.1bn. Good bye BT you'll never see another penny from me again

Re: Does Loyalty work both ways

licquorice — Fri, 29 Mar 2024 13:10:01 GMT

Do you seriously think any other provider would be any different given the same circumstances?

Re: Does Loyalty work both ways

gg30340 — Fri, 29 Mar 2024 14:38:56 GMT

@funkydonut

Could you perhaps explain how you think a contract that you presumably did read and agree to should work?

I am sure there is nothing in the BT contract or any other contract that you may have agreed to and signed up to that states you can terminate the contract at any time without penalty just because you no longer want have the service being provided.

I am sure if the ball was on the other foot and BT or your electric company informed you that they were no longer going to supply you with their product that you had contracted them to supply you would be stomping your feet saying they can't do that because you have a contract.

BT is a commercial business there to provide a service and to make money for its shareholders and will no doubt survive you moving to another provider but keep in mind your no provider will expect you to agree to a contract so make sure you read the T&Cs before you agree to it so that you don't find your self in a similar situation in the future.