This topic

Renewal Issues

Eirlys1 — Sun, 17 Mar 2024 20:48:55 GMT

I've been trying to renew my contract with BT, 3 hours later, still no further forward. I'm trying to reduce my monthly cost but apparently BT won't allow it as I'm a Halo 3 customer. I've been quoted £25 more for than a new customer. Not happy at all!

Re: Renewal Issues

chrisjp — Sun, 17 Mar 2024 23:21:40 GMT

For some reason, if you're on Halo 3, BT won't allow you to change to a cheaper plan if you try to do it online.
I understand, though, that you can do this by telephoning them and arguing your case with one of their agents, who unfortunately are incentivized to upsell.
Trouble with this is that there have been a number of reports on this forum of agents getting the new contract completely wrong, or people being cut off from broadband completely for a period.
I don't think I'm being over-cynical to think this is a BT marketing ploy to keep people on more expensive plans than they want or need - and which are routinely offered to new customers.

Re: Renewal Issues

Eirlys1 — Sun, 17 Mar 2024 23:43:04 GMT

I've been told by an advisor today that it's BT policy not to allow customers to come off Halo 3. The advice i was given, head office don't care if i renew or not. That's what you get for 25 years loyalty. Absolutely appalled. No use trying to renew on line either, only gave me the same package which was more expensive.

Re: Renewal Issues

Anonymous — Mon, 18 Mar 2024 06:40:58 GMT

@chrisjpis correct in that we've seen this before. Halo is clearly very lucrative for BT & they obviously don't want to lose that without a fight. But I can't believe making it mandatory once you've taken it is legal. Whether this is actual BT policy or just driven by individuals desperate for commission I've no idea. If you're lucky, a Moderator will pick this up & hopefully clarify the position for the rest of us.

But assuming that you are or soon will be out of contract, then I suggest you follow BT's advice & vote with your feet.

Re: Renewal Issues

nickmorc — Mon, 18 Mar 2024 10:36:09 GMT

Had the same issue and moved to Vodafone, half the price.

Re: Renewal Issues

Eirlys1 — Mon, 18 Mar 2024 10:40:59 GMT

I just don't get why BT are treating loyal customers like this. 😕

Re: Renewal Issues

WSH — Mon, 18 Mar 2024 10:50:11 GMT

Obvious...In their view, "loyal" means stupid enough not to move whatever they do.

Re: Renewal Issues

Eirlys1 — Mon, 18 Mar 2024 11:29:08 GMT

Unfortunately some are vulnerable and will take whatever they're told. 🥺

Re: Renewal Issues

Eirlys1 — Mon, 18 Mar 2024 20:23:36 GMT

Tried to complain to BT and was again told i can't go on to a lower tariff as I'm on Halo3. I asked to have my complaint escalated and was told no point as the manager would say the same. Thanks BT for upsetting a 72 year old. Never thought this process would be stressful. Don't know what to do o'r who to ask for help 😕.

Re: Renewal Issues

robh66 — Mon, 18 Mar 2024 21:23:13 GMT

I’m in the same club, I’m on Halo 3, and tried to move to new EE, but after a fortnight of being fobbed off and pushed from pillar to post, today I told the agent to cancel the move, and I’ll stick with BT.
So anymore marketing emails I get from BT offering me New EE, will get deleted and I’ll remove myself as best as I can from anymore junk mail from BT.

Re: Renewal Issues

Eirlys1 — Mon, 18 Mar 2024 21:26:02 GMT

Never known anything as stressful as dealing with BT. Worst mistake I've ever done is sign up to Halo3.

Re: Renewal Issues

PaddyB — Tue, 19 Mar 2024 08:54:30 GMT

Hi @Eirlys1

Thank you for posting and welcome to the Community. I'm sorry if you're having problems changing your package. When does your current contract expire? If you're out of contract then you should be able to downgrade your package to a cheaper deal.

If you send me your information, I'd like to take a look at the details of your complaint.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Renewal Issues

Anyuser — Tue, 19 Mar 2024 08:58:35 GMT

This is my experience also.

Property 1 I have FTTC from BT and FTTP is not available. I just have Fibre 2 which I was able to renew this month online and keep my 700 mins calling plan. This came out less than I was previously paying. Tried to get a quote on the phone and was only offered higher prices than online.

Property 2 FTTC with Halo 3. No offers online apart from higher services which are more expensive. Trying on phone same experience as others here with only more expensive options available even though I would be happy to renew without Halo 3. The difference at this property is that FTTP is available from altnet but not from BT. So this one is going to altnet next month. Also means I have to move the mobile away from BT as I would lose the £5 discount for having BT broadband.

Re: Renewal Issues

Eirlys1 — Tue, 19 Mar 2024 19:11:59 GMT

Paddy, thank you so much for offering to help. I complainedvia 'X' and managed to get ot sorted. My bill is now over half what it was. So relieved! This process shouldnot be so difficult. Message to others, don't give up. Fight for what is right!

Re: Renewal Issues

TEREU5 — Mon, 08 Apr 2024 08:51:29 GMT

Hello. Found this thread and boom ... all is clear as I am on FF500 with BT Halo 3 all the "upgrades" I see (current finishes in 53 days) are a more than current one (even new customer has a better deal but that's "normal!?"). Considering that I £49 for the service now and I can get it for £33 in other places its not the best practice. Will have to watch this space possibly or call them to not renew ..

What would happen if I did not renew/upgrade in time? Will there be a daily charge or auto-enroll?

Re: Renewal Issues

imjolly — Mon, 08 Apr 2024 08:54:35 GMT

@TEREU5

there is no auto renewal. if you do not renew your contract you move to a rolling monthly contract but you may lose any discounts you negotiated at start of you existing contract

Re: Renewal Issues

TEREU5 — Mon, 08 Apr 2024 09:35:52 GMT

Thanks for that!

I might have a chat and say that I want to cancell and place a new order and save myself £15 a month!

from 10:00 OMG spent all this time on hold trying to talk to some1 and gave up ....will try at some point later 😆

Re: Renewal Issues

drspear — Mon, 08 Apr 2024 09:55:55 GMT

same here, 55 minutes on hold, no option to chat, no online option to renew, also gave up will try at night.

Re: Renewal Issues

TEREU5 — Mon, 08 Apr 2024 10:00:38 GMT

Just read that if you use the company that uses their (BT/OR) network you do not need to gie a call. They will notify BT that the service is moving. When did some steps of order they gave me the date so might check closer to the day so the activation will fall on the end date of the service with BT and that will be it.... (£32 a month with £100 gift card....so £26.5 over 18 months....not 49 that is now!)

Re: Renewal Issues

Anonymous — Mon, 08 Apr 2024 11:11:48 GMT

@TEREU5

Yes, you just place an order with the new supplier. Transfer is usually 14 days from when you place the order. So order 14 days from the end of your contract. Although a few days either side will have a minimal cost. But if you have a landline & want to retain it, be sure that the new provider has a phone service, as not all do.