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Fibre packages offered after contract end - Customer Service?! Help!

Dave_g23 — Wed, 17 Apr 2024 10:26:55 GMT

(It's not with my account but same situation). I've been trying to help a friend get a new broadband/phone package as her BT contract has ended. It's been impossible! Offered full-fibre, then they cancelled it - without telling her until it came up during the next 'conversation' with them.

Offer fibre (to cabinet, as current) package, then cancelled that too (Apparently Openreach cancelled it?!). She's been offered 5 contracts, all at different prices, in the last week, all of which they cancel! I

t turns out (according to and advisor on Monday morning - 15/4/24) that there is a problem of not being able to offer 'New EE' contracts to BT customers whose account numbers begin with two letters (in this case TH....). Hence there are only offers of 'less good' contracts, and at what seems to be a random price each time with no honouring of an offer, because their system cancels the contract offer each time because of this problem.

We're getting nowhere trying to communicate with them. Can they REALLY have messed this up so badly so that long-term BT customers cannot get a good deal (or even any deal)? I'll be in the same situation when my BT contract ends in early 2025! I'm not sure I can believe this latest explanation because there must be many BT customers with a customer identifier which has the two-letter identifier at the start (mine does). I'd like to state that they couldn't be that incompetent but I'm not sure I could write that!

Does anybody out there know if this is true, or just some random service agent bull**** line? And any suggestions on how to actually progress this and sort it out (and end my friend's huge amount of stress over it all - they don't know what they're doing to her mental state, honestly, which is why she asked for my help!)?

Thanks, in anticipation...

Re: Fibre packages offered after contract end - Customer Service?! Help!

licquorice — Wed, 17 Apr 2024 12:16:32 GMT

If they don't want to change package, simply do nothing and remain on a rolling contract rather than trying to renew.

Re: Fibre packages offered after contract end - Customer Service?! Help!

imjolly — Wed, 17 Apr 2024 12:18:53 GMT

did you try the retention team 08007831401 and see if they can help

Re: Fibre packages offered after contract end - Customer Service?! Help!

Keith_Beddoe — Wed, 17 Apr 2024 18:31:18 GMT

@Dave_g23

You do have replies to your thread now.

Re: Fibre packages offered after contract end - Customer Service?! Help!

Dave_g23 — Wed, 17 Apr 2024 18:45:09 GMT

Because the price on the rolling contract isn’t very advantageous…trying to get a better deal!

Re: Fibre packages offered after contract end - Customer Service?! Help!

Dave_g23 — Wed, 17 Apr 2024 18:45:46 GMT

Thanks. Not yet but that may be coming very soon!

Re: Fibre packages offered after contract end - Customer Service?! Help!

Dave_g23 — Wed, 17 Apr 2024 18:46:26 GMT

Thanks