This topic

Contract Ending - Forced onto Full Fibre/EE

Ork1927 — Mon, 20 May 2024 11:56:22 GMT

My Fibre 2 contract was up this month.

Online I was able to select renewal at a chaper price, but it wanted £3 for Pay as you Call calls.

I didn't want Full Fibre at the moment as having work done in house.

Rang up for renewal without Pay as You Go - landline and was told I can't have a Fibre 2 renewal regardless - have to move to Full Fibre or just stay on rolling contract at higher price.

Reluctantly agreed to Full fibre (not realising that the box inside house needs power socket right next to it. Price was okay, but not offered anything like new kit and was told it would be EE as BT are now EE and confirm/set up your EE account.

Rang back today as I don't think Full Fibre is going to be practical for a few months and asked again for a Fibre renewal. Told its impossible and if I cancel now I won't be able to set up an EE account in future with same email and within 6 months I'll be forced off Fibre 2 anyway.

None of this sounds completely legit and I'm realising having read this forum that moving to EE is basically moving to a new customer service team, etc and potential for a big mess.

Is everything I've been told above true or shoudl/could they let me renew and also could I have got Full Fibre through BT and not EE??

Re: Contract Ending - Forced onto Full Fibre/EE

COMPANY-PENSIONER — Mon, 20 May 2024 12:28:23 GMT

Hi there,

There appears to be a lack of transparency with ordering or renewing, just now.
There's a 'BT Consumer Price Guide', BT stuff. There's no equivilent 'EE Consumer Price Guide', with the same kit, EE badged. I can't understand why customers are being bumped onto EE; when the glossy brochure doesn't exist ?
If products exist only in the 'BT Consumer Price Guide', why can't customers have them.
It's the 'same company / products' doesn't really cut it, in business. I wonder if any of the current anomalies have been rubber-stamped by Ofcom & Trading Standards ?
Ask the dealing agent to justify where you can find the offer in BT/EE hard copy !

Re: Contract Ending - Forced onto Full Fibre/EE

ArtyVark — Mon, 20 May 2024 13:53:59 GMT

Its true everything is going to EE. BT are pushing you that way. Yet they are offering new customers Fibre 1 and Fibre 2. The left hand of BT doesnt now what the right hand of EE is doing and they are meant to be the same company. Communication is very poor between the two.

Even when you want to do it you cant the call wait time is terrible today so think I will give up at the moment.

Re: Contract Ending - Forced onto Full Fibre/EE

WSH — Mon, 20 May 2024 14:44:22 GMT

You’re not being forced into anything.

Your existing contract will just roll on as a monthly thing. The only thing you lose is any ‘in contract’ discounts you may have had. I myself have been out of contract now for about four years, (for reasons I won’t go into here). Nothing has really changed except the price.

Re: Contract Ending - Forced onto Full Fibre/EE

Keith_Beddoe — Mon, 20 May 2024 15:30:06 GMT

@ArtyVark

BT and EE are separate companies within the BT Group.

BT Group are trying to promote EE as a consumer product, to integrate with their mobile and TV products.

If you just have just a basic broadband package (no TV), then you may as well stay with BT.

Re: Contract Ending - Forced onto Full Fibre/EE

ArtyVark — Tue, 21 May 2024 08:56:51 GMT

Yeah I know they are seperate companies but they both come under BT. Coming under the same group they should still have good communication but they dont.

I have Halo package with TV. At the moment the phone lines are constantly busy.

Re: Contract Ending - Forced onto Full Fibre/EE

COMPANY-PENSIONER — Tue, 21 May 2024 09:18:10 GMT

So. To peruse BT Products & Services, I go to the 'BT Consumer Price Guide'. To peruse 'EE Products & Services', where do I go ? There isn't equivalent literature ?
When negotiating a new deal or a re-contract, you really need to know 'what's out there'. You need to know you're negotiating cheapest options, or salesperson 'specials of the day'. After all, you're tying yourself into a contract for a specified period of time. Be wise before the event, not after: get it right. If you're unschooled at the time of contract, you're positioning yourself somewhere between 'DEL BOY & THE KRAYS'.
'TRADERS' & 'BROKERS'

Re: Contract Ending - Forced onto Full Fibre/EE

edbostan — Tue, 21 May 2024 10:35:49 GMT

Please can you advise us where the BT Consumer Price Guide is? I feel prices are hidden from the consumer and I have trawled BT Web pages and any prices are avoided. I pay £22 per month for my TV package but it is promoted from £15 per month. I do feel Ofcom and Trading Standards should insist prices are transparent and investigations to ensure consumers are not fooled.

Re: Contract Ending - Forced onto Full Fibre/EE

Keith_Beddoe — Tue, 21 May 2024 10:46:49 GMT

https://www.bt.com/content/dam/bt/storefront/pdfs/BT_PhoneTariff_Residential.pdf

Re: Contract Ending - Forced onto Full Fibre/EE

garybs29 — Tue, 21 May 2024 11:19:48 GMT

@edbostan Offers can & do change at anytime, I get you're not happy but highly unlikely anything for trading standards etc. Also strange you can't find prices, the current offers come up on the following page - Add TV to Broadband | TV with Broadband | BT

Re: Contract Ending - Forced onto Full Fibre/EE

ArtyVark — Thu, 23 May 2024 09:51:42 GMT

https://ee.co.uk/help/terms-and-conditions/price-plans/home/ee-tv-broadband-and-home-phone-price-plans

https://ee.co.uk/content/dam/help/terms-and-conditions/price-plans/home/ee-monthly-home-price-guide-update-1-may-2024.pdf

Re: Contract Ending - Forced onto Full Fibre/EE

COMPANY-PENSIONER — Thu, 23 May 2024 11:29:02 GMT

@ArtyVarkwrote:
https://ee.co.uk/help/terms-and-conditions/price-plans/home/ee-tv-broadband-and-home-phone-price-plans
https://ee.co.uk/content/dam/help/terms-and-conditions/price-plans/home/ee-monthly-home-price-guide-update-1-may-2024.pdf

All good stuff !
TRADERS , CONSUMERS , BROKERS

Re: Contract Ending - Forced onto Full Fibre/EE

Ork1927 — Fri, 24 May 2024 15:45:37 GMT

How do I put in a complaint about this as I cancelled the Full Fibre installation - tried again to get a contract on Fibre 2 instead of being stuck on the rolling contract at a higher price - was told it wasn't possible and now after waiting to ensure the full fibre order was cancelled - I've managed to do it online (at a not great, but better than the rolling contract price) after being told by 3 people that if I did it online it wouldn't go through at the order stage.

And it has - do I just have to ring up as the only other option on the website is to send a physical letter.

Re: Contract Ending - Forced onto Full Fibre/EE

COMPANY-PENSIONER — Fri, 24 May 2024 19:55:52 GMT

@Ork1927wrote:
How do I put in a complaint about this as I cancelled the Full Fibre installation - tried again to get a contract on Fibre 2 instead of being stuck on the rolling contract at a higher price - was told it wasn't possible and now after waiting to ensure the full fibre order was cancelled - I've managed to do it online (at a not great, but better than the rolling contract price) after being told by 3 people that if I did it online it wouldn't go through at the order stage.
And it has - do I just have to ring up as the only other option on the website is to send a physical letter.

Hi there.

Official complaints link is : https://www.bt.com/help/contact-bt/complaints

A far better way to complain is to start at the top. Contact the CHAIRMAN or the CEO. Google what you require, it's all out there.
Email addresses posted on the community get deleted: against the community rules ?

Re: Contract Ending - Forced onto Full Fibre/EE

iniltous — Fri, 24 May 2024 20:20:03 GMT

The policy is if recontracting and FTTP is available, then you should use the FTTP network, some providers ( Plusnet ) were offering recontracting without using FTTP when available, but BT were not , so I wouldn’t be surprised if your recontract order without taking FTTP is subsequently cancelled .

if you don’t want FTTP , but you do want the cheaper price of being within contract and BT didn’t offer it ( without moving to FTTP ) you really have no cause for complaint, that’s your choice ……if you do mange to recontract at a cheaper price and remain on FTTC when FTTP is available , then what exactly is it that are you complaining about ?

Re: Contract Ending - Forced onto Full Fibre/EE

chrisjp — Fri, 24 May 2024 20:26:34 GMT

"Yeah I know they are seperate companies but they both come under BT. Coming under the same group they should still have good communication but they dont."

BT and EE say they are completely separate companies when it suits them to do so. However, if this was really true, they couldn't switch customers from BT to EE when customers seek to renew their BT contracts. But they do this all the time, sometimes not even making this clear to the customer.
And as soon as something goes wrong each blames the other.
BT "service" was never all that good, but this merger between BT and EE has made it appallingly bad

Re: Contract Ending - Forced onto Full Fibre/EE

ArtyVark — Sat, 25 May 2024 21:12:13 GMT

Tell me about it. I've reported this in the new upgrade offer thread but I tried to go from BT to EE the whole last week to be finally told on Friday. I can't.

They claim there has been some foul up and customers on BT Halo can not transfer to EE. Unfortunately I've got no real idea whether this is true.

"Yes we will ring you back when this has been sorted".

3 days later nothing. I can't be bothered trying again.

20+ years BT Customer.