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Question about broadband renewal offer

stw9873 — Thu, 22 Aug 2024 12:40:36 GMT

So my full fibre broadband with landline package expired a few days ago. I called BT to see what offers were available but wasn't happy with the prices. As a result, I decided to place an order with another provider. A few days after the order went through, i called BT again to see if they could budge, and this time I was offered the same package cost as before but with a substantial credit to cover the cost of landline.

I received an email from the BT agent confirming the offer of the credit and the contract summary.

The agent told me it's not possible to include the credit offer in the contract as the offer is from their manager. I was also told that it wouldn't be possible to receive the credit until after the 14 day cooling off period in case I cancelled the contract and kept the money.

So I just wanted to check if what the agent is saying is true? I'm worried that I won't get the credit amount for my package as its not mentioned in the contract. As mentioned I do have an email from the agent confirming the offer.

Re: Question about broadband renewal offer

imjolly — Thu, 22 Aug 2024 12:47:46 GMT

not sure what you mean here 'substantial credit to cover the cost of landline.'

you either have a package broadband only or broadband and phone the with phone package is anything for £2/5 more a month on PAYG

not heard of this credit but can understand why waiting until cooling off has expired

Re: Question about broadband renewal offer

TimCurtis — Thu, 22 Aug 2024 12:49:57 GMT

@stw9873

My experience recently is that I couldn't guarantee the validity of what you're being told.

However, on the positive side you do have it in a confirmed form so if it doesn't turn out to be true then you've been mis-sold and should be able to get compensation or leave without cost to you.

Re: Question about broadband renewal offer

stw9873 — Thu, 22 Aug 2024 16:19:26 GMT

Basically the landline is £12 a month for unlimited calls, and this is I would be billed each month alongside the monthly broadband price. The offer is £288 credit which is equivalent to 24months x £12 for the landline. So essentially, I am only paying for the cost of the broadband but still having anytime calls for the landline.

Re: Question about broadband renewal offer

imjolly — Thu, 22 Aug 2024 16:30:02 GMT

Never heard off that offer before. I would want that confirmed in email before agreeing

Re: Question about broadband renewal offer

chrisjp — Thu, 22 Aug 2024 20:07:27 GMT

It's an excellent offer and an unusual one. Unfortunately, from the experience of quite a few people on this forum, you cannot really believe anything that a BT sales agent tells you, or offers you. They have a history of offering anything to close a sale and then not standing by it. Still you do have an email confirming the offer, so this will help if you don't get the credit, but I'm still a bit sceptical that you'll actually get it!