This topic

Why can’t I get the new customer price as an existing customer

hannahp21 — Wed, 15 Jan 2025 14:26:19 GMT

My 900 halo 3 + is ending and I’ve phoned up customer services and was told the comparative package that is available online with a cheaper price is only for new customers. What is the point of being a loyal customer. I wish it was simple to complain. I want to stay on bt but with a cheaper price as I don’t see the point in moving over to ee broadband to basically pay more and not even have the same type of package.

Re: Why can’t I get the new customer price as an existing customer

Keith_Beddoe — Wed, 15 Jan 2025 14:30:36 GMT

@hannahp21

If the out-of-contract price is less or equal to what BT or EE are offering, then just carry on as a rolling monthly basis. Just because a contract ends, you will not be disconnected, and you will keep things as they are.

Re: Why can’t I get the new customer price as an existing customer

hannahp21 — Wed, 15 Jan 2025 20:02:09 GMT

I understand what the options are but my query is why new customers are being offered the same package that I have for £15 cheaper than existing customers.

Re: Why can’t I get the new customer price as an existing customer

Keith_Beddoe — Wed, 15 Jan 2025 20:37:39 GMT

Only BT know the answer to that.

Re: Why can’t I get the new customer price as an existing customer

Crimliar — Wed, 15 Jan 2025 21:06:29 GMT

Vodafone is doing the same thing, which is why I'm currently a BT customer. And with the price BT wants to charge me to remain a customer, why will I probably leave when my contract is up? Almost all suppliers do it, and you'll either have to negotiate a personal discount, or change suppliers!

Re: Why can’t I get the new customer price as an existing customer

WSH — Wed, 15 Jan 2025 21:43:35 GMT

…because they know they don’t need to encourage existing customers to stay. They know most of them will moan but pay up because they are be too lazy to leave. (No offense meant to anybody).

Just as people had to start changing car insurance provider every year and that industry finally got the message, customers will need to start moving every contract if they want a good deal.

And it’s not just ISPs. Whoever coined the expression “rip-off Britain” had it down to a tee.

Re: Why can’t I get the new customer price as an existing customer

chrisjp — Wed, 15 Jan 2025 23:07:41 GMT

"My 900 halo 3 + is ending and I’ve phoned up customer services and was told the comparative package that is available online with a cheaper price is only for new customers."

This comment by a telephone agent exposes BT's claim that "existing customers will never pay more than new ones" as a downright lie. They get round this by "upgrading" existing customers to Halo deals, while offering new customers much cheaper non-Halo deals. Then they make it EXTREMELY difficult, if not impossible, for existing customers to downgrade from their Halo deals.
Disgraceful behaviour but, as another person has commented, all the ISPs now employ similar tactics.

Re: Why can’t I get the new customer price as an existing customer

ney — Thu, 16 Jan 2025 07:29:22 GMT

Yes most customers will not leave as the dont want the hassle of moving to another company.

The now Sky are offering existing customers a similar deal to what new customers are being offered depending on package.

With most companies it all depends who you get in the phone or online chat when you are renewing your contract.

Re: Why can’t I get the new customer price as an existing customer

iniltous — Thu, 16 Jan 2025 09:36:03 GMT

Perhaps the OP can state what their renewal price is and what the new customer price is for the same products they have ,

FWIW , if I look as a new customer Halo3+ isn’t even an option to buy ( so makes me wonder how the OP has managed to compare a new customer price if Halo 3+ isn’t sold anymore ) , of course it’s possible that different areas have different offers , but if I bundle the main benefits of Halo3+ that is Complete WiFi and Hybrid connect with 900Mb ( so not an exact comparison as Halo 3+ as more benefits that just those 2 additional items ) , the new customer price is £62.54 ( that’s without a phone service ) ,

TBH without any information regarding the price the OP is asked to pay and what they are comparing that to , how can anyone either agree or disagree with them ? , it may well be the case that they are being asked to renew at a higher price than a new customer but we have nothing to base an opinion on .

Re: Why can’t I get the new customer price as an existing customer

HHGTTG — Thu, 16 Jan 2025 11:18:11 GMT

It was ever thus and you should know this by now as it has been the policy of BT for decades.

Re: Why can’t I get the new customer price as an existing customer

Jameel46 — Sat, 18 Jan 2025 22:25:08 GMT

Unfortunately this is how it has worked with all providers for as long as I can remember. Prices for existing customers slowly go up while they try to attract new customers with cheaper deals. It's a bit of a hassle to keep changing, which is why a lot of people just accept it and stay with their provider, but it's the only way to avoid price increases for being an existing customer.