This topic

Trying to renew contract- BT are a disgrace

Graham71 — Wed, 12 Feb 2025 14:23:18 GMT

My contract is up for renewal shortly and I rang retentions to see if I could get a better deal. I made it crystal clear I wanted to keep every as I have now but at a reduced price.

To cut a long story short, they agreed to a £5 reduction which I accepted.

However the contract details have arrived a I have lost a lot of my benefits as follows:

" Sorry you won't get the following benefits because you have changed your broadband. You will lose the following:

Home tech expert

Keep connected promise

Mobile data boost

And you won't get broadband back up with unlimited data if your broadband stops working."

I never agreed to this so I rang back and told them to cancel this and I will revert back to my original contract and let it roll over. They said they would do this but I have no confidence in BT.

I am really concerned now that I will lose my service. Can anyone give me any practical advice as what to do?

I am really disgusted with BT. I made it absolutely clear I wanted everything the same yet they do this to me and I really don't want the hassle of trying to sort this out.

As I say any advice would be appreciated

Re: Trying to renew contract- BT are a disgrace

licquorice — Wed, 12 Feb 2025 14:29:11 GMT

Amazing, virtually everyone else posting on this forum have been trying to do what you have done and get rid of Halo3 and have been unable to do so.

Re: Trying to renew contract- BT are a disgrace

chrisjp — Wed, 12 Feb 2025 19:52:16 GMT

These 4 things you'll no longer get are part of the Halo deal and actually are pretty inconsequential.
The 4th one looks to be more value, but the backup is they send you router which accesses the BT/EE mobile network and provides a WiFi signal. However, there have been a number of reports from posters on this Forum that say this is often very slow and not much use.
If you have a mobile phone you're probably better off switching on its mobile WiFi hotspot and using that for your internet connection if you lose broadband

Re: Trying to renew contract- BT are a disgrace

simonali — Fri, 14 Feb 2025 04:34:34 GMT

BT are an awful company and the blending with EE has made them all the worse. When I renewed my broadband contract I got a loyalty discount only to find that the price they quoted me on the phone didn't include the line rental, so it actually worked out I was paying more than before.

I had been upsold to Halo 3 and got the EE back up router with the new package. I never found a single place in the house where it would work so it's still in the box.They also got very aggressive about me posting back an old router.

I was also assured that my property would be upgraded to full fibre in the next 6-12 months. That was 18 months ago.

BT also persuaded me to "upgrade" my BT Mobile phone to EE at the same time. I lasted about 3 hours as as soon as I stuck the SIM card in my phone I started getting ads sent to it by SMS. I immediately cancelled the new contract but got charged for two months for those 3 hours!

Broadband contract is up in July and BT/EE won't be getting my money.

Venting on here as making an actual complaint is both a pointless and immensely frustrating experience. They don't care!

Re: Trying to renew contract- BT are a disgrace

Christopher_G — Sat, 15 Feb 2025 08:28:25 GMT

Hi @simonali

I'm sorry to hear that you're not happy with your service. I understand you were posting to vent your frustration, but I would recommend making a complaint. This will be logged against your account and go through our complaints procedure.

Chris

Re: Trying to renew contract- BT are a disgrace

Graham71 — Sat, 15 Feb 2025 09:53:50 GMT

Thanks Chris, I will do that.

I asked them to revert back to my original contract as I was within the 14 day cancelation period. They still haven't done that and It's frustrating having to keep talking to different people and going through all the issues again.

Re: Trying to renew contract- BT are a disgrace

SouthWest1 — Sat, 15 Feb 2025 12:53:19 GMT

I had Halo3 and with the contract coming to an end decided I did not need the extras and Fibre 2 at £15/month less was the way forward.

It took a lot of calls to sort along with moving to Digital Voice at the same time. The system didn't allow a renewal at a lower price so had to be a manual order.

Re: Trying to renew contract- BT are a disgrace

Graham71 — Wed, 19 Feb 2025 09:56:07 GMT

Chris

Not sure if you can point me in the right direction but this morning I have been told that to stay on the same package I have previously had they want an addition cost of £40 per month taking me up to over £90. They say they can't do anything else.

I just don't know what to do because speaking to people just makes the situation worse. Ant advice?

Re: Trying to renew contract- BT are a disgrace

Graham71 — Wed, 19 Feb 2025 10:55:53 GMT

Just to say everything is now sorted- I hope- I spoke to a very knowledgeable guy in Belfast who managed to sort everything out.

But why should it be so difficult? I spoke to numerous people who all told me a different story and I have spent hours being given the run around. BT should and must be better than this.

Credit to the guys in Belfast who were brilliant.

Re: Trying to renew contract- BT are a disgrace

oldrunner — Wed, 19 Feb 2025 10:59:45 GMT

Why does your complaint procedure not have an online option?
It's phone or write in?

Re: Trying to renew contract- BT are a disgrace

gg30340 — Wed, 19 Feb 2025 11:26:01 GMT

@oldrunner wrote:
Why does your complaint procedure not have an online option?
It's phone or write in?

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

Re: Trying to renew contract- BT are a disgrace

zulu17 — Wed, 19 Feb 2025 12:00:07 GMT

@oldrunner Hi

BT complaints code is

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

That provides the various ways to make a complaint.

Other options are specified in the code but they may not be a fast or as responsive as the options that BT tend to encourage you to use.

Re: Trying to renew contract- BT are a disgrace

oldrunner — Wed, 19 Feb 2025 12:09:38 GMT

I got that but response was to the moderator comment

Re: Trying to renew contract- BT are a disgrace

Kodikid — Wed, 19 Feb 2025 12:50:05 GMT

Sorry just don't get it. If you're unhappy vote with your feet. Most isp's if not all use openreach exactly like BT do.

Why do people still think loyalty counts?

Re: Trying to renew contract- BT are a disgrace

gspearson — Wed, 19 Feb 2025 18:00:13 GMT

Not quite. My neighbours have CityFibre (not sure which provider) and others have Virgin. OR has no plans to lay fibre. So when I venture to leave BT in 11 months, at end of contract, it will be to Zen on CF. It is a street of large Victorian houses, and putting in fibre would be doddle. Every other street has it, but now CF is here and efficient....

Re: Trying to renew contract- BT are a disgrace

Anonymous — Thu, 20 Feb 2025 10:53:28 GMT

@gspearsonwrote:

"So when I venture to leave BT in 11 months, at end of contract, it will be to Zen on CF"

Good choice - that's where I am now!

Re: Trying to renew contract- BT are a disgrace

gspearson — Thu, 20 Feb 2025 11:02:31 GMT

When my neighbours had their CityFibre installed , across a garden and through a stone wall of the house about 50cm thick, I was able to get the installers to give an idea of how they would route mine. We agreed it would go through a cast iron vent into the 2m void under the house and come up in a room at the back. I offered to do the underfloor crawl but they said they would be happy to do it. Perhaps I'm gullible, but I think they were genuine. 11 months to go!