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BT broadband upgrade crashes - "connection was reset"

JamesD76 — Thu, 06 Mar 2025 13:29:10 GMT

Hello, I am out of contract now (Fibre 900 + Halo 3), and want to change my package to be cheaper.

I saw there was the Fibre 900 for 36.99, so thought I would change to that. However when attempting to do anything related to broadband upgrades on the BT website, the page it attempts to load just says "Site can't be reached - connection was reset". Any idea how to get around this please?

I've tried accessing it in different ways, from the deals pages, and from being logged in and choosing Upgrade.

I telephoned BT, but the same package is £5 higher and so would not do this out of principle.

Thanks in advance for any help.

Re: BT broadband upgrade crashes - "connection was reset"

imjolly — Thu, 06 Mar 2025 14:49:11 GMT

@JamesD76

I saw that offer for £36.99 but it has finished start of march so now £40.99 without halo3

from other forum posts it is very difficult to drop halo 3 from your package and you are going to need to phone and negotiate a new contract try retentions 08007831401 and then head for cancellations and see what you can negotiate make sure you know what other ISPs are offering for the same package

Re: BT broadband upgrade crashes - "connection was reset"

chrisjp — Thu, 06 Mar 2025 16:20:28 GMT

I think you've hit the BT policy of making it almost impossible for any customer on a Halo deal to downgrade to a cheaper deal.
Halo was introduced by BT to enable them to charge existing customers more than new ones, while claiming that "they'll never charge existing customers more than new ones". This is only true if new customers unwisely sign up for a Halo deal.
I think a few existing customers have managed to get a downgrade, but only by phoning the BT Retentions team, being very persistent and threatening to cancel. It can't be done online.
In my view, this sort of sharp practice stinks, but I'm afraid that's where BT is these days.

Re: BT broadband upgrade crashes - "connection was reset"

JamesD76 — Thu, 06 Mar 2025 16:49:47 GMT

Thank you for your reply and help.
You're right, I can see its £36.99 on one page, but then everywhere else its £40.99.
I contacted the cancellation team as you suggested (thanks for the phone number) and managed to change my package and remove Halo.

Re: BT broadband upgrade crashes - "connection was reset"

JamesD76 — Thu, 06 Mar 2025 16:50:25 GMT