This topic

broadband+hybridconnect renewal order messed up: how to fix?

casaschi — Thu, 17 Jul 2025 08:58:20 GMT

Hello,

My BT broadband contract was soon to expire and I received a renewal offer from BT that I decided to accept.

My BT service was a combination of the "Fiber 2" option (no full fiber option at my address) and Hybrid Connect.

The offer was supposed to simply renew the existing services for a small discount, no change whatsoever to the offer.

To my surprise, it seems BT decided to drop the Hybrid Connect add on. Today, on the morning of the renewal date, the hybrid connect device starts flashing red and I receive emails from BT asking me to return the Hybrid Connect device. The order tracking also shows that I need to return the Hybrid Connect kit.

I called BT this morning and I was put through a "BT guide", they must have been from sales though. They confirmed that Hybrid Connect was dropped from the service, but they could not do anything to fix it until the order is fully completed (not sure if the order would complete until I return the Hybrid Connect device); they could sell me immediately an upgrade to something that I don't need though. They went a long way explaining that it was my fault for the Hybrid Connect option to have been dropped during the order process, however I still have an order summary that shows the option added to the package as part of the order (see picture below of the order summary with personal details removed).

Clearly talking to BT and being handled by sales is not the way to fix the problem.

Anyone here that can put me in touch with someone in BT able to put Hybrid Connect back onto my account, preferably without having to return the current device and wait for a replacement to be shipped back?

My BT account username is the same email I used to register the account on the BT community, if anyone from BT cares to look into this.

Any advise how to convince BT to fix their mess and continuing pocketing few quid more from me for Hybrid Connect?

Thanks.

Re: broadband+hybridconnect renewal order messed up: how to fix?

imjolly — Thu, 17 Jul 2025 10:26:40 GMT

to get the hybrid connect you need to have added the Halo 3 or 3+ option and only the 3+ option gets the hybrid connect at setup whereas the Halo3 gets hybrid connected by request if broadband connection problem

https://www.bt.com/help/broadband/learn-about-broadband/bt-halo/what-is-bt-halo-and-how-can-i-get-it-

Re: broadband+hybridconnect renewal order messed up: how to fix?

casaschi — Thu, 17 Jul 2025 11:06:32 GMT

@imjolly my contract before the botched renewal had Hybrid Connect as standalone (without any of the other Halo stuff) for 7.55. The order details showing in the image I'm posting shows Hybrid Connect as an add-on to the renewal order.

I know I could get Hybrid Connect as part of Halo, but I do not need all of that. I just want to continue having Hybrid Connect as a standalone add-on, as shown by the order details.

If this is not offered by BT anymore, BT should have told me before the renewal.

Anyone I've spoken to BT so far tells me a different story, yours is yet another one. Nobody seems to have a clue how to fix my order, everyone's point seems like "the order is entered like this, so bad".

Anyone with a suggestion how to fix the botched order, or to whom I should talk to (please do not send me to BT sales)?

Re: broadband+hybridconnect renewal order messed up: how to fix?

licquorice — Thu, 17 Jul 2025 11:21:46 GMT

There is no other route, the mods here no longer have account access and everyone else are just customers.

Re: broadband+hybridconnect renewal order messed up: how to fix?

casaschi — Thu, 17 Jul 2025 11:32:37 GMT

@licquorice MODs used to be able to forward issues to someone with a clue. Is that not an option anymore?

I still see many recent cases where mods are sending private messages to discuss/escalate issues. In the past, this worked for me a lot better than calling the support line and discussing with someone suggesting that I'm the root cause of the problem and offering no fix 😞

See this for example: https://community.bt.com/t5/Bills-Packages/BT-confirmed-renewal-offer-then-rescinded-it/td-p/2438293

Re: broadband+hybridconnect renewal order messed up: how to fix?

licquorice — Thu, 17 Jul 2025 11:40:06 GMT

I'll flag your post and see what transpires.

Re: broadband+hybridconnect renewal order messed up: how to fix?

casaschi — Thu, 17 Jul 2025 11:44:00 GMT

@licquorice Thanks!

Re: broadband+hybridconnect renewal order messed up: how to fix?

Christopher_G — Thu, 17 Jul 2025 12:16:16 GMT

Hi @casaschi

I'm really sorry to hear of your experience with your order.

I know you've mentioned calling a couple of times, but do you know if a complaint has been raised by our Customer Support team? Once a complaint is opened on your account, it should be managed to a resolution.

Chris

Re: broadband+hybridconnect renewal order messed up: how to fix?

casaschi — Thu, 17 Jul 2025 12:29:12 GMT

@Christopher_G thanks, but raising a complaint is where things get very convoluted. On the same evening I did the order, I had an online chat with a BT representative that suggested for the order to complete and that the existing Hybrid Connect device should not stop working. When the device did stop working this morning I called first 03301234150, then switched to a web system, then told to call 03301231365 instead. This is where I talked to someone that introduced themselves as a "BT Guide" and concluded that it was my fault; they could not fix the order, suggested an "upgrade" to a different EE order.

So you tell me, did I open a complain with the correct people that are supposed to fix the issue? Or did I speak to the wrong people? How can I tell? On my online BT account, there's no fault for me to track.

I'm totally lost.

Re: broadband+hybridconnect renewal order messed up: how to fix?

Christopher_G — Thu, 17 Jul 2025 12:49:39 GMT

Thanks for explaining some more, @casaschi

Your posts got caught in our filters, so I've released your first reply onto the thread.

Although we don't have access to customer accounts here in the community, I can see if I can get someone to help you with this. I'll send you a private message to get a little more information from you. Please keep an eye out for it and reply to me there.

Thanks

Chris

Re: broadband+hybridconnect renewal order messed up: how to fix?

casaschi — Thu, 17 Jul 2025 12:50:46 GMT

@Christopher_G thanks!

Re: broadband+hybridconnect renewal order messed up: how to fix?

COMPANY-PENSIONER — Thu, 17 Jul 2025 18:09:45 GMT

@casaschiwrote:
@Christopher_G thanks, but raising a complaint is where things get very convoluted. On the same evening I did the order, I had an online chat with a BT representative that suggested for the order to complete and that the existing Hybrid Connect device should not stop working. When the device did stop working this morning I called first 03301234150, then switched to a web system, then told to call 03301231365 instead. This is where I talked to someone that introduced themselves as a "BT Guide" and concluded that it was my fault; they could not fix the order, suggested an "upgrade" to a different EE order.
So you tell me, did I open a complain with the correct people that are supposed to fix the issue? Or did I speak to the wrong people? How can I tell? On my online BT account, there's no fault for me to track.
I'm totally lost.

I had a similar renewal. I attempted to renew online, without human interaction and it all went pear-shaped.
Renew Existing; well, I had to accept a bump-up Call Package; because the current packge was not on offer.

Backtracking, I questioned my understanding of the English language. I decided on my requirements utilising the current BT Consumer Price Guide. Lists & Prices; but what's exactly on offer, none of it. It's all in the word 'GUIDE'. A guide is not a catalogue, it's a list, an indication that stuff exists and at a price. In real terms, it means that BT can use one or more items, cobble together deals, and sell 'em on to their customers, who think they have a choice, where there's none. Cynical, I know; but, the wordsmiths will have you over every time. Read twice, order once !

Re: broadband+hybridconnect renewal order messed up: how to fix?

casaschi — Fri, 18 Jul 2025 08:49:01 GMT

@COMPANY-PENSIONER how did you fix your renewal order?

Re: broadband+hybridconnect renewal order messed up: how to fix?

COMPANY-PENSIONER — Sat, 19 Jul 2025 11:01:44 GMT

@casaschiwrote:
@COMPANY-PENSIONER How did you fix your renewal order?

Hi CASASCHI
I let the problem stew for a couple of days, to see if it resolved itself, 'Order Closed' in MyBT, alas no.
I do appreciate that dealing with the pressure selling of BT staff, is intimidating. Waking up to find you've been bumped over to EE, can't be a pleasant experience.
Approaching 'out-of-contract-day' and realising I'd have to speak to a real person; I wrote my own script of what I required and what I wouldn't tolerate and when I'd terminate the interaction; subsequently emailing CEO ALLISON KIRBY. Yes, I've emailed CEO ALLISON KIRBY, in the past. The CEOs High Level Complaints Team didn't resolve my issue; but, wrote it off, as CLOSED, got a win, a positive stat there then. Ho-hum! Bearing in mind, at the previous 'renewal', when giving up on the 'pushy-operative' and asking to speak to his supervisor, he came back and informed me, the supervisor wouldn't speak to me. Asking for his name. he informed me he wouldn't divulge his name; because customers had turned up at his Call Centre offering physical violence. Winding-up customers to this level of intensity can't be a good look for BT ?
So, back to your question. Dousing myself in cold-water and keeping an air-conditioner on cold. With a huge amount of trepidation, I rang-up. A pleasant woman answered the call and we got down to the minutiae. It appears that, although I'd pushed all the correct 'Renew Existing' buttons / links, root & branch, I'd only upgraded the 'Call Package', an online glitch, not mine. While on the call, she invited me to renew the contract. So, with my phone in one hand and my device in both hands, (no, I don't have 3-hands; but, it would be handy, boom, boom) we got down to do the deed. After going through security, by confirming just about everything about me, including my email address: we got to the renewal.
I confirmed my requirement and she agreed. PROVE IT ! She sent me an email, with links to confirm / agree on the BT order handling soft software. Reading, I paged up and down a few times, looking for catches: did just what it says on the tin. I did query why I couldn't renew the Call Package 700-mnutes, she couldn't throw any light on this problem. I had to settle for the previously upgraded Call Package AnyTimeMinutes. So, the renew cost me £3'sh more, the difference between the call Packages. Annual Inflation Increases Apply !
BT is not easy to navigate or speak to; obviously training issues: this Community is testament to that.
BT will state that this Community complaints are tiny compared to the huge volume of satisfied customers.

STAND YOUR GROUND. BE WILLING TO HANG UP AND PURSUE A GENUINE PROBLEM THROUGH THE BT HIERARCHY INCLUDING THE COMMS OMBUDSMAN.

Re: broadband+hybridconnect renewal order messed up: how to fix?

chrisjp — Sat, 19 Jul 2025 17:31:43 GMT

It's good to see the Moderators trying to help but their powers to do so are now very limited.
Maybe I'm being too cynical, but it does seem that BT's contact systems are all designed to steer you away from anyone who can actually help with an issue and instead push you towards a sales agent whose only interest is upselling you and gaining a commission for doing so.
It really is about time BT stopped these predatory practices which are causing people to drop BT, and actually re-introduce proper customer service.