This topic

Stop retention calls

ptd006 — Thu, 06 Mar 2025 14:24:31 GMT

I have been a FTTP customer for 4 years but initiated a switch to Sky earlier this week and since then have had many calls from 01438382072 (StepChange outsourcing), which Google/BT website says is BT retentions partner. They never leave a message and actually hang up if I answer.

BT/EE had many opportunities to give me a good offer /before/ I went to the trouble of signing up with Sky. I am still in the Sky cooling off period but it would obviously taken an unbelievable offer from BT to retain me now. At this point the calls are simply harassment.

They call on both my mobile and landline. I never give out the latter as I don't use it so I am sure it is BT who passed on my details. Not sure where I agreed to this.

I will block the number but I decided to post hoping that somehow the message filters back to a BT human: if you want to keep customers just give them competitive offers when they get to end of their contract. It's not rocket science. Don't harass them after they've already signed up with another company. Simple.

Re: Stop retention calls

Peter_W — Fri, 07 Mar 2025 18:17:38 GMT

Hi @ptd006.

Welcome to the BT Community Forums.

Whilst we do want to make sure you know about all of our options when you're switching over to another provider, we'd not want you to find this a nuisance.

It seems odd that you're not getting a reply when picking up too.

So you can be sure that you don't experience similar again in the future, you can head to our privacy pages and request that your details are excluded from any future campaigns.
Peter

Re: Stop retention calls

ptd006 — Fri, 07 Mar 2025 20:58:07 GMT

Thank you Peter for the helpful reply. With reflection my post was a bit ranty, sorry!

Re: Stop retention calls

Kimberlin — Thu, 10 Apr 2025 18:14:31 GMT

I'd like to add to this. I too had been with BT for 4 years following a move into a new build property which at the time, I only had the option of BT FTTP. I'd been more than happy with the service but, as always with the telecoms providers, the annual increases eventually became too much. I did phone BT myself at the end of my initial two year contract to negotiate a better deal, but it was hard work. This time, I was not in the mood to haggle and so the day after my BT contract finished, I switched to Plusnet. There's now't like a new customer deal!

So, the day I initiated the switch, within 3 hours, I started receiving missed calls from what at the time, was an unkown number. I'm on Silence Unknown Callers 24/7, quite simply, I'll never answer the phone unless you're in my contacts list. I then carried out a search on the number and from what I subsequently read, it appeared to come from a BT retention team. The worst bit about it is, they phone you and then can't be bothered to even leave a message, so I sympathise completely with those folks who also state that the phone either goes dead or they are hung up on. I've now blocked the number permanently as I consider the calls a complete nusiance especially as my mobile number is registered with the Telephone Preference Service and as far as I'm aware, telemarketeers aren't supposed to call anyway.

https://who-called.co.uk/Number/01438382072

Re: Stop retention calls

ScarletP — Thu, 10 Apr 2025 18:45:34 GMT

Shows that BT are rapidly becoming a bunch of desperate clowns.

I shall leave a suitable answerphone message on my machine when I leave than.

Re: Stop retention calls

licquorice — Thu, 10 Apr 2025 18:49:59 GMT

That should give them a laugh.

Re: Stop retention calls

ptd006 — Thu, 10 Apr 2025 18:59:01 GMT

Hi Kimberlin, wow I remember the frustration!

I too was happy with the BT service. I WFH so reliable internet is important.

I would have gladly stayed to avoid the time and hassle of switching supplier (sending the BT router back, changing new router password etc.. it all adds up). All BT had to do was give me a semi-competitive offer, didn't even need to match Sky.

Hope you get on fine with Plusnet. I think they are actually a BT brand so hopefully you'll still get good service.

FWIW I am happy so far with Sky. WiFi router is slightly better. Latency comparable to BT. No outages that I've noticed. I took the TopCashBack offer and effectively (incl. mobile) I'm paying around half what my BT bill would have been following the 31st March price rise.

Edit: I do realise that good service is worth paying for. BT staff (including moderators of these forums :)) individually are great. I just think that as organisation they could value existing customers more. I expect Sky will be the same. Maybe I'll switch back to BT at that point 😄

Re: Stop retention calls

Kimberlin — Thu, 10 Apr 2025 19:08:39 GMT

Thanks ptd006

I've flip flopped between BT and Plusnet for years, never had any issues with either and been very happy with both. My gripe along with so many, are the absurb increases whereby eventually, any reasonable sane person would seek out a better deal. This whole retentions business is an utter joke in my worthless opinion.

I now await the bag to return my completely unopened BT Hub, still sellophane intact 4 years on. I use my own router, a TP-Link GX90. I think I have 3 ISP routers in the loft that never saw the light of day. I didn't want the Plusnet router, but they sent me one anyway because I couldn't see an option anywhere to decline it on signing up. Such a waste.

Anyway, in my case, there's absolutely no difference in service between BT and Plusnet except there's no ipv6 with Plusnet, otherwise all is well.

Re: Stop retention calls

ArtyVark — Wed, 13 Aug 2025 09:27:38 GMT

Sorry for resurrection but just needed to add after being a BT customer for 20+ years and all the issues I've had in the past year BT gave me a get out of jail pay no termination fees excuse to change to Sky. I've slashed 25% off my bill and within 2-3 hrs I am getting calls from 01438 382072.

I have no sympathy for you BT 🙂

Re: Stop retention calls

Kimberlin — Wed, 13 Aug 2025 12:01:29 GMT

@ArtyVark

Yes, that’s the same number that called my mobile multiple times without so much as leaving a message eventually giving me no option but to block their number.

The thing is, my number is registered with the Telephone Preference Service and legitimate companies are meant to screen calling lists to prevent them from telemarketing calls. There will be some who will say that by virtue of having been a customer, I had effectively given the clowns behind that number the right to call me. What I didn’t give them permission to do, was to call multiple times without leaving any form of message about their business was for calling me. From a personal perspective, I found it nothing less than borderline harassment.

Re: Stop retention calls

ptd006 — Wed, 13 Aug 2025 12:15:36 GMT

Does feel weird BT contact you /after/ you initiate the switch. You've already spent time on a price comparison site, filling in forms for new supplier, handing over your payment details etc by then.

I realise people can potentially cancel the switch within cooling off period (14 days?) but can't imagine many people doing that in reality.

Cynically I guess it is more BT flogging off departing customers' data (to wring any residual value out) rather than genuinely wanting to offer a competitive deal to stay.

Re: Stop retention calls

Kimberlin — Wed, 13 Aug 2025 12:38:00 GMT

@ptd006

You make a good point about flogging off customer data, especially if it isn’t BT actually attempting to make contact rather an outsourcing company attempting to coax departing customers with some sort of deal.

i too had already looked at the options provided by other ISP’s and the deal I opted for suited me better than a continuance with BT, especially the Reward card for switching.

I get it, many customers prefer to stay with BT and that’s ok if they’re getting great service AND value for money. I suspect many customers though stay with BT because of loyalty or they’re scared witless that they’ll lose service, or the switch will go wrong etc. I personally have no such worries. What I don’t want personally, is aggressive sales telemarketing.

Re: Stop retention calls

WSH — Wed, 13 Aug 2025 15:05:11 GMT

I've no intention of blocking the number. I don't know the relationship to BT phone line-wise, but I suspect that every time it connects to my answerphone they get charged for the call connecting, even if they don't leave a message. I'm quite happy to let them get on with it as they've cost me enough money in recent years.

Re: Stop retention calls

Anonymous — Tue, 18 Nov 2025 11:35:33 GMT

I’ve already giving notice to BT and switching to Sky broadband at end of November.

My BT landline received a call from this number this morning.

as I’m subscribed to BT call protect the laughable thing is that BT shows the Called Id as “Nuisance”
which means BT believes this number is a scam call.😀

Happy with BT service but their prices are over double what I will pay with Sky for 2 years.

Re: Stop retention calls

Anonymous — Tue, 18 Nov 2025 12:17:28 GMT

Update.

I called the BT Retention number. I told them the Sky offer PM.
The offer for me is £4.99 PM extra to stay for two years.
The price will increase £4 in March 2026 and again £4 in March 2027.

That's a big discount from BT considering they were double PM what Sky are offering me.

They also offered me for £6.99PM extra, a £75 BT gift card.
So, for the extra £2pm over 24 months is £48 £75-£48 = £27 gain.

Said, I'll think about it.

Overall, Sky is saving me nearly £60 PY equals £120 for two years.
Downside is:
Connect up router & Setp WiFi password
Check digital voice works (internet calls) and deal with
Sky Talk Shield

Michael

Re: Stop retention calls

steve67 — Wed, 15 Apr 2026 11:06:03 GMT

Why does BT continue with this. 27 years I've been with BT but 10% plus annual rises across the board is taking the michael. Now I'm being bombarded with phone calls. 14 in the last 2 days is extraordinary

Re: Stop retention calls

Kimberlin — Wed, 15 Apr 2026 11:24:02 GMT

@steve67 Just block the number, job done 🤷‍♂️

Re: Stop retention calls

steve67 — Wed, 15 Apr 2026 11:46:46 GMT

Done that now. Just ridiculous persistence from BT. It would be understandable if BT phoned to try and retain custom, but this...................