This topic

Poor retention service

montgomery141172 — Thu, 25 Sep 2025 14:07:38 GMT

Is any one else having problems renewing a contract ? Seems BT/EE don’t care about retaining customers any longer .

my contract is ending in a few weeks and although planned to stay with BT and upgrade to 500mb broadband I looked around and seen Sky doing a deal for £29 a month plus a £80 voucher as a new customer …. Works out about £26 a month.

BT not only wouldn’t budge on their pricing they didn’t even listen to me and tried selling me 150mb ….

I’ve been with BT 20 years and have to say never had customer service as bad

Re: Poor retention service

WSH — Thu, 25 Sep 2025 14:33:46 GMT

I recently initiated a move to Sky because I couldn't get an even remotely sensible price from BT. That move subsequently went wrong because Sky couldn't organise a kiddies Christmas party. Interestingly, in the light of my attempted move my personal offers on myBT now showed some good deals, so I'm still with BT.

Re: Poor retention service

montgomery141172 — Thu, 25 Sep 2025 14:52:15 GMT

Already checked MY BT ….. no better and increases to over £40 within 16 months

Re: Poor retention service

WSH — Thu, 25 Sep 2025 14:54:08 GMT

Mine only improved after I'd initiated the move. (Read into that what you will).

Re: Poor retention service

Kimberlin — Thu, 25 Sep 2025 16:24:20 GMT

@montgomery141172

I had the same zero retention offers in MyBT account when my contract came to an end. Basically, if BT couldn’t be bothered to offer me a decent deal without me making an effort to call them, then I absolutely couldn’t be bothered to call them and negotiate and so I switched. It was only when I initiated the switch, BT retentions began bombarding me with calls which I couldn’t be bothered to respond to. At the end of the day, I got the deal I wanted with minimal fuss or inconvenience without speaking to anyone.

Re: Poor retention service

Kodikid — Thu, 25 Sep 2025 16:28:55 GMT

Same here..BT simply wouldn't budge over offering me 500mbps for £45.

Some of the comical offerings was in the £80 region

So I simply left and joined PN for 500mbps at £31 and a £150 gift voucher.

BT retentions couldn't be less interested in keeping my custom if they tried

Personally read too many horror stories from Sky and VM so they were never an option.

So in two years I will be that sacred being ( new customer) and will probably rejoin BT

Re: Poor retention service

Kimberlin — Thu, 25 Sep 2025 19:11:00 GMT

@Kodikid You mean you’ll be a new EE customer 😆

Re: Poor retention service

Kodikid — Thu, 25 Sep 2025 20:25:12 GMT

And miss out on the SH2 from BT in 2027..what sort of madness is this?

Re: Poor retention service

Kimberlin — Thu, 25 Sep 2025 20:30:24 GMT

@Kodikid I have a Homehub 5 in either BT or Plusnet guise sitting idle in my loft, would you like one?

Re: Poor retention service

WSH — Thu, 25 Sep 2025 20:52:30 GMT

Oh, I wouldn't part with that if I were you.

I cancelled EE TV. (That did move to Sky). Yesterday I get an email asking for the old DTRT2100 back and...wait for it...an HH5 I got back in May 2016. A chat with complaints this morning confirmed that in both cases it was optional to return them, but shows not to chuck anything away.

I've still got three HH5s, an A and two Bs. Still good little ac access points as well!

Re: Poor retention service

montgomery141172 — Thu, 25 Sep 2025 20:51:42 GMT

I’m heading to Sky …. I did speak to EE however same as BT plus more layers of sales

Re: Poor retention service

montgomery141172 — Thu, 25 Sep 2025 20:53:41 GMT

I can’t imagine I’ll lose sleep over a hub several years away

Re: Poor retention service

montgomery141172 — Thu, 25 Sep 2025 20:54:41 GMT

Nope … my loft is already full with crows

Re: Poor retention service

Kodikid — Thu, 25 Sep 2025 20:55:22 GMT

I've actually got the 5 and the original smart hub plus two wifi discs.

Not to mention 2 pro boxes one T400 and a T2000 youview pvr.

Was always active on the youview community and it was a sad day when they shut it down

Was a staunch advocate of youview right from it's inception around 2013.

Sadly no longer believe in pvr's.

Re: Poor retention service

Kodikid — Thu, 25 Sep 2025 20:58:52 GMT

Monty

That's nothing our neighbours solar panels is a giant pigeon nest

Re: Poor retention service

iniltous — Thu, 25 Sep 2025 21:04:30 GMT

Anything supplied after 2019 is loaned so needs to be returned , however as environmental disposal is a requirement for BT , it should not come as a surprise if kit provided before that date is asked to be returned (even if it’s not a contractual obligation) and TBH as it’s of no value, returning it for BT to deal with ,father than yourself storing it forever or disposing of it yourself, and given the return is cost free , sending it to BT doesn’t seem much of a imposition, I returned a router and BTTV box when it weren’t strictly necessary , otherwise chances are they would still be gathering dust in a cupboard

Re: Poor retention service

WSH — Thu, 25 Sep 2025 22:08:53 GMT

Just for the record, while a true story, I was being somewhat tongue-in-cheek there.