This topic

Retention team

thomas_h — Fri, 08 May 2026 16:30:27 GMT

Hi,

If your retention team can offer a deal to try to make me stay that beats what deals I can get with other providers, why not offer the same deal on your website in the renewal section of the account and make it simple for everybody and not having a retention team. I'm sick of these predatory practices so I've left without even hearing the deal he had to offer.

For reference I was paying £44 a month for broadband and the "best offer" of the renewal section of the website was also £44. I got the same contract somewhere else for £25.

Good bye all.

Re: Retention team

gg30340 — Fri, 08 May 2026 16:33:02 GMT

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: Retention team

thomas_h — Fri, 08 May 2026 16:38:33 GMT

Thanks for that info. I'll try and find another feedback form somewhere.

Re: Retention team

Kodikid — Fri, 08 May 2026 18:53:41 GMT

You act like this is unique to BT.

It's common practice with all isp's

This is not an airport so no need to announce your departure

Re: Retention team

thomas_h — Fri, 08 May 2026 20:19:49 GMT

Thanks mate I was just being polite. if my message bothered you you didn't have to reply.

Also because everyone does it doesn't make it right and if no one calls it out it won't stop.

Cheers.

Re: Retention team

Kodikid — Fri, 08 May 2026 20:55:44 GMT

If you want loyalty get a dog

If you want a good broadband deal shop around.

If you find a isp that doesn't hack it's prices up mid contract or wacks you over the head with silly prices come renewal time could you forgive my sceptical tone and enlighten me with the details of that mythical organisation.

Re: Retention team

Kimberlin — Sat, 09 May 2026 08:29:53 GMT

@thomas_h It’s pointless calling anything out, absolutely nothing will ever change relating to price increases no matter which ISP you go to. No point moaning, just do as you’ve done, switch, put up with 2 years of increases and switch again. It’s hardly a chore, once every two years, 10 minutes of your time. Let the folks who can’t be bothered to switch or renegotiate pay stupid amounts of money to fund the lower monthly prices the rest of us pay 👍

Re: Retention team

orozz — Sat, 09 May 2026 09:04:51 GMT

The MyBT renewals/upgrades section is just laziness…and you pay for it!

Demonstrate your willingness to switch isp and the deals will come… that’s business.

I’m very happy with my new BT FF900 price.

Re: Retention team

Kimberlin — Sat, 09 May 2026 09:22:40 GMT

@orozz One can demonstrate the actual desire to switch is real and Retentions undoubtedly will come back with a better offer, but it will still rarely if ever be the same as a brand new customer deal and you certainly won't get a Rewards Card of any significant amount to offset the overall cost. Of course this won't matter to many and they'll be just happy to get a few quid off a year. My ISP offered me 900mbps broadband for £1 a month less than my 500mbps, but that was still £9 a month more than a brand new customer would get with another ISP. Not only that, I don't need 900mbps and I'd argue the vast majority of customers probably don't need that sort of everyday speed anyway.

The whole thing is just a ridiculous merry go round year on year, higher paying customers subsidising social tariffs and discounts for new customers and then everyone paying to apparently reinvest into the network and of course deliver large dividends for shareholders and ex employee company pension schemes. It'll never change.

Re: Retention team

orozz — Sat, 09 May 2026 10:14:44 GMT

My FF900 retention deal is cheaper than any package on BT website today. My previous package was FF500+Halo 3

Re: Retention team

Kimberlin — Sat, 09 May 2026 10:37:32 GMT

@orozz But crucially, you're not saying how much your monthly payment is. Then we can see whether or not you're getting such a great deal compared to everyone else or indeed, compare the price with what other ISP's are offering for a similar package.

I'm paying £36.99 for 500mbps FTTP broadband only and that is expensive to what I could get with another ISP as a brand new customer, but I'm locked in for another 11 months until my 2 year contract is up. Then, it'll be time to switch, no speaking to Retentions, no mucking about haggling, just 10 minutes of my time using OTS and probably about 10 quid a month cheaper than I currently pay and a Rewards Card to spend.