https://community.bt.com/t5/Bills-Packages/Renew-Broadband-online-Question-problem/m-p/2464437#M182783 <P>I’ve had FTTP fitted and been offered an upgrade but when I click through online to renew I get 2 multi choice questions to answer before I can proceed…. The first is…</P><P>Are you in the process of moving to this address?</P><P>I select</P><P>I live here and I am or have consent from the bill payer.</P><P>Here’s the problem…</P><P>The second question is…</P><P>Do you have existing service at this address that you’d like to switch to us?</P><P>And the 3 options don’t fit my answer as they are aimed as if you are switching broadband providers or moving to this address or setting up a new broadband service!</P><P>Any suggestions or do I have to call BT to renew?</P><P>&nbsp;</P> Sun, 14 Jun 2026 21:49:50 GMT Tony680229 2026-06-14T21:49:50Z https://community.bt.com/t5/Bills-Packages/Renew-Broadband-online-Question-problem/m-p/2464437#M182783 <P>I’ve had FTTP fitted and been offered an upgrade but when I click through online to renew I get 2 multi choice questions to answer before I can proceed…. The first is…</P><P>Are you in the process of moving to this address?</P><P>I select</P><P>I live here and I am or have consent from the bill payer.</P><P>Here’s the problem…</P><P>The second question is…</P><P>Do you have existing service at this address that you’d like to switch to us?</P><P>And the 3 options don’t fit my answer as they are aimed as if you are switching broadband providers or moving to this address or setting up a new broadband service!</P><P>Any suggestions or do I have to call BT to renew?</P><P>&nbsp;</P> Sun, 14 Jun 2026 21:49:50 GMT https://community.bt.com/t5/Bills-Packages/Renew-Broadband-online-Question-problem/m-p/2464437#M182783 Tony680229 2026-06-14T21:49:50Z https://community.bt.com/t5/Bills-Packages/Renew-Broadband-online-Question-problem/m-p/2464442#M182784 <P>I would suggest you phone retentions and see what deal you can negotiate to stay making sure you know what BT are offering new customers and also what is on offer elsewhere 08007831401</P> Mon, 15 Jun 2026 06:59:08 GMT https://community.bt.com/t5/Bills-Packages/Renew-Broadband-online-Question-problem/m-p/2464442#M182784 imjolly 2026-06-15T06:59:08Z https://community.bt.com/t5/Bills-Packages/Renew-Broadband-online-Question-problem/m-p/2464447#M182785 <P>Are you sure it's a renewal? That sounds very much like the questions for a new account</P> Mon, 15 Jun 2026 07:30:10 GMT https://community.bt.com/t5/Bills-Packages/Renew-Broadband-online-Question-problem/m-p/2464447#M182785 garybs29 2026-06-15T07:30:10Z