This topic

Offers made on phone not honoured

FairyE — Tue, 25 Aug 2026 11:14:33 GMT

A few months ago I called to discuss changing my account due to cost. We agreed a new price but when I got the contract I found that they hadn't actually reduced the price of my existing service they had in fact taken off some of my service resulting in a lower price. When I phoned to complain the staff member wanted to discuss signing me up for a mobile and when I refused he just kept putting me on hold them coming back and continuing to discuss mobiles saying that that was his job. Yesterday I called again to discuss upgrading my package and was quoted various prices. I asked for them to be put in writing but the woman said she couldn't do that. She called me back today for the decision and sign up and gave me a different price today for the phone she quoted for yesterday. It just feels like dealing with absolute scammers rather than a trustworthy brand. I've not signed up yet and I'm absolutely furious. Is the way they operate legal?

Re: Offers made on phone not honoured

imjolly — Tue, 25 Aug 2026 11:20:46 GMT

if you just phone the normal CS number 03301234150 then try phoning retentions 08007831401 and see if you can get better deal are you trying to change your package mid contract?

Re: Offers made on phone not honoured

Kimberlin — Tue, 25 Aug 2026 11:53:26 GMT

@FairyE If you take the time to read through the forum, complaints about the way Customer Service operate, appear to be a fairly common theme. This is why I never bother speaking to Customer Service or Retentions. It’s often easier to just switch rather than listen to someone on the other end of a line spouting a sales pitch which may or may not be honoured.

Re: Offers made on phone not honoured

FairyE — Tue, 25 Aug 2026 13:00:23 GMT

No my BB contract expired a while ago so I was trying to get a better deal to includeobike phones.