offer "just for you"

[kervoas]

Long story re. digital voice "by the end of January" (still waiting) but the latest needs a solution.

Still on copper broadband and phone line. Broadband is just about OK for basic internet and TV but drops out from time to time. Checked my account, offers, got "your current package":

Copper technology £43.00 crossed out with £29.99 monthly for 24 months. Says I was paying £43, now paying £29.99. I thought this reduction might be intended to reflect the old and outdated landline referred to in the digital voice letters from BT.

Not so - checked next month's bill - still £43. Clicked on renew and save, package not available.

Called BT guide, 10 minutes, gave details, another 10 minutes, sorry can't do that offer. Was offered EE mobile broadband for more money based on postcode, but 4g signal at home is inadequate.

I feel like insisting that BT honour the offer they have sent me. 

[imjolly]

there is no difference in package costs whether on adsl/vdsl or FTTP 

[kervoas]

That isn't a very helpful solution. The details of my account have generated an offer from BT which isn't available. I have been told many times by BT that my landline is old and outdated, the promised upgrade by the end of January hasn't been provided, so a reduction in my monthly charge seems like a reasonable interim measure.

[Kimberlin]

@kervoas  You may not find my suggestion very helpful, but I’m guessing that if you contacted BT and suggested that you be migrated to EE, you might get a quicker resolution and possibly you’ll get a cheaper package. A BT call centre employee will undoubtedly steer you in the EE direction as there appears to be an ongoing unofficial migration of BT residential customers to the EE brand for those exploring renewals.

[Katie_B]

Hi @kervoas. 

Thanks for coming here. 

To get your offer looked into I would recommend giving us a call and speaking with our customer care team. 

With account access they are in the best position to help further. 

Katie

[iniltous]

The offer wasn’t connected in anyway to conversion to Digital Voice  as pointed out that’s the same price regardless of ADSL , FTTC or FTTP ,.

You don’t say what broadband profile speed you are on so the figures you post can’t be judged as good bad or indifferent, FWIW , with BT  £30 is a good price for F2 ( 80Mb ) broadband.

When I was relatively recently sent an ‘offer’ the headline price looked good in that it reflected a price very similar to 2 years earlier (so without what was then 2x £3 annual increases )but it didn’t include telephony , something I am prepared to pay a little for (£3) to maintain the phone number I’ve had a very long time , TBH , so infrequently used probably to be dispensed with at the next renewal .

It appears you didn’t recontract, and for some unfathomable reason think this reduction from £43 to £29.99 is automatic and a gift  linked to getting DV , it isn’t , if you haven’t re-contracted you continue to pay what you currently pay , so looking at next months bill it’s a little odd to expect the lower amount to be shown , in effect nothing has changed  contractually if you haven’t renewed your arrangement with BT so why would the price ….if you did renew , you get a contact sent with confirmation of the price , regardless of the estimated next month bill .

[kervoas]

As I said, I did that and was told the offer is not available.

[kervoas]

Thanks for your time on this.

Broadband download speed is around 10, upload less than 1. Drop outs are not infrequent.

Re. the "automatic gift" the headline of the offer reads "your Current Package" with the £43 lined through and £29.99 below, with the popup message "you were paying £43, now you only have to pay £29.99". 

That's why I looked at next month's bill and was disappointed to find that I still have to pay £43. 

[Michael_D · Accepted solution]

Hi @kervoas 

I would recommend giving our guides another call as @Katie_B mentioned, so they can look into this further with access to your account.

If you are not satisfied with what they say, you can request to open a complaint and escalate this to a manager.

Michael