Upgrade to Superfast Fibre Plus for no extra monthly charge

[Greybags]

Recieved this great letter from BT this morning, Upgrade to Superfast Fibre Plus for No Extra Monthly Charge, but when you open it, apparently its another £8.50 per month extra charge.

Ring the number on the letter, and they haven't heard of it, and tell me there is no such deal, and advise me to ring Customer Support who also tell me there is no such deal..

Well if there is no such deal, why have I got a letter telling me there is on the envelope.. 

Whats going on here, surely this is some form of false advertising, anyone else received one????

[Kazzablanca]

I have now received a number of these letters yet when I open them they tell me that to get the above I need to pay  £4 extra a month plus £9.99 delivery for the hub? Is this not blatant misleading re advertising?

Then they want to entice me into complete wi-fi for an additional cost.

I think that this is totally unacceptable mail spam. I have now used thi slink to prevent further abuse:

Use this form https://www.bt.com/consumer/edw/privacypolicy/marketingpermission/bt/#/

What is more galling is that they not only use my BTID but also my account number in the letter. No wonder there is so much phishing going on surely, a truncated  version of my account number and BTID would suffice. Surely it would be common sense not to include so much detail.

Anyone else had this mail shot. Am I overreacting?

Cheers

[emmaejc23]

I got one of those as well today, but mine is only £3.00 extra per month despite stating on the envelope that there is no extra monthly cost.

[gg30340]

Perhaps it is just a typo and what BT meant to say was there is "no extra monthly cost to BT", and they just forgot to put in the bit that they will charge you an additional £3.00 etc just to enhance their profits. 🤔

[NeilO · Accepted solution]

Hi Everyone, 

I’m really sorry for the confusion, there was a mistake when preparing letters for some of our customers. If you have received this letter and would like to discuss it further can you please give our Value Team a call on 0800 800 150 and they can provide the offer at no extra monthly cost.

Thanks

Neil

[Cliff]

I received the identical letter,free on the envelope & £3.00 extra in the letter.Also included my full I.D. & account number.I don't think that you are over reacting.

The same £3.00 offer has been there when i login to mybt.

[Dr1]

Just contacted your loyalty team who know nothing about the offer and anything about honouring the no extra cost on the envelope totally pointless exercise contacting them The whole thing is totally misleading told I should contact your marketing department how do I do that?

[StewM]

This is really, really poor from BT. If someone has made a mistake then in needs to be rectified quickly and smoothly, not giving your customers the run around.

Stew

[imjolly]

@NeilO  looks like loyalty team have not got the message about honouring the free upgrade

[gg30340]

I wonder if the day will ever come when BT run a promotion that actual does what it says and works without all the usual problems and hassles that BT customers have to put up with in order to benefit from the promotion.