bt renew contract without my knowledge

[michaelgil]

has anyone ever had bt renew a contract without informing you? 

i had a hub 5 with 350mbps when i first started with bt. a few weeks ago i seen an advert for bt so thought i would check if i could get a better price. when i checked i noticed that they had dropped me down to 250mbps and i was supposed to have a halo hub. first i heard of a halo hub was when i logged in. i still have the hub 5 as they never sent me a halo hub which i didnt sign up for anyway. so they were charging me the same price for less speed. 

i talked to bt about this and they said first of all theyve never done a 350mbps package but i know they did because thats what i signed up for then they said they cant check back that far because they dont have the records. 

surely they would of had to send out a new contract? 

[-Richie-]

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@michaelgilwrote:

has anyone ever had bt renew a contract without informing you?

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Any change to your account will send confirmation, either letter or email depending on your choice of preference, BT wouldn't make changes without notifying you in advance or your agreement.

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@michaelgilwrote:

 i was supposed to have a halo hub. first i heard of a halo hub was when i logged in.

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There's no such thing as a Halo hub, Halo (previously known as 'BT Plus') gives additional benefits which include sending new equipment if needed, some Halo packages now include complete wi-fi which only works on a Smart Hub 2, if you don't need equipment none is sent, Halo customers have a keep connected promise where a 4G mifi device is sent in a total loss of service fault but Halo 3+ get a Hybrid device.

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@michaelgilwrote:

i talked to bt about this and they said first of all theyve never done a 350mbps package but i know they did because thats what i signed up for then they said they cant check back that far because they dont have the records. 

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I've never heard of a 350mbps package either, not by FTTP, some GFast packages go to 330mbps but FTTP are 300mbps then 500mbps, I know Virgin Media have a 350mbps package

If you're sure that is what you ordered, check your order confirmation when you took the package out.

[licquorice]

Love to know how you got 350Mbps or 250Mbps to work with a Hub5.

[michaelgil]

It's maybe not a hub 5 it's maybe whatever was after that it says ultrafast on the front but it's definitely not a halo

[licquorice]

There is no such thing as a Halo hub, as @-Richie-  has already pointed out.

If you have G.Fast, it will be a Smart Hub2 which is the latest hub.

[michaelgil]

The 350mbps package was years ago and definitely not the 250mbps that I get now and a new contract with the reduced speed definitely wasnt signed because if they offered me 250 or 500 i would of took the 500 which is what ive changed it to now. I have checked through emails but can't find a change anywhere. The halo package or whatever it is. That's another thing also ordered it 3 weeks ago and the new hub still hasn't arrived