renewal of broadband and landline

[DanielS]

Hi @polish,

The packages usually show broadband and calls rather than the old way which had one charge for the broadband package and a separate charge for line rental. Have you attempted the order or did you not select it in case you ordered the wrong thing?

I would highly recommend calling the number mentioned earlier in the thread to speak with someone directly about deals for peace of mind. Any issues, let me know.

Thanks

DanielS

[polish]

Hello Daniel

Thanks for your reply, Yes we did try to order clicked on renew now and as it did not give the unlimited calls that she currently has on her previous 24 month package did not order.

She is on fibre halo 1 which includes the calling package of unlimited calls, they say she can upgrade to fibre halo 3  for the same price as she pays currently, but she does not want or need a new hub, why can she not just stay as she is with halo 1? what happens if she does not upgrade to halo 3 in 40 days time when her package expires, she is 86 years of age.  Thanks 

[licquorice]

She doesn't need to use the hub, just keep it in the box and continue to use what she has.

[conrad]

If the existing contract is Halo 1 then under its terms and conditions you do not need to recontract it but let it continue as is since there was a price guarantee that you keep the price you are on when the contract expired.

As regards the calling package this should be changeable at any time using MyBT. There are only two plans  700 minutes or unlimited.

A possible reason for not seeing a calling package could be that your mother in law has been switched to the unlimited one anyway which means it doesn't need to be touched as it is effectively a rolling 30 day package.

Another cause of not seeing a phone package is that the broadband renewal selected is one without a phone package.

You can still ring the options team to check what the current packages are and they should be able to tell you if you don't need to do anything anyway.

[polish]

Thank you, but think she may be better to stay on Halo 1 rather than getting another hub for Halo 3.

[polish]

Thank you, so if she just leaves it she should stay on the package she is already on even though on her account it says her contract expires in 40 days time.

Yes she is on unlimited and like you said 30 days rolling contract by looking at her account.

[conrad]

The existing Halo 1 was a 24 month one so there will be a contract expiry date. According to the sales blurb when Halo 1 was launched when a contract expired you would remain on the existing price which effectively put you on a rolling 30 day contract where the only increases are the inflationary ones in March each year.

Just ring the options team and they should confirm that you don't need to do anything. Any problems with them just post back here but don't recontract the broadband if there is no need to.

[polish]

Thank you, yes it expires in 18th November so if I phone the options team on her behalf to ask they will be able to confirm, do you have the options team number please?

[imjolly]

Phone 0800800030

[polish]

thanks