Stop retention calls

[ptd006]

I have been a FTTP customer for 4 years but initiated a switch to Sky earlier this week and since then have had many calls from 01438382072 (StepChange outsourcing), which Google/BT website says is BT retentions partner.  They never leave a message and actually hang up if I answer. 

BT/EE had many opportunities to give me a good offer /before/ I went to the trouble of signing up with Sky.  I am still in the Sky cooling off period but it would obviously taken an unbelievable offer from BT to retain me now.  At this point the calls are simply harassment.

They call on both my mobile and landline.  I never give out the latter as I don't use it so I am sure it is BT who passed on my details.  Not sure where I agreed to this.

I will block the number but I decided to post hoping that somehow the message filters back to a BT human: if you want to keep customers just give them competitive offers when they get to end of their contract.  It's not rocket science.  Don't harass them after they've already signed up with another company.  Simple.

[Peter_W · Accepted solution]

Hi @ptd006.

Welcome to the BT Community Forums. 

Whilst we do want to make sure you know about all of our options when you're switching over to another provider, we'd not want you to find this a nuisance. 

It seems odd that you're not getting a reply when picking up too. 

So you can be sure that you don't experience similar again in the future, you can head to our privacy pages and request that your details are excluded from any future campaigns.
Peter

[ptd006]

Thank you Peter for the helpful reply. With reflection my post was a bit ranty, sorry!  

[Kimberlin]

I'd like to add to this. I too had been with BT for 4 years following a move into a new build property which at the time, I only had the option of BT FTTP. I'd been more than happy with the service but, as always with the telecoms providers, the annual increases eventually became too much. I did phone BT myself at the end of my initial two year contract to negotiate a better deal, but it was hard work. This time, I was not in the mood to haggle and so the day after my BT contract finished, I switched to Plusnet. There's now't like a new customer deal!

So, the day I initiated the switch, within 3 hours, I started receiving missed calls from what at the time, was an unkown number. I'm on Silence Unknown Callers 24/7, quite simply, I'll never answer the phone unless you're in my contacts list. I then carried out a search on the number and from what I subsequently read, it appeared to come from a BT retention team. The worst bit about it is, they phone you and then can't be bothered to even leave a message, so I sympathise completely with those folks who also state that the phone either goes dead or they are hung up on. I've now blocked the number permanently as I consider the calls a complete nusiance especially as my mobile number is registered with the Telephone Preference Service and as far as I'm aware, telemarketeers aren't supposed to call anyway.

https://who-called.co.uk/Number/01438382072

[ScarletP]

Shows that BT are rapidly becoming a bunch of desperate clowns.

I shall leave a suitable answerphone message on my machine when I leave than.

[licquorice]

That should give them a laugh.

[ptd006]

Hi Kimberlin, wow I remember the frustration!

I too was happy with the BT service.  I WFH so reliable internet is important.

I would have gladly stayed to avoid the time and hassle of switching supplier (sending the BT router back, changing new router password etc.. it all adds up).  All BT had to do was give me a semi-competitive offer, didn't even need to match Sky.

Hope you get on fine with Plusnet.  I think they are actually a BT brand so hopefully you'll still get good service.

FWIW I am happy so far with Sky.   WiFi router is slightly better.  Latency comparable to BT.  No outages that I've noticed.  I took the TopCashBack offer and effectively (incl. mobile) I'm paying around half what my BT bill would have been following the 31st March price rise.

Edit: I do realise that good service is worth paying for.  BT staff (including moderators of these forums :)) individually are great.  I just think that as organisation they could value existing customers more.  I expect Sky will be the same.  Maybe I'll switch back to BT at that point 😄

[Kimberlin]

Thanks ptd006

I've flip flopped between BT and Plusnet for years, never had any issues with either and been very happy with both. My gripe  along with so many, are the absurb increases whereby eventually, any reasonable sane person would seek out a better deal. This whole retentions business is an utter joke in my worthless opinion.

I now await the bag to return my completely unopened BT Hub, still sellophane intact 4 years on. I use my own router, a TP-Link GX90. I think I have 3 ISP routers in the loft that never saw the light of day. I didn't want the Plusnet router, but they sent me one anyway because I couldn't see an option anywhere to decline it on signing up. Such a waste.

Anyway, in my case, there's absolutely no difference in service between BT and Plusnet except there's no ipv6 with Plusnet, otherwise all is well.