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Message 1 of 4

Another user locked into HALO 3 - BT state that I am unable to downgrade or reduce costs?

I am on Halo 3 with 12 months left on the contract and pay £64 p/m . Online I was able to see the Full Fibre deals (FF500 at £32.99) when not logged in, but none were available to upgrade to when logged in.

But I did find an online option to change to Full Fibre 2 for £45 (with a free month at FF500 speeds), so it was definitely possible to upgrade speed for a lower cost. So I ordered this.

The following day, I thought I'd call BT and ask why I could not change to the FF500 package. I was told I could cancel the current order (for FF2) and I could reorder FF500 at the advertised price but I would need to call back the following day (as a current order was in the process of being cancelled).

I called back the following day to order FF500 at the promised price only to be told (by a different agent) that this was not available to me after all and I could not reduce costs without leaving (patently not true - see below). And if I left (to get the new joiner prices) then I would incur a cancellation fee of over £750.

I then mentioned the other cheaper option to FF2 (which he hadn't mentioned) and after he went away and came back, said that I could order that after all (and reduce costs) but would need to start a new 24 month contract (which I would be OK with). He did offer £20 off bill to apologise for previous bad promise.

Can others confirm if it is indeed impossible to reduce costs AND go FF500 without leaving? I feel I am being fleeced paying £64 p/m for 35Mbps download speed. I have seen other posts on here in same situation but I am not aware of their outcome.

Thanks

 

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Message 2 of 4

Re: Another user locked into HALO 3 - BT state that I am unable to downgrade or reduce costs?

.. and just to add to what I wrote below...

The BT Halo promise is as follows:

Never pay more than a new customer with our price promise

We promise you’ll never pay more than a new
customer when you renew your contract.

No exceptions.

------

So I wish to renew the contract (which BT allows if you are OK to pay more) but doesn't allow for certain products if that price is lower (as a new customer is charged). And BT say "NO exceptions". 

That promise seems either untrue or VERY misleading.

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Message 3 of 4

Re: Another user locked into HALO 3 - BT state that I am unable to downgrade or reduce costs?

The price promise only applies to halo packages, this has been covered numerous times. The package you want is non halo so tbe price promise doesn't apply on it

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Message 4 of 4

Re: Another user locked into HALO 3 - BT state that I am unable to downgrade or reduce costs?

The problem is though that the Price Promise says "No Exceptions" and doe not say on that page that it only applies to Halo packages. It may say that in the small print in the T&Cs but I haven't been able to find that. So that page is misleading at the very least.

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