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Beginner
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Message 1 of 7

Billing and Halo benefits

Hi,

I recently jumped to the Full Fibre 500 package and noticed that what I am paying is more than what a new customer would pay.  My understanding is that a new customer would pay £49.99/month.

Given that my package include Halo 1 which states "Your bill won’t go up when your contract ends and you’ll never pay more than a new customer."

My question is, why am I being charged more than a new customer?  And who do I contact to fix that?

Thanks

CJC

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Billing and Halo benefits

new customer would not have Halo which is extra



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Message 3 of 7

Re: Billing and Halo benefits

that's true, but if I were a new customer I would be paying £49.99  because I would be a new customer, and that's the new customer rate.  As I'm not a new customer I must therefore fall into the "you’ll never pay more than a new customer." clause, especially as my previous package also included the Halo 1 benefits

 

So again, why am I being changed more than £49.99?  

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Message 4 of 7

Re: Billing and Halo benefits

if a new customer added Halo then cost would increase



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Message 5 of 7

Re: Billing and Halo benefits

If you read the Ofcom link it states that the price should be the same for new customers or those who re-new their contract.

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/fairer-prices-for-broadband-cu...

The difference in price may be because you did not renew your contract, you upgraded to a different package from what you had.

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Message 6 of 7

Re: Billing and Halo benefits

but the wording clearly states "you’ll never pay more than a new customer"  there is no * or any other caveats listed.

 

seems rather shifty to me

 

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Message 7 of 7

Re: Billing and Halo benefits


@cassidyc wrote:

but the wording clearly states "you’ll never pay more than a new customer"  there is no * or any other caveats listed.

 



The Ofcom link is about if you are out of contract, and re-contract you should not pay more than a new customer.

"BT, Sky and TalkTalk will allow their out-of-contract customers to get the same deals as new customers, when they take out a new contract".

That is if you were re-contracting on the same package so that you are comparing like with like. You did not re-contract on the same package, you upgraded to a different package. Ofcom does not appear to say you should get the same price in those circumstances.

The Halo price promise states in the small print:- 

"BT Halo benefits

Our Price Promise: You’ll keep the same monthly price, when your contract ends"

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