Cannot renew broadband package online due to 'switching portal' page

[lk1988]

I am an existing BT Broadband customer. When I log into my BT account, I am offered the option of renewing my current Broadband package which I have tried to do but part of the renewal order process is a ‘switching portal’ page which checks if the order can progress via One Touch Switching. The ‘switching portal’ page does not apply to me as an existing customer who is not switching and just wants to renew their current package but there is no option for me to skip/bypass this page to continue with the renewal process so at this point I cannot progress further.

Can someone help please – there should be a page before the ‘switching portal’ which asks if the person is switching or not. When I renewed online last time there was indeed a page asking whether the person was switching from another provider.

[imjolly · Accepted solution]

is your existing contract due for renewal or are you now out of fixed contract?

i would phone retentions 08007831401 and see if you can negotiate a better deal to stay with BT

[iniltous]

If you are an existing customer renewing then OTS (One touch switching) is unnecessary, you are not switching, so if you are offered this something is clearly wrong as you are being treated as a new customer not an existing one ( you say you are logged into your My BT account while doing this )
You will need to call , as this renewal/upgrade path isn’t working for you ….FWIW , a few months ago , I couldn’t renew online as it continually failed , I called BT and renewed that way  (well quite a few calls were needed TBH, the conversations along the lines of ‘a system issue , we will call you back ‘ which in fairness they did.

[lk1988]

Thanks. I still have a contract with BT which I want to renew. My point is that I cannot do it online because of a glitch in the system i.e. the ‘switching portal’ page which prevents me from completing the renewal as it is treating me like a new customer.

[lk1988]

Thanks. Yes this is a system issue but I hope someone at BT will fix  - it is quite important that existing customers can renew their contracts online !!

[iniltous]

How do you think it will be fixed if you don’t call ?, expecting this just to resolve itself is wishful thinking , it almost certainly won’t .