Downgrading fibre plan at end of contract

[EastAngle79]

For reasons I never got to the bottom of, the last broadband contract my 90 year old MiL was persuaded to take was "Full Fibre 900 with Halo3".  Completely inappropriate as she only uses an iPad for emails and occasional web browsing.

That contract nearing its end so I called to understand the options - the agent was insistent the minimum it could be downgraded to was 500Mbps. That doesn't sound at all correct to me but all I can find on the BT website is reference to upgrades.

If my MiL wasn't so insistent on staying with BT i'd simply switch to another provider - but i'd really appreciate any advice on the most appropriate package for her (all she needs above basic wifi into continue with her Digital Voice package). Oh and any suggestions for the quickest & easiest way to enact the change!

Thanks

[Kodikid]

Expect a battle to escape the literally useless Halo 3.

Call centre staff raison d'etre is to sell and try to keep you on it.

To answer your question 100mbps is the smallest full fibre package BT currently offer.

[ScarletP]

Deals currently available at my address, according to the public website.  Expect to pay £5 more for a phone line.

[WSH]

@Kodikid   150Mb/s.  100 is the minimum guaranteed.

[Kimberlin]

@EastAngle79 

From your account of your MiL's contract situation, it's clear that flogging inappropriate products to people who have no need for them, is regrettable, especially when it's allegedly been done by a company like BT.

I obviously don't know if you have PoA regarding your MiL's affairs, but she clearly needs advising to talk to someone within the Retentions Team who actually has some product knowledge and who knows what they are talking about (best of luck with that), and tell them firmly and unequivocally, to downgrade the package to the most appropriate lowest mbps plan with DV available/suitable for her needs and get shot of that Halo gear. If they won't play ball, make a formal complaint. An apparent lack of knowledge regarding broadband speed packages by call centre staff just indicates poor training. Deliberately confusing a customer or being economical with the truth regarding customer options, is frankly inexcusable.

Hopefully, a Moderator will see your post and help and advise you further.

[EastAngle79]

Quick thanks to everyone for input. I'll assisting MiL with the follow up call to try & resolve today - will share where I get to. (I'll go via the "Retentions" route as advised).

And for some reason when the change from 1Gbps to 500Mbps happened - her Caller ID stopped working. Another thing on the list!

Regards

EA79

[EastAngle79]

Ok so the final outcome....

So todays call a complete contrast to the initial one and to be fair, the level of thoughtful customer interaction I have expected from BT.

In the space of a few minutes managed to re-contract MiLs broadband to the minimum speed after explaining what the requirement was, exclude Halo without any debate plus get Caller ID re-enabled. 

Standout comment from the call agent was "I want to ensure you get the package you need and are happy with rather than add services that cost you more & you realise you don't need."

Thanks to all for the input, it made a real difference. I'll be raising a complaint re the first call - whether it was poor training, inexperience or something else the attitude & misinformation on display shouldn't be acceptable to any company.