Fibre offers not real?

[Jeff26]

I received an email from BT saying (in the small print)  "Full Fibre upgrade: You can upgrade for free to Full Fibre 100 when it becomes available in your area. You will not need to re-contract." I have tried to obtain this upgrade but their online and telehine staff deny it exists and offer much faster options on new 24 month contracts. How do I get the offer that was made to me?

[iniltous]

A ‘free’ upgrade to FF100 without renewing a minimum term was a supposed benefit for ‘Halo’ customers , I’d never heard of it being a general option to non Halo customers, although anecdotally even those Halo customers seemingly struggle to get this Halo benefit applied , even when it’s specifically mentioned in the advertisement, so are you a Halo customer ?, if not perhaps you can post the entire email offering you the upgrade (obviously obscure your personal info ) 

FWIW , upgrading to FTTP accepting that it will renew the minimum term more likely, otherwise there is no incentive for the ISP to arrange it , the other ‘free’ upgrade without extending/renewing the minimum term is when Openreach (not VT ) offer the upgrade usually when BT are upgrading their telephone customers to DV .

[ScarletP]

I encountered the same problem recently.

I saw an offer in MyBT for Fibre 2 with a free upgrade to Full Fibre 100 when it became available but no obvious way to access the free upgrade, even though full fibre was available in my area.

I solved it by taking a screen shot of the offer then switching to Full Fibre 150.  (FF 150 is the same product as the Full Fibre 100.  They just changed the name).

When the first bill came out, I contacted complaints, sent them the screenshot and queried why I was being charged £6 a month more for a “free” upgrade.  They knocked the £6 off.

Don’t know whether you’ll get away with the same but worth a try.

[Jeff26]

@ScarletP That's an interesting approach. Did they give a new 24 month contract, or upgrade the existing one with no extension of the term?

[Jeff26]

@iniltous yes, I am an existing halo customer.  The 'advisers' on chat deny it exists and immediately terminate the conversation.

[ScarletP]

Well, the Fibre 2 was already on offer as "Full Fibre technology".  My area has been FF for two years now.  I took that intending to nab the free upgrade to FF150 but then couldn't get a straight answer as to how to trigger the upgrade, (on here or from customer service).  I went for the FF150, which was £6 a month more, & so they allowed it.  They did use it as an excuse to start a new two years but I'd only been on the Fibre 2 contract for a month, so it didn't both me in the least.

Of course, that meant they then left themselves open to me questioning why the "free" offer wasn't free.  I suspect I was lucky in who dealt with the complaint but I also think having the screeshot was also key, as they couldn't argue it.