Fibre package keeps changing price once in checkout

[DickiJ]

Hello

So I manage my Nan's BT broadband account on her behalf... She fell out of contract a while ago, and Full Fibre is now available.

I've logged in and noticed that she has a 'free upgrade' to Fibre 100 at her current monthly cost of £38.19. I thought that a bit odd that the price is exactly the same, so I checked the main BT site for the cost of their broadband packages.

Full Fibre 100, currently listed for £30.99 - Ideal! I select it, choose the account/line I want to apply it to and then at the last page of the checkout it changes to £59.99!

What's going on here? Is BT trying to penalise my Nan for staying loyal to them? She's always wanted to stay with BT - I suspect as it's a farmiliar brand. However we're at that point now where I manage the utilities to the extent that all she sees is the funds leaving her account, at this rate it feels less effort to just jump ship to a competitor?

Am I doing something wrong, can someone shed some light on this pls?

[JohnC2]

Hi @DickiJ, sorry you're having trouble changing your nan's broadband package online. 

It would be best to give us a call on 0330 1234 150 and our sales team will be happy to check the offered available and place the order for you.

Cheers

John 

[dervturbo]

I found this post as I am experiencing the same right now..

Out of contract on normal broadband and offered to upgrade for free to full fibre so no change to monthly price
However I should be able to get full fibre for much less based on advertised offers and general cost from other companies.  Like you I followed an offer.. made sure not to select any add-ons.. and once I hit the checkout the offer goes from £31.99pm to £70.12 with no apparent reasoning at the checkout window.

Just an absolute scam.

[imjolly]

are you the account manager or do you have POA to enable you to discuss account with phone call?

when renewing are you selecting broadband or broadband with phone as price different.  also you probably find the more expensive package includes the add on Halo+

try phoning retentions 08007831401  make sure you know what BT are offering on the web pages for the package to help with negotiations