Full Fibre Halo+ Contract Discussion To seek discuss price reduction

[johnld]

Thought others might be interested in my contract discussions with BT regarding my Full Fibre 150 Halo + which runs out in  mid June

I talked to a very helpful lady in Retentions (Glasgow Office) and obtained a substantial reduction in the contract costs

I am now on a Full Fibre 150 Halo contract The only differences being that I do not get the Hybrid Connect device which has to be returned to BT and have reduced my Landline costs

All of the above were set out in an email from BT titled Contract Summery which I signed up to

However things then went Pear Shaped

10 min after receiving the Contract Summary email I got another email from BT titled Thanks for Your Order

There were many significant errors The delivery address was correct but the installation address was for an address I have not used for 15 years

Also it  said that I would not get Wi-Fi in every room Which implied I would have to return the black disks

I called Retentions back and spoke to a lady in the Belfast Office and she agreed that there were significant errors She passed me to a Connections Agent who described himself as a trouble shooter and technical advisor. He also agreed that there were significant errors in the Thanks for Your Order email. He could not make the corrections immediately But agreed to call me back tomorrow I have received a text message agreeing a time to call me

I will keep this message updated to inform the forum of  the outcomes.

[Christopher_G]

Hi @johnld 

Thanks for sharing your order experience with the community. I'm really happy to hear that our guides managed to get your costs down, but sorry that you've had some trouble with that incorrect information.

We're keen to hear what happens on the call that was scheduled today. Keep us posted on what happens please. Hopefully, they get it all straightened out for you.

Chris

[johnld]

I had the call as promised and the guy talked me through what had happed

The address error was caused with the computer picking up my old address from old data I was told this had been corrected

But this is where it gets more complicated

It seems that BT are updating the Hybrid Connect device and because it was part of the Halo 3 + which I was being moved from it prevented the order from fully executing

Because this is being implemented over the weekend,  the corrections to my order  my not be fully  implemented until the Hybrid upgrade is fully implemented

He also said I shroud leave the Hybrid Connect connected and not return it as requested

We agreed that he would call me again on Tuesday to update me on the progress of sorting out my order

I will keep this conversation updated after the call on Tuesday

He did imply that given the problems that had occurred BT may be able to reduce the contract price further

[Kimberlin]

@johnld  I'm assuming you had moved address within the last six years? If any longer, one wonders if BT should be retaining information that is no longer applicable, i.e. your old address.

If you need to look at the privacy policy:

https://www.bt.com/privacy-policy

[johnld]

I have not moved for the last 15 Years

But I have had the same BT Customer number for over 40 years so I guess some one had not updated part of the record system