Halo 3 900 changing to BT Broadband 500

[mcdowellj07]

I am an existing customer for many years and I do not need the Halo 3 enhancements.  I am out of contract 3 months and I am trying to renew but I cannot get an answer to 2 questions.  I want to go from Halo 3 900 to BT Broadband 500.   If I renew the contract can I be assured I will not be treated as a new customer and that all my email addresses will be retained?   I have spoken to 3 advisors and none of them have convinced me that I will retain all my email addresses.  Also when I quote my offered renewal price (which is on my account) they cannot see it and want to charge me a higher price.   Anybody have the same experience and do you have a solution?

[licquorice · Accepted solution]

You never 'lose' your email addresses whatever you do. At worst they will be downgraded to Basic Mail which is only accessible by webmail. However, in your situation you definitely won't be treated as a new customer.

You are not out of contract, you are out of fixed term contract and in a rolling 30 day contract.

[imjolly]

I would try the retentions team 0800 783 1401 as you will need to be insistent and persistent to get rid of the halo 3 add on and Also downgrade to a lower package.  You may be better moving ISP and get better deal using one touch switch

[mcdowellj07]

Thank you for your input but I am very alarmed that the advisors in BT seem to be very limited in their knowledge outside their very narrow field.  E.g. When I ask what happens to my email addresses if I shift ISPs none of them can give me a definitive answer.  Also the offers that I have on 'My BT' they cannot see and are quoting a much higher price for sifting from Halo 3 900 to Broadband 500

[mcdowellj07]

Thank you for the valuable input that I am still in a 30 day rolling contract