Halo 3+ full fibre promise

[thomsg03]

I have Halo 3+ and have received a letter to say full fibre is now available in my area. 

However, when I enquire I'm told I need to sign up to a new 24 month consumer credit agreement. 

I didn't see this important contractual clause in the marketing material. bt.com/exp/halo "You'll get a free upgrade to Full Fibre 100 as soon as it's available in your area'. No mention of ..' you will need to sign up to a new 24 month contract so not really free'. 

[Keith_Beddoe]

@thomsg03 

Regrades require a new contract to be started, that has always been the case.

I think you will find that "free" means there are no activation charges, or charges for a new home hub.

It a bit like the free upgrades from ADSL to FTTC, that were pushed, a few years ago.

[rbz5416]

https://www.bt.com/halo/terms

[thomsg03]

Thank you for highlighting that the terms and conditions in bt.com/halo/terms BT Halo 3+ Terms and Conditions point 1 states, "You will not need to re-contract". I will try again tomorrow and let you know how I get on. 

Today, I was told by a very helpful lady called Leah that I would need to re contract for another 24 months. As they weren't charging me an upfront fee, the Full Fibre Promise was indeed free, just contingent on another 24 months guaranteed income to BT that's not mentioned in the publicity material. 

[iniltous]

I’m pretty sure this can up on an much earlier post ( months ago ) , BT Halo 3+ customer told that a recontract was required to upgrade to FTTP , even though the website clearly states it doesn’t , unfortunately I can’t recall how that post was resolved, or if it was , but TBH , it’s pretty clear and given what Halo3+ costs , that a  recontract isn’t needed after all it’s not some freebie, it’s not something given away for free , it’s part of the Halo package.

[imjolly]

This was a previously which mods eventually helped sort out

https://community.bt.com/t5/Bills-Packages/Full-Fibre-Promise-on-Halo-3/td-p/2379603/page/2

[rbz5416]

@thomsg03 

Maybe try a different tack. Armed with their own T&Cs, advise them that a variation of the contract terms to you detriment entitles you to terminate the contract without penalty.

https://www.ofcom.org.uk/make-a-complaint/complain-about-mobile-phone-or-internet-services/contracts...

@iniltous 

It's come up several times but never with a posted resolution. In this one @JohnC2 got involved, but the thread just died. I don't know if @Burmey can provide an update?

Edit: @imjolly beat me with the link but there's no suggestion in that thread it was resolved, with another poster complaining about the same issue being the last post.

[thomsg03]

Here is the definitive answer to this question.

If you already have BT Halo 3+ you can upgrade to Full Fibre 100 without having to take out a new 2-year consumer credit agreement.

When you ring up point the advisor to BT Halo 3+ terms and conditions at bt.com/halo/terms. It clearly states, ‘You will not need to re-contract’.

When I first rang up, I was told I would need to re contract for 2 years. I was told it was in fact free as there were no upfront costs.  I had to point out that a new 24-month contract for myself amounted to an additional 9 months on my existing contract and over £600. That is not free but guaranteed additional income to BT.

I then spoke to someone else while pointing out the terms and conditions. They spoke to their supervisor several times and agreed that I was eligible for a free upgrade to Full Fibre 100 now that it was available in my area.

I now have Full Fibre 100 with no requirement to re-contract.

Be polite at all times but be firm. You will need to point the advisor to these terms and conditions. Remember you’re already paying for this option of Full Fibre 100 as part of your BT Halo 3+ package. 

[Puma937]

@thomsg03 - glad you got it sorted, but it's just another example of where the listed perks of Halo are worthless and overpriced. It really shouldn't be so difficult to take advantage of a listed benefit.

Did you contact BT and request to get your free upgrade to Full Fibre 100? I bet BT didn't notify you as soon as it was available.

Your next mission is to try and get rid of Halo 3+ from any future contract. (Hybrid connect and Complete Wifi are cheaper to add separately - if still required). BT wont let you remove Halo and the price promise (never pay more than a new customer) only applies to like for like Halo packages.