How do I renew BT Halo 3 and BT mobile package? Got 2 Different agents with Two Different Offers

[robgoingcrazy]

So I'm paying £72 for my broadband and mobile which is steep, been out of contract for a while.

Looked at the comparison sites, but I don't really want to bother with new routers and sims (I can barely see nano sims and nearly had a breakdown trying to put last one in).  Only just got a new BT router with the digital voice thing.

So I got through to a customer service person on messaging, she offered to renew my Halo 3 package and mobile for £42.99 plus £9 for mobile. They pasted in the BT price promise, home experts, connection promise etc.  I was going to accept it, but thought I'd haggle a bit first in case I could get it a bit lower, but after 15 minutes it appeared the agent wasn't going to respond. 

Thinking it would be fairly simple, I restarted the chat, got through Indian Triage and this time I was through to "upgrades".  This time I was told sure, I can have this EE package.  So I said so I'll have to mess around with a new SIM and router anyway but pay £20 more for the privilege than Sky and cheaper mobile provider then? I said I wanted to stay with BT.  They kept pushing EE so I disconnected the chat as I was getting stressed by it. I was also afraid as it' a bit close that my BT direct debit and a new EE direct debit would both get taken out of my account early next month, which I can't afford to happen.

So how do I ensure I get to an agent who is going to let me renew the BT Halo, without pushing EE on me? Or is it luck of the draw and I should just keep trying? Or am I better phoning cancellations/retentions to get a better deal? Or do I just suck it up that I'll have to go to EE and change router (or get Sky for £23.99 and IDmobile for £8?)

[Christopher_G]

Hi @robgoingcrazy 

I'd suggest giving us a call so that our customer care team can give you some options on staying with BT or changing to EE, depending on what you would prefer to do.

There shouldn't be an issue with the Direct Debit if you did move, but they'll be able to check the dates and put your mind at ease too.

Chris

[Puma937]

@robgoingcrazy - Never ever discuss or agree a new contract via the CHAT facility - you are wasting your time and will end up with an offer that is never honoured or is completely wrong. Always phone Retentions and discuss your options. They are UK based and will assist as much as possible. BUT.....good luck, you might be better off leaving BT altogether, as that seems to be the advice given.

I'm in a similar situation - paying £72 a month, out of contract, wanting to stay with BT, but reduce the overinflated cost. The difference is that I want to get rid of Halo 3+ altogether.

Over the past few weeks I've called retentions and been told 3 times that I cannot remove Halo. There are also no new contract offers with BT whatsoever to reduce cost. I have been told that I have to move to EE, as staying with BT is not an option. I have then been quoted inconsistent EE prices that are between £10-£30 a month more than a new customer.

Strangely I called again last Thursday and was told that I could stay with BT. Removing Halo though was an issue and the advisor did everything he could to get me to keep either Complete Wi-Fi or Halo Connect. When the prices were finally revealed they were ridiculously high and far more than a new customer.

Good luck with your contract renewal - it's a total lottery.