Locked into HALO and unable to reduce costs - do BT ever try to retain loyal customers?

[NigelB72]

@steephill BT's retention policy is ludicrous!!! They honestly expect brand loyalty for a substantial premium in this day and age 🤣

[Puma937]

@John - The moderators previously tried to help in June 2023 when I was unable to remove Halo from my package and posted on the community forum. Then due to a family member being admitted to hospital, I didn't have the time to resolve the complaint.

We reconnected in November 23 and I was quoted prices by the Mods (from the 'contract specialists') that were inconsistent. As all contact was via messenger it would take 2-4 days for a response to any questions I had regarding the additional parts of my contract. Pricing for TV, home phone mins etc...

Due to the fact that it was taking so long to receive clarification and dragging on, I called the Options team so that I didn't have so many questions for the moderator. They confirmed that the pricing for the TV packages had been overstated by the Mod and that things like the 700min call package were definitely no longer unavailable.

I contacted the Mod and informed them that what the Options team had stated and the Mod's response was to close the complaint - 'I see that you have decided to call our value team on a few occasions. I realise that having to contact so many departments within BT isn't a great experience so I'll take a step back from here'.

I became so frustrated at the number of days/hours wasted that I gave up, as the Values team would not honour the price quoted by the Mod for Full Fibre.

Currently I am unwilling to continue paying the excessive out of contract price for an inferior product, so I have tried calling BT again (8 months later) to renegotiate a new contract, but the CS advice is unhelpful and inconsistent.

I phoned the Values Team last Thursday and spoke to a lovely lady called Amy in Cornwall - I thought my faith was restored. Again she said that I couldn't remove Halo, but I had to move to EE anyway.....so that would resolve that issue. She then provided a quote and said she would email the package details to me. She read through the T&C's (very basic) to which I agreed and she said she would sent the email straight away. Surprise surprise - nothing has been received. Hence the general frustration with the amount of time existing customers are wasting, trying to resolve simple queries and take out new contracts.

Perhaps the Mods could clarify a few simple things for me:-

1. Do I have to leave BT (well be forced to) and move to EE if I take out a new contract as an existing BT customer?
2. Can I remove Halo?
3. Why are prices so inconsistent? It's like the CS reps are making them up - think of a number, see if he bites.

[Puma937]

Has anyone been able to take out a new contract with BT as an existing customer and :-

1. Not be forced to move to EE?
2. AND.....also not pay an extortionate premium in comparison to a new customer price?

[Puma937]

Summary post, as my previous thread probably digressed a little. This is just broadband related.

Currently paying £72.83 for Halo 3+ (Fibre 73MB) and want to remove Halo, reduce overinflated cost related to speed and/or get a speed boost (FF500 or FF900).

Offers under MY BT are all for Halo 3+:-

• FF150  £62.83
• FF500  £71.99
• FF900  £72.83

New BT customer prices without Halo, but with a landline included (landline costs an extra £5 a month):-

• FF150  £34.99 (£27.84 cheaper)
• FF500  £44.99 (£27.00 cheaper)
• FF900  £49.99  (£22.84 cheaper)

EE Prices (Note: 'With landline' prices not an option. Appears to be included):-

• FF150  £29.99
• FF500  £39.99
• FF900  £44.99
• FF1.6GB  £74.99 (Halo Equivalent) 

Call up BT Retentions and ask to remove Halo to reduce cost. I am told the following:-

1. We will get you the very best deal for you as a loyal customer.
2. You cannot remove Halo.
3. State that I no longer need Complete WiFi £10 or Hybrid Connect £7.55. Removing these should therefore reduce cost.
4. Sorry you cannot remove Halo.
5. You HAVE to move to EE anyway, which doesn't include Halo. I state that I want to stay with BT.
6. Told there are no BT prices available and I can only take out a new contract with EE.
7. I question 'What about the offers under My BT '- I am told that I can select one of those to stay with BT.
8. You just told me that I cant stay with BT and take out a new contract.
9. Again ask how I can remove Halo and reduce cost - told that I cant.
10. EE prices that are then quoted and are far in excess of New Customer Prices.
11. I quote the new customers prices  - the quotes are reduced, but only by a couple of pound.

Has anyone actually been able to take out a new contract with BT as an existing customer and :-

1. Not be forced to move to EE?
2. Remove Halo to reduce cost?
3. AND.....also not pay an extortionate premium in comparison to a new customer price?

[chrisjp]

I've concluded that Halo is purely a device that BT invented to make existing customers pay around twice the price that new customers are quoted, while seemingly keeping to BT's promise that "existing customers will never pay more for their broadband service than new customers". This is true ONLY if new customers select a Halo deal which, if they have any sense, they won't do.
And, outrageously, BT make it impossible for existing customers who signed up for Halo to subsequently remove it.
I'm in this situation - several years ago I was offered a Halo deal that wasn't much more then my then existing contract, and I (unwisely I now realise) signed up for it. I've then been subjected to price rises every time I renewed my contract which have left me paying more than twice what new customers are being offered.
Because I live a bit out in the sticks there are no alternatives to BT or EE. You'd think I'd be able to cancel my BT contract and contract with EE as a new customer - since BT insist that BT and EE are completely separate companies. But no! My address identifies me as an existing customer of BT so I get treated as an existing customer of EE and the "deals" offered are no better than the BT ones.
Heads they win, tails you lose with BT/EE!

[Puma937]

Not sure why my separate thread titled :FORCED MOVE TO EE - to obtain 'best deals'. How do I stay with BT and not be overcharged (fleeced)? was merged into my original one?

Purposely hidden for some reason 🙄

[gg30340]

It was merged because it is a continuation of your original thread which contains all the history and comments regarding it and you your self said it was a summary post. 

It was not hidden, in fact when the merge took place it moved that thread to the top of the "Recent Activity Board" and the "Billing Board" just as your post above did.

[Puma937]

@gg30340 - It was a different Subject question though.

Who merged it, a MOD?

I know it's a small team but they seem to be invisible these days.

[gg30340]

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@Puma937 wrote:

@gg30340 - It was a different Subject question though.

Who merged it, a MOD?

I know it's a small team but they seem to be invisible these days.

---

No. I merged it.

[Puma937]

@gg30340  - not sure why it needed to be merged?

The first thread was regarding being ‘Locked into Halo’ and the second regarding a ‘Forced move to EE’. My details within both threads were similar, but asked different questions.

The ‘summary’ post and new thread was to seek feedback from other community members going through the same situation, as the previous thread had died - due to no response from the MOD.