New contract deal

[Johnmlowe]

Hello,

Thought I would post this only to hear if others have had a similar experience. 

I  contacted BT's retention team by phone.

My 900 Mbps Halo 3 contract ends 21st December 2024 and I asked for a new deal to reduce my current monthly cost . He offered me 500mbps download, no landline phone, for £36.99 pm and a £50 voucher.. This sounded reasonable to me, but as he wanted me to agree at that moment, I said, not unreasonably, I would would like details sent to me to inspect and make a decision. 

Seconds later the line went dead and I can only assume that he hung up on me as he couldn't get me to sign up.

As a long standing BT customer I am disappointed that this happened, but in some ways not surprised as no doubt the retention team operatives are on commission and he considered me a waste of time.

The end result is that I feel somewhat offended by this treatment and I still have to organise my new Broadband contract in a few weeks time.

Of course it may have been a coincidence but my gut feeling is I'm correct in my assumption.

John

[Puma937]

@Johnmlowe - Welcome to the wonderful world of BT contract negotiation and 'retentions' - a department that has no interest in retaining your custom. Pricing is a total lottery, like Johnny Ball.....think of a number.....any number in fact. Roll up to the carnival and spin the wheel of fortune !!

Seriously though......once you are on a Halo contract, there is no way to remove it. Was the 500 Mbps offer without Halo? In addition, to be offered a £50 carrot to sign up immediately is unheard of for an existing customer.

The rules of Retentions are:-

1. You are a loyal customer, but we don't give a damn. Our aim is to rinse you or make you leave.
2. You cannot downgrade or remove Halo.
3. We will sort out a great deal for you and reduce the cost, BUT you have to move to EE.
4. You cannot stay with BT, as there are no 'deal' prices available at all.
5. The prices quoted for EE are cheaper than BT, but £10-30 more than a new customer.
6. Why......because we think you are a mug. You also have Halo and are not eligible for an EE Essentials plan.
7. 'Oh so you want to leave - please do so, sorry I can't help you (and earn some more commission). Goodbye'.

The community advice is also to leave as soon as your contract ends. A happy loyal customer is a fool in todays world, so be prepared for a fight with BT or a move to a competitor.

Good luck - you can try Retentions numerous times and will find zero consistency. The best advice is to know exactly what you want and bite the advisors hand off as soon as you get it. Unfortunately it may take several weeks and multiple wasted hours on the phone, in trying to obtain a fair deal. All the best 😜 

[Johnmlowe]

Thanks for your message.

From my experience it sounds about right to me.

Any knowledgeable BT employees on here want to add their thoughts? Would be interested to hear.

John Lowe