New contract

[ScarletP]

Existing BT customer and I want to upgrade to FTTP and completely reconfigure my existing, (out of contract), package.

Unfortunately, there seems to be no mechanism for this.  I either accept their renewal offer, (which is a joke), or go to another provider, (which is looking increasing likely).

For example, if I was a new customer I could get Fibre 100 with DV for £37.99 and TV Entertainment for a further £20.  If I go for their renewal “deal” I’m paying £68 just for the Fibre 100, (with obligatory Halo 3, which I don’t want), before I even look at a TV package.  The closest TV package is £25.  Frankly, if they think I’m going for that “deal” one of us is barking mad and it’s not me.

Sky can do the same speed full fibre for £26 and a further £15 for a similar TV package.

I do have a slight preference for staying with BT but they are going to have to do a hell of a lot better than £93!

How does one talk to them to discuss this?  (Preferably by email, as I’m not sitting in a phone queue for half an hour).

[imjolly]

There is no email when renewing/negotiating a new contract.  Try phoning retentions 08007831401 and see what you can negotiate making sure you have information what BT are currently offering and also what you can get elsewhere.  

[gg30340]

You can not deal with BT via email. You should call BT Retentions 08007831401 

You do not need to take Halo 3, it is an add on to the package. If they insist it is compulsory just insist it is not. Be prepared with what the competitors are offering and be prepared to walk away and go to another provider. 

EDIT: Post crossed with @imjolly 

[ScarletP]

Thanks, gentlemen.  I'll give that a go.

(Or I might just say "sod it" and go to Sky anyway).

[edbostan]

Why is Halo 3 obligatory? I am on Halo 3 and was offered Fibre 500 either no mention of Halo 3. Halo 3 was a tariff or plan and can be ditched. I would negotiate again and get what you want.

[chrisjp]

"Why is Halo 3 obligatory?"
Theoretically it isn't, but once you're on Halo 3 BT does everything it can to keep you on it, and their telephone agents always insist (wrongly) that it is compulsory.
It's a way BT has devised to charge roughly twice as much to existing customers as is offered to new ones, despite BT's claim that "existing customers will never be charged more than new ones". That's true only if the new customers are daft enough to go for a Halo deal.

[Nigly]

Unfortunately I was daft enough to go for the halo deal several years ago. This was the 'full fibre' promise together with the 'EE' unbreakable wi-fi. I was charged a huge amount for this service and told I would only get able to have full fibre if I signed up to this package. We have no mobile signal from any mobile provider so the  'EE' unbreakable wi-fi has never worked. The halo does not work very well, even positioned in rooms with computers and having the blue light. 

When I try to 'upgrade' by logging into my account it says it cannot provide this service although out of contract. When I get a quote as a new customer it is nearly half the price. When I go past 'checkout' the price doubles. I did contact customer services to see how it works by talking directly and it seems to be the same, except you get the "I'll talk to the manager" with a minutes silence, similar to what you would get from an Internet fraudster trying to con vulnerable people. You then get additional items thrown in that you don't need. It's so sad to see BT go down this route which will lead to failure.

[zulu17]

@Nigly  if retentions  cant/wont help - i suggest you raise a formal complaint and be prepared to request escalation. You should be able to access all available packages. Unfortunately in my experience the app route appears to offer what it decides is the most similar and what it works out is a suitable upgrade. So it doesn't seem to handle customers out of contract who wish a simpler package. 

[Nigly]

I think it will be escalated beyond formal complaints. It will likely be out of my hands. I just hope my new provider does not behave this way.

[Kodikid]

As your out of contract another option is to leave and sign up for a new customer deal in your partners name. 

But having said that Sky are offering some cracking deals at the moment so personally I'd go for it.