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GRES7
Beginner
854 Views
Message 1 of 9

Out of Contract Options

I'm about to go out of contract for my BT broadband. I've had an email offering me some options all of which are more expensive. I thought the OFCOM requirements were to give me notice of the best deals available including to new customers? If I go on any of the comparison sites there are BT deals a lot cheaper than I am paying for unlimited broadband at the same average speeds (and even then BT's prices are quite a bit higher than the best deals available on an equivalent basis from other providers). How does that square with OFCOM rules? My suspicion is that BT will say that I have a package with Halo 1 and that no other provider has the exact equivalent and so you cannot compare the deals. I didn't ask for Halo 1 but was very recently given it for free (after BT tried and failed to get me to click on a free upgrade option to add it - I didn't because I delved into the detail and realised that clicking on the link committed me to a new 24 month contract - something that was very sneakily hidden).  Is this how BT are getting round the OFCOM requirements ie automatically upgrading people to Halo 1 just before contract end? Or is that just me being cynical? In any event, I can't see Halo 1 does very much at all for me personally and so why would effectively pay £15 a month extra for something I don't need?

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8 REPLIES 8
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Out of Contract Options

@GRES7 

Ring BT on 0800 800 030, to discuss your options.

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GRES7
Beginner
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Message 3 of 9

Re: Out of Contract Options

@Keith_Beddoe 

Thanks. I've now had a chat with someone. My contract predated the OFCOM rule changes but we've hopefully agreed a new deal.

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grahamm1
Contributor
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Message 4 of 9

Re: Out of Contract Options

Hi. I had a bit of difficulty accessing the "best deal" when my contract had ended.

Despite an Ofcom statement that "BT, Sky and TalkTalk will allow out-of-contract customers to get the same deals as new customers, when they take out a new contract. (BT will only allow existing customers to access new customer prices when sending end-of-contract and best tariff notifications.)" The complete article is here: https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/fairer-prices-for-broadband-customers

I could not get promotional deals on-line. As soon as the system realised I was a current BT customer it rejected my order.

When I called the BT sales team they kept repeating the old "these deals are for new customers only" mantra and seemed unaware of the Ofcom ruling.

In frustration,  I signed to a not-quite-as-good-as-new-customer deal (but better than my old deal), then put in an official complaint and got credited the difference. What a palaver.

Hope you had a better experience than I did!

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garybs29
Recognised Expert
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Message 5 of 9

Re: Out of Contract Options

If you're on halo 1 then they have to give you the best option on it. Fibre 1 is a different pacakage so no matter what you think it's not a breach of the ofcom guidance

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Bigtim9
Aspiring Contributor
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Message 6 of 9

Re: Out of Contract Options

"I could not get promotional deals on-line. As soon as the system realised I was a current BT customer it rejected my order.

When I called the BT sales team they kept repeating the old "these deals are for new customers only" mantra and seemed unaware of the Ofcom ruling.

In frustration,  I signed to a not-quite-as-good-as-new-customer deal (but better than my old deal), then put in an official complaint and got credited the difference. What a palaver."

I've just done exactly the same (signed a not quite as good deal as told online deal was new customers only). May I ask how you went through the complaint and credit back process?

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grahamm1
Contributor
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Message 7 of 9

Re: Out of Contract Options

Hi Bigtim9

I logged on to MyBT then went to the complaints section (https://www.bt.com/help/complaints).

I emailed stating my case and asking to be credited £107.97. This is the amount I would be out of pocket over the course of the contract I'd signed for.

After a few days I got a "glad you are all sorted... we're closing your complaint" message, even though my complaint had not been addressed at all!

I re-opened the complaint.

It took 6 weeks of waiting (with Xmas and New Year in the way) but eventually I was called by an advisor who apologised for everything and refunded me the amount I asked for in full.

 

 

nicmcckip
Aspiring Expert
714 Views
Message 8 of 9

Re: Out of Contract Options

@garybs29  @GRES7 

The problem is they are moving people on to Halo anyway. I'm in the middle of sorting out my own issue.

Short version:

(Up until last week was out of contract  on Fibre 1 (since it was infinity 1). Logged in to mybt last week it says  I was on Halo 1, called up to ask why - told that was the new name - ended up re contracting (and getting my speeds lowered!).  Get off phone - fibre 1 still exists for much cheaper than recontracted for.

After many phone calls - told every one will eventually be moved on to Halo. Told many different things. 

I didn't want order cancelled (yet) and told repeatedly not happening, on Monday got emails saying my complaint was closed? And an email saying I was out of contract and new deals I can take including Fibre 1! even if add on complete wifi for £10 it's a lot cheaper than what I recontracted  with Halo.

Rang up Told by at least 3 people order, not being reversed/ cancelled, nothing can do about speed.

Tried 1 last time, spoke to someone who has got an engineer out to fix the speed cap issue ( came yesterday) and my order was being reversed! Thankfully this person put a stop to that.

 

Yesterday got this email: 

So I'm not sure if that was sent because of the roll back of my order or what, but now I'm even more annoyed and it makes my situation that I'm trying to sort out even more complicated.

Customer, we’re upgrading you. As a thank you for being with us.
Now, more than ever, you need a connection you can rely on. With BT Halo you’ll get the best of our 4G and Fibre. That means speed and reliability all day, every day with first rate service that’s there when you need it.

There’s no extra cost and no new contract. All you need to do is make the most of BT Halo.
 

 

 

Doesn't help that the name on the bill  & mybt is: Fibre with Halo 1 not;  Fibre 1  with Halo 1 as an add on.

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nicmcckip
Aspiring Expert
705 Views
Message 9 of 9

Re: Out of Contract Options

Just want to add

I like the OP Did not want Halo they just put me on it. When I called I was not told it was a free upgrade, over the last week the only place that seemed to know this was other posters here (until the email yesterday).

BT staff replies ranged from: "its the new name for Fibre 1" to "everyone will eventually be moved to Halo", to "Halo 1  is replacing Fibre 1" / "will eventually replace Fibre 1" - to not knowing anything about it.

 

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