Price Structure for Boradband

[Ph772]

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I received an email notifying me of a price increase on March 1st. I called to cancel my incoming call package and keep only the fibre broadband. Talked through the options and was shocked at the prices.

Can someone please advise why I am charged £57.38 for a package a new customer will pay only £28.99 for?

I've been a customer for over 20 years but will be terminating the contract in July. Seems very unfair.

[chrisjp]

Are you on a Halo "deal"?
If so, that's why you're paying much more than a new customer who is never offered a Halo deal.
It's BT's way of not honouring their "price promise".

[WSH]

You said it yourself….been a customer for 20 years….so they know they don’t have to work at keeping you.

I myself was in a similar situation recently.  I ended up initiating a move to Sky, which Sky subsequently screwed up as they ignored me telling them it had to an Openreach FTTP install.  CityFibre turned up and wanted to dig up a communal drive, so I sent them packing.

The interesting thing was that in that short time BT had finally got the message and offered me a sensible price.  I cancelled with Sky and stayed with BT.

It seems you have to prove you are willing to walk.

Good luck to you.

[Ph772]

Thank you. I have until June to give notice of termination so will shop around. The customer service advisor didn't seem that bothered when I asked about termination conditions and dates for notice. May be different when I actually call to end the contract. Glad to hear you are sorted now. Thanks for your time.

[Ph772]

Yes it's the Halo package. I didn't realise this wasn't offered to new customers. Really disappointed, never had any issues and that's why I've stayed so long but our loyalty is never recognised. Thanks for your time. 

[iniltous · Accepted solution]

The main point is the price comparison, you can’t compare the basic broadband package to the same broadband speed with Halo 3+ ( if that’s what you have ) , that’s not to say I believe Halo is worthwhile (I don’t and wouldn’t have it myself) just that it’s not a proper comparison.

If your minimum term doesn’t expire for several months , then trying to negotiate now to avoid the March increase is a poor strategy, what’s more if you did get an acceptable offer in early February it also would get the March increase anyway .

As far as going forward, if you move before your minimum term expires, early termination charges will apply , personally I’d wait until  you get much nearer to  the expiration of your current contract and check you options then , stay with Halo (worst option ) , stay removing Halo or leave for a different provider.