Problems renewing Broadband Contract

[jpshaywood]

I currently have Fibre 1 with Halo and I am 'out of contract'. I spoke to 150, was told that I must have Halo3 at an increased price.

Having stressed that I did not need £80 worth of technical support I would not use, I reached a deal with the agent. As the new deal was after March 1, it was agreed that I would not have to pay the 9.3% increase in April. So far so good.

A couple of days later I checked on MY BT - the agreed price was shown, but it still said I was 'Out of contract'. I was concerned that if I did nothing I would be hit with the % increase. The order was shown as complete.

So I phoned 150 again and, after some time, I was told I had been missold  the package, which is why the 'system' had rejected it. I again explained that I was not interested in paying for Technical Support I would not use. After clearing things with the manager, eventually it was agreed that the original deal would be honoured  - a pdf for was sent to me which I accepted.

However my account remains in the same state - I am shown as out of contract and no order is shown following my latest conversation.

To compound all this my Line Rental Saver is due for renewal and if I try to do this online my Broadband cost is shown as double the amount I have agreed. I rang to query this and was told to renew anyway and not to worry that the amount was wrong - I didn't do this!!.

I have now spent over 3 hours on trying to renew my contract - its almost as if BT don't want my business.

I am at a loss as to what to do next. I don't want to move suppliers, but BT don't half make it difficult to stay loyal

John

[VTTB]

Hi jpshaywood,

Like you, I am out of contract and, as at today's date, am considering re-contracting for Halo 3 with Complete  Wi-fi. However, it's not clear (at least to me) whether or not the new agreed contract price will be subject to the April 2022 price increase, i.e. in a matter of days from now, or if any increase wouldn't be applied until end of March 2023! Would you be able to shed some light on this?

Thanks

JMM

[Les-Gibson]

I renewed in February and, based on the email I received, yes the 31/03/22 price increase will be applied

[imjolly]

Try phoning the options team on 0800800030 and negotiate a new deal and check when negotiating ask about the forthcoming increases

[VTTB]

Thanks for that, Les-Gibson.

[VTTB]

Thanks, imjolly. I'll try that. I went through the more usual 0800800150 route and got put through to the 'Value Team', I think they're called. Are they the same people as the Options Team, do you know? Cheers

[jpshaywood]

I negotiated my deal with the Options Team. It is that team that don't seem able to update my account 

John

PS Still showing out of contract on March 8

[VTTB]

Thanks. I'll see how I fare with them!

[jpshaywood]

I was initially told the new price would not increase this April. This is the first contract that was never applied to my account.

In my next conversation I was told that this was incorrect. I negotiated the same deal with the Options Team, supposedly agreed by a manager ((ie no April price hike), but its still not showing.

Shambles!

I am going to raise an email complaint to the Executive Head Office team  

John 

[VTTB]

I agree. It is a bit of a minefield. I'm now wondering if I should wait until after the price hike on my existing arrangements and then try negotiating a deal!