Question about Billing and Packages

[karelwelch2]

I just wanted to ask whether it’s possible to have the Full Fibre 100 package without Halo 3+. We’re currently paying £53.99 per month, and I’m trying to see if there’s any way we can reduce our costs.

[imjolly]

yes  Halo 3+ is supposed to be an add on but from previous posts BT are reluctant to take it of your package and you have to be insistent and persistent to get it removed but you will eventually get broadband without Halo

[Carlusha]

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@karelwelch2wrote:

I just wanted to ask whether it’s possible to have the Full Fibre 100 package without Halo 3+. We’re currently paying £53.99 per month, and I’m trying to see if there’s any way we can reduce our costs.

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You're lucky! We have simple Fibre 80/20 with only Fibre Halo 2 and yet we pay £91.46 a month and increases next month.

Being deaf, on a pension, 80 years old and out of contract, I am advised to use Relay UK but it gives up waiting for an answer!

If only I could remove this Halo online. Why is it that BT do not allow online changes? Ah, I see now, so that customers can be persuaded by Retentions staff to remain on whatever package they have.

[Kodikid]

If you're still in contract then it's extremely difficult. 

BT halo is the hotel California of broadband. 

At the moment for a new customer BT 150mbps is £28

[gg30340]

@Carlusha 

Can you not get some one to call on your behalf.

I can not tell you to have them say they are you so that BT will deal with them so I won't do that.

[Leanne_T]

Hi @Carlusha 

Thanks for posting and making us aware you've been unable to contact us.

I have sent you a private message to get some further details from you. 

Leanne.

[Kimberlin]

One could reasonably surmise that there is something wrong when Customer Service Teams don't listen to their customers.

If a customer, who once out of a standard 24 month contract no longer wants a particular product, then they should be able to call CS, tell them they want a change of product and return items they no longer wish to keep. It's not CS role to argue with a customer when they ask to change the product or somehow persuade them that they need to keep a product or allegedly be economical with the truth by stating they cannot come off a particular package, in this case, Halo. It's no wonder that the only way some customers can achieve a result, is to switch ISP.

@Carlusha makes a great point about not being able to dispose of a particular element of a package online once out of contract. Unfortunately, one suspects that BT would never implement such a useful customer tool.

[chrisjp]

I recall when BT offered me, some years ago, an upgrade from ADSL to VDSL (which provided a significant increase in speed, so no complaints there) their offer implied that I could only get this upgrade if I agreed to the Halo add-on package as well.
Naively I agreed to this and, like so many others, now find myself locked into Halo which offers "extras" that I never use, and allows BT to promote their dishonest "price promise" that "existing customers will never pay more than new ones - no exceptions" which is only true if new customers are stupid enough to sign up for a Halo deal - which in any case is never offered to new customers.
Interestingly enough, my BT contract came up for renewal last December and I was pleasantly surprised to find I was being offered a deal significantly cheaper than the previous one, so I signed up for it, locking me in of course for another 2 years.
But in January our village has been offered full fibre deals from Fibrus at very competitive rates. However, ditching my BT deal so early would incur a huge penalty payment which would be nowhere near covered by Fibrus's buy out offer.
So I suspect BT knew about Fibrus's imminent mobilisation and offered people whose contracts were near their end attractive deals to lock them in.
Or am I being too cynical?

[gg30340]

There should be nothing to stop a BT customer "down grading" their BT package at the end of their "Fixed Term Contract" however the BT Customer Service reps appear to try and prevent this from being possible. It is either bad training from BT or there is an incentive such as a commission bonus or something similar making it extremely difficult for the paying customer  to do this.

If this happens to you, complain to the BT CEO by email, you will find her email address with a simple Internet search. This will result in her Executive Team becoming involved which will hopefully get you the result you are looking for and possibly stop this bad practice from the BT CS reps.

@chrisjp 

"But in January our village has been offered full fibre deals from Fibrus at very competitive rates. However, ditching my BT deal so early would incur a huge penalty payment which would be nowhere near covered by Fibrus's buy out offer.
So I suspect BT knew about Fibrus's imminent mobilisation and offered people whose contracts were near their end attractive deals to lock them in" 

Once you find the evidence of your conspiracy theory can you post it on the forum in order to assist other forum users?

[garybs29]

Or having had experience in the industry it's BT's decision & the advisor's can only offer what they can