Renew now Email issues

[carwynf1]

Hi all! I have had my renewal email with some really good offers! But when I click the renew now button at the bottom of the email and goes to my account,  the actual offers in the email are not there? Can someone from the Mods team help please?

Thanks,

Carwyn

[gg30340]

As per your last post when you were trying to "upgrade" to EE have you tried calling the BT Customer Service 0330.1234.150. They should be able to help you.

[carwynf1]

Yes, I did call them but couldn’t offer me anything better over the phone at the time. But in the email I just have had in the last 2 days the offer is a lot better! Do you think calling BT again they could see this offer an honour it?

[gg30340]

I have no idea if they will honour it but the ball is in your court . Check what other Providers will cost for the same package and if it is better than what BT is offering tell them what is offered and if they won't match or better the offer move to the new Provider. 

[imjolly]

When is your actual renewal date as these offers are often made well in advance of renewal date?

0800 7831401 you try phoning retentions and see what you can negotiate bearing mind offer and what other ISPs are offering

[carwynf1]

Hi all! I decided to stay with BT and had a good deal for me. Problem now is it was ordered on 28/04/25 with regrade date of 29/04/25. I did call advisor yesterday and asked will it definitely be changed, he confirmed that I will get a email when don before midnight. I took his word! Still isn’t changed. Had an email early this morning stating: changes to your order- Your broadband start date is changing from 28-Apr-2025 to 29-Apr-2025 even though the order was done on the 28th! Can a MOD help me out with this please?

[imjolly]

the forum mods no longer have account access so you need to phone CS 03301234150 or you can try message now to billing    https://www.bt.com/help/contact-bt/account-and-billing/broadband

[carwynf1]

Hi all! Just an update. I called in and had a chat with a really good advisor called Anita. She checked the system, and noticed it was stuck on the engineer system (Openreach) she contacted them while I was on the call and they confirmed that they have expedited the order to their back office to get it closed by 2nd. She will call me back on Friday with an update. Not usually common for this to happen but does some times she said! Has someone else had this issue?

Thanks,

Carwyn