Renewal offers in email not available on-line

[scuba_junkie]

My Full Fibre 100 expires soon and I have just had an email offering me a renewal of Full Fibre 500.

When I click the link in the email, it takes me to bt.com and I'm only being offered a renewal of Full Fibre 100. Currently on hold to the 0800 800 150 but if it doesn't get answered soon I'll give. up and renew 100, costing BT 2 years of the higher premium.

What kind of customer service is this?

[Rach_H]

Hi @scuba_junkie 

We want to get you the very best deal when it comes to agreeing your new plan, so I'm sorry to hear about the trouble you're having with this. I hope the team have been able to help you get this sorted.

Rach

[scuba_junkie]

It turns out that, despite what I was offered by email, the infrastructure physically can't deliver 500Mb .

[ArtyVark]

Check it yourself.
https://www.openreach.com/fibre-checker
enter postcode and select your address.

[chrisjp]

So why does BT send out emails offering what it should know it can't supply?

[scuba_junkie]

Good question Chris, my thoughts exactly. Perhaps they're using the Openreach broadband checker, which doesn't know either.

To be fair to 150  they did a little digging and found that the most they could offer me was 330Mb, which seems reasonable given what I know about the fibre kit we're actually on. But the price was not as favourable, and I didn't want to move to EE.

The gord lord giveth, and the good lord taketh awa y!