Renewal

[sja681]

Paying £34.99 for one of the old Halo 1 packages, I decided to change to the offer during February of Fibre 2 for £27.99. I also changed the BT TV Entertainment package to £10 in conjunction with this.

I asked for a BT TV Pro box and was advised that it would be sent. When the BT TV box Pro did not materialise, I phoned customer service.

I was told that the reason the BT TV box Pro had not been sent was because I hadn't been told there was a delivery charge of £30. I agreed to this and was told it would be dispatched.

I was asked to check and sign an online form containing details of my "new contract". I advised that I had recontracted only a short time ago but was told this was necessary.

I noticed the Fibre 2 was showing as £29.99 rather than £27.99 and queried this. I was told that the pay as you go calls on the landline priced at £2.00 was included in this amount.

Imagine my surprise on receiving the latest bill showing broadband £29.99, PAYG calls £2.00 extra. This was not what I had agreed to or what I had been told.

In addition, on the last bill I was charged £14.00 until mid March for a BT Sim only which I cancelled on 28 February and the predicted next bill still shows a charge for this SIM!

I would prefer a Moderator intervention as I am loath to phone Customer service again!

[DanielS]

Hi @sja681,

Thanks for reaching out to us.

I am sorry that we weren't able to get this right first time for you. We can certainly look into all of this and do our best to help you. I have sent you a private message that you can reply back to me on.

Thanks
DanielS

[sja681]

Thanks, Daniel S, I have replied to your private message and await contact from either you or one of your colleagues.

In the meantime, I have been browsing the forum regards renewals and have come across some interesting information! It infers that contracts renewed in March will not have the CDI price increase until 2024! My £29.99 contract states it starts on 2 March yet I received notification of what the price will be from April 2023. The current (£26.99) offer clearly says no price increase until 2024! Also, in the tariff list it shows broadband at £29.99 and Halo 3 at the same price! If that's the case, why wasn't I offered Halo when I was already on it? Final question - £30 for 'provisioning' of BT TV - why did I have to pay this when I already had it?

[StuartH · Accepted solution]

Hi @sja681 

Thanks for chatting with me over the last few days.

Glad I was able to resolve this and get you on the correct deal.

Any issues let me know.

Cheers

Stuart