Renewal

[KatieMason81]

Hi there, 

After some advice. Have spent the last 1.5 months being promised call backs and being ignored on emails. 

I tired to renew our broadband package. Unfortunately, we can't have fibre or anything remotely better than the basic, due to our location. 

An operator offered me a package and said I could reply by email if I wanted to go ahead. She hasn't replied back to me. Another agent has asked her to contact me and didn't today. 

The long and short of it, is how can I get the price she offered? The most recent operator said he can't find that price anywhere and won't honour it, even when I have the offer on an email. 

My contract needs upgrading in 2 days 😬.

Thanks for any help! 

[Rach_H]

Hi @KatieMason81,

Welcome to the Community!

We want to find you the very best plan when it comes to your new plan, so I'm sorry to hear you've not received the callbacks you were expecting, and that we've not been able to get you the plan you wanted. We don't have account access here on the Community, so you would need to get back in touch with the team, and they would need to see what they can do.

Rach

[TimCurtis]

@KatieMason81 

Quite frankly unless there's a significant difference between what your 30 day rolling contract would be and any offers you receive then I'd just stick with being out of contract.

Problem is these days the guides - as they're called now - cannot be relied upon and there have been many case of straightforward deception and I speak from personal experience.

Contacting BT or EE customer services can be risky and best avoided if possible.

Also in the recent past the previous set of moderators would jump in and help resolving such issues and again I can speak from personal experience.

[Kodikid]

If you have proof of the original offer (email) and they won't honour it then just vote with your feet as they obviously don't value your custome.