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Message 1 of 4

Renewing a contract

When I contacted By to renew our internet and telephone contract 27/06/23 I also informed them that our Bt mobile contract for two phones was ending.On call the agent advised to transfer to EE at no extra charge for a SIM only deal for two mobiles.The contract issued on 27/07/23 specified internet and Unlimited calls.To my surprise this was rescinded and amended to pay as you go as we changed our previous Bt mobile deal which was NO longer available.Second month showed our bill increased from £53.99 to over £148+.On contacting Bt I explained that the initial contract specified no changes

On phoning Bt they would not investigate at the time.I asked to speak to the manager who made this decision to be told I would be called/contacted NEXT Week ----no date or time.In the meantime to use the phone we have to take out a plan(700 mins @ an extra £8 per month.

I am not sure if this a customer focussed organisation.

Additionally never email a complaint using the BT system as all enquiries are returned as not received.

Good luck if your in a similar position and never assume the content on their website is correct.

 Chris Rees

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Message 2 of 4

Re: Renewing a contract

the 700 minutes plan refers to your home phone not mobile.  if you select broadband with phone then you don't get any free minutes on home phone any longer and need to decide on a call package - PAYG, 700 minutes or unlimited

try phoning retentions 08007831401 and see if they can sort out your new contract



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Message 3 of 4

Re: Renewing a contract

Thank you for your observations.

What we received by email contract on 27/06/23 SPECIFICALLY stated our Halo benefits plus UNLIMITED calls.

The contract for mobiles was with EE at the specific direction who stated that allBT mobile contracts were being taken over by EE.We changed to sim deals

The contract was changed by BT. from unlimited calls to pay as you go AFTER the initial contract which specified our services and was fully explained.I still hold a copy of the original contract

We were specifically told  on 27/06/23 that the mobiles were a separate contract with separate DDs to 1.BT and 2. EE

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Message 4 of 4

Re: Renewing a contract

I would try retentions and see if they can help/clarify what you actually now have and if that is what you want



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