Total Confusion Renewing Broadband Package

[dave2951]

I have been a customer of BT for some 45 years. this month I received a email from BT telling me time to renew my Broadband package. I decided to upgrade from Fibre 1 to Fibre 2. On attempting to complete the order on the website on one occasion it informed me issues with the site try later on attempting again later checkout never activated and so I telephoned BT. I was put through to tech faults who informed me there was no record of a order and he supplied me with the number for sales. On speaking with a Agent she informed me it was easier to call and she then advised and sorted a cheaper package via EE which was to start on 20/3/24. I then via email received all the details of the package and the DD mandate which I completed, that was on 16/3/24. On the day it was to commence I received a text from EE there is a problem with your package we will get back to you.? I then checked the EE account no package details then went to BT account to find I was now on Fibre 2 for 2 years. No emails to confirm this package had been set up or anything. I then spoke with BT complaints who stated I took the package out on 17/03/24. (My history activity shows I never went on their site that day. Asked why no email confirmation of the package answer your communication settings state no contact (They state email only). Anyway I told them I wanted the EE package and I was told it would cost me around £4 per month more as I had taken out a package with BT and they simply closed my complaint. I am now going to leave BT but can anyone suggest who I write to or other actions they were totally disinterested.

[iniltous]

Many BT Fibre 1 customers were given a ‘free’ upgrade to F2 speeds many years ago , long enough to have been forgotten , but AFAIR , the ‘bill’ continued to show F1 even though effectively they were getting F2 benefits.
It’s entirely possible that an ‘upgrade’ from F1 to F2 will be spit out by the supplier back end systems ( Openreach ) if the client is already on F2 ( you cannot upgrade F2 to F2 ) perhaps that’s the issue .

The rest of it is not acceptable, and if it’s your choice now to leave , so be it , the BT Mod may offer to assist, but TBH if your mind is set on leaving, its not really going to accomplish much , plus if anything could  be resolved , presumably that would need EE not BT to be involved.

[dave2951]

Thanks for your reply I spoke with EE explained the issue and as with BT showed no interest and even sent me notification my complaint had been closed. I know the answer but obviously cannot prove it and that is BT website was on the blink I applied for Fibre 2 on the 15th March (evidenced by my browsing history) and it has then been actioned on 17th March but the day after EE set up their package. Looks like I need to vote with my wallet lol.

[dave2951]

Just to add insult to injury the fibre 2 Package stated I would get a Hub2 to replace my 6 year old Hub 1 nothing.

[imjolly · Accepted solution]

you would normally only get a new SH2 if you were moving to digital voice otherwise the hub you have is sufficient for your needs and for some better as you can split the 2.4/5ghz networks but you can't with SH2

[cooldude2024]

 imjolly That is interesting, today when phoning to upgrade at no extra cost from Fibre 2 to Fibre 100 I was told a new Smart Hub 2 would be sent ( has been ordered) P+P cost £11.99 ( now waived). My initial response was I already  have Smart Hub 2, answer was need a new one as holes are in a different place.

Last week when upgrade order was initially placed wrong package was selected by guide extra £2.00 per month new Smart Hub 2  was not ordered.

[dave2951]

I sent a email of complaint to BT consumer Resolutions 3 days ago not even acknowledgment of receipt received.

[NeilO]

@dave2951 I'm also confused as to why this has happened. I wonder if the problematic online order eventually went through causing these issues? I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help figure out a solution.

Thanks

Neil

[dave2951]

Thanks for that I also provided them with that being the reason and also not being my fault but they were not interested.