Trying to renew contract- BT are a disgrace

[Graham71]

My contract is up for renewal shortly and I rang retentions to see if I could get a better deal.  I made it crystal clear I wanted to keep every as I have now but at a reduced price.

To cut a long story short, they agreed to a £5 reduction which I accepted.

However the contract details have arrived a I have lost a lot of my benefits as follows:

" Sorry you won't get the following benefits because you have changed your broadband. You will lose the following:

Home tech expert

Keep connected promise

Mobile data boost

And you won't get broadband back up with unlimited data if your broadband stops working."

I never agreed to this so I rang back and told them to cancel this and I will revert back to my original contract and let it roll over.  They said they would do this but I have no confidence in BT.

I am really concerned now that I will lose my service. Can anyone give me any practical advice as what to do?

I am really disgusted with BT. I made it absolutely clear I wanted everything the same yet they do this to me and I really don't want the hassle of trying to sort this out.

As I say any advice would be appreciated

[licquorice]

Amazing, virtually everyone else posting on this forum have been trying to do what you have done and get rid  of Halo3 and have been unable to do so.

[chrisjp]

These 4 things you'll no longer get are part of the Halo deal and actually are pretty inconsequential.
The 4th one looks to be more value, but the backup is they send you router which accesses the BT/EE mobile network and provides a WiFi signal. However, there have been a number of reports from posters on this Forum that say this is often very slow and not much use.
If you have a mobile phone you're probably better off switching on its mobile WiFi hotspot and using that for your internet connection if you lose broadband

[simonali]

BT are an awful company and the blending with EE has made them all the worse. When I renewed my broadband contract I got a loyalty discount only to find that the price they quoted me on the phone didn't include the line rental, so it actually worked out I was paying more than before.

I had been upsold to Halo 3 and got the EE back up router with the new package. I never found a single place in the house where it would work so it's still in the box.They also got very aggressive about me posting back an old router.

I was also assured that my property would be upgraded to full fibre in the next 6-12 months. That was 18 months ago.

BT also persuaded me to "upgrade" my BT Mobile phone to EE at the same time. I lasted about 3 hours as as soon as I stuck the SIM card in my phone I started getting ads sent to it by SMS. I immediately cancelled the new contract but got charged for two months for those 3 hours!

Broadband contract is up in July and BT/EE won't be getting my money.

Venting on here as making an actual complaint is both a pointless and immensely frustrating experience. They don't care!

[Christopher_G]

Hi @simonali 

I'm sorry to hear that you're not happy with your service. I understand you were posting to vent your frustration, but I would recommend making a complaint. This will be logged against your account and go through our complaints procedure.

Chris

[Graham71]

Thanks Chris, I will do that.

I asked them to revert back to my original contract as I was within the 14 day cancelation period. They still haven't done that  and It's frustrating  having to keep talking to different people and going through all the issues again.

[SouthWest1]

I had Halo3 and with the contract coming to an end decided I did not need the extras and Fibre 2 at £15/month less  was the way forward.

It took a lot of calls to sort along with moving to Digital Voice at the same time. The system didn't allow a renewal at a lower price so had to be a manual order.

[Graham71]

Chris

Not sure if you can point me in the right direction but this morning I have been told that to stay on the same package I have previously had they want an addition cost of £40 per month taking me up to over £90. They say they can't do anything else.

I just don't know what to do because speaking to people just makes the situation worse. Ant advice?

[Graham71]

Just to say everything is now sorted- I hope- I spoke to a very knowledgeable guy in Belfast who managed to sort everything out.

But why should it be so difficult? I spoke to numerous people who all told me a different story and I have spent hours being given the run around. BT should and must be better than this.

Credit to the guys in Belfast who were brilliant.

[oldrunner]

Why does your complaint procedure not have an online option?
It's phone or write in?