My aunt is currently out of contract and has a Halo package. She wants to pay less for Broadband but as an existing customer there is no option for her to downgrade to Fibre Essential. As a Halo customer (with Anytime calls) the cheapest deal I can get her is £62-49 a month but if it was downgraded to Fibre Essential with Anytime calls it comes in at about £48 per month. BT won't let her do this. As a loyal customer I find this very strange. I am thinking of moving her to another supplier simply because BT don't seem to want her as a customer anymore on a cheaper contract.
When you say ‘BT won’t let her do this’ are you referring to the online ordering system? Because yes, that is set up only to let you renew or take new contracts at a higher price point.
If you are out of contract and want a cheaper deal this is possible, but you need to run the gauntlet of the call centre ‘guides’.
Prepare yourself to get cut off a few times when they realise you are going for a downgrade. Just persist by stating you are out of contract, and that Halo guaranteed you the same prices on renewal as a new customer (I was informed at one point this only applies to ‘new Halo deals’ despite the fact this is not mentioned anywhere in BTs documentation). Have the detail of the ‘new customer deal’ you want, as taken from the website, to hand.
Hopefully you will eventually get an agent who will build the new package and put it through for you. I got a significant reduction in price and a faster full fibre connection by persisting.
