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Message 1 of 11

Why can’t I get the new customer price as an existing customer

My 900 halo 3 + is ending and I’ve phoned up customer services and was told the comparative package that is available online with a cheaper price  is only for new customers. What is the point of being a loyal customer. I wish it was simple to complain. I want to stay on bt  but with a cheaper price as I don’t see the point in moving over to ee broadband to basically pay more and not even have the same type of package.

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Message 2 of 11

Re: Why can’t I get the new customer price as an existing customer

@hannahp21 

If the out-of-contract price is less or equal to  what BT or EE are offering, then just carry on as a rolling monthly basis. Just because a contract ends, you will not be disconnected, and you will keep things as they are.

 

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Message 3 of 11

Re: Why can’t I get the new customer price as an existing customer

I understand what the options are but my query is why new customers are being offered the same package that I have for £15 cheaper than existing customers. 

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Message 4 of 11

Re: Why can’t I get the new customer price as an existing customer

Only BT know the answer to that.

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Message 5 of 11

Re: Why can’t I get the new customer price as an existing customer

Vodafone is doing the same thing, which is why I'm currently a BT customer.  And with the price BT wants to charge me to remain a customer, why will I probably leave when my contract is up?  Almost all suppliers do it, and you'll either have to negotiate a personal discount, or change suppliers!


I only learn by making mistakes and owning up to them - boy do I learn a lot!
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Message 6 of 11

Re: Why can’t I get the new customer price as an existing customer

…because they know they don’t need to encourage existing customers to stay.  They know most of them will moan but pay up because they are be too lazy to leave.  (No offense meant to anybody).

Just as people had to start changing car insurance provider every year and that industry finally got the message, customers will need to start moving every contract if they want a good deal.

And it’s not just ISPs.  Whoever coined the expression “rip-off Britain” had it down to a tee.

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Message 7 of 11

Re: Why can’t I get the new customer price as an existing customer

"My 900 halo 3 + is ending and I’ve phoned up customer services and was told the comparative package that is available online with a cheaper price is only for new customers."

This comment by a telephone agent exposes BT's claim that "existing customers will never pay more than new ones" as a downright lie. They get round this by "upgrading" existing customers to Halo deals, while offering new customers much cheaper non-Halo deals. Then they make it EXTREMELY difficult, if not impossible, for existing customers to downgrade from their Halo deals.
Disgraceful behaviour but, as another person has commented, all the ISPs now employ similar tactics.
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Message 8 of 11

Re: Why can’t I get the new customer price as an existing customer

Yes most customers will not leave as the dont want the hassle of moving to another company.

The now Sky are offering existing customers a similar deal to what new customers are being offered depending on package.

With most companies it all depends who you get in the phone or online chat when you are renewing your contract.

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Message 9 of 11

Re: Why can’t I get the new customer price as an existing customer

Perhaps the OP can state what their renewal price is and what the new customer price is for the same products they have , 

FWIW , if I look as a new customer Halo3+ isn’t even an option to buy ( so makes me wonder how the OP has managed to compare a new customer price if Halo 3+ isn’t sold anymore )  , of course it’s possible that different areas have different offers , but if I bundle  the main benefits of Halo3+ that is Complete  WiFi and Hybrid connect  with 900Mb ( so not an exact comparison as Halo 3+ as more benefits that just those 2 additional items ) , the new customer price is £62.54 ( that’s without a phone service ) ,

TBH without any information regarding the price the OP is asked to pay and what they are comparing that to , how can anyone either agree or disagree with them ? , it may well be the case that they are being asked to renew at a higher price than a new customer but we have nothing to base an opinion on .

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Message 10 of 11

Re: Why can’t I get the new customer price as an existing customer

It was ever thus and you should know this by now as it has been the policy of BT for decades.
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