Why do BT rip us off ?

[StevieT678]

Thanks Kimberlin.

I do agree in reality they probably don't give a F about their customers. Hence why they deploy these tactics to effectively hide better offers or certainly make it very difficult to access them
It seems to be the same story with all of them, Sky etc...the only way to get honest deals from them all, is to regularly "leave"

And as said, there is no possible way I will be an EE customer, I've had every mobile network at this house over the last 23 years because coverage is so poor and Vodafone is the only one worth using. They're all fine outside the house, but inside Vodafone is the only one that is semi reliable. So no, I do not use Voip for mobile.
A few years back I did try this with O2, but it had the ridiculous setup where if WiFi calling feature was turned on it then disabled voice messaging. Which meant if I was not at home and missed a call....I knew nothing about it. Which for work purposes was not acceptable.

[Kimberlin]

@StevieT678  If it helps you any, things might have moved on a bit from when you last tried using WiFi calling through your mobile. My Wife and I both use iPhones, both are running the latest iOS release. I use two different networks, Spusu and Lebara and both achieve WiFi calling through my TP-Link router with zero issues, receiving or for outgoing calls.

I accept some customers just apparently cannot do without a landline for one reason or another, but for many, not having one isn’t such an inconvenience. WiFi calling isn’t for everyone and for some, unachievable because they might not have the right kit, or their mobile provider might not support it. For us, it’s great not to have the burden of a landline.

[LizzyBizzy]

Hi, I realise it hasn't been that long but did you get anywhere with renegotiating?

My elderly mum has been paying over the odds for years. I am not sure how she even got on Halo 3 but here we are, and several hundred pounds in credit because they increased it to pay off a debt and then never reduced it again.

She does need broadband, just not this premium package. Unfortunately, she is highly resistant to change and will want to stay with BT 🙄 

[Kimberlin]

@LizzyBizzy  If your Mum’s on the monthly rolling contract, she can call them and literally demand to be downgraded to get rid of Halo. But it comes with a warning that seemingly some of the so called call centre ‘experts’ aren’t allegedly very good at listening to the customer.

Call them and don’t be pushed into doing she doesn’t want, for example, a move to EE if she doesn’t want that, or accept a package which isn’t appropriate for her needs. Be aware, any package change will initiate a fresh 24 month contract.

[LizzyBizzy]

Thank you @Kimberlin she is in contract for maybe another six months yet and I want to be prepared when the time comes. Although I am planning to call them when I am with her this weekend to at least get her credit refunded and the DD reduced.

[WSH]

Don’t let the call centre staff know your mother is resistant to change.  In fact, give them the opposite impression.

Do your homework.  Look at what other ISP’s are offering new customers.  Make sure you look at the same package you want, so it is a like-for-like comparison.

Phone BT about a month before the contact expires and make it clear what you want in order to renew, what prices you’ve seen, and that you will move if you don’t get what you want.

There will be resistance to you dropping Halo, as it is a money maker for them.  They may also want to move you to EE, but that shift was abandoned months ago, principally because it was alienating older customers, so don’t believe any nonsense about having to move to EE.

You are in charge.  Make it clear that if you don’t get what you want you’re leaving.

Make sure they email you with a copy of any promises they make, as it wouldn’t be the first time they’ve been known to economical with the truth.

[LizzyBizzy]

Thanks @WSH much appreciated advice too.

[Nigly]

Your post is why customers are leaving BT. No respect for customers.

Yes, people do switch providers but in BTs case they have lost a massive customer base so it is not a balanced switching as your post suggests.

[Kimberlin]

@Nigly  Have BT really lost a massive customer base as you state? Probably not. Many will have switched or been switched to EE which effectively means they never left BT anyway. It’s smoke and mirrors. Operate a single company effectively and efficiently under 2 brand names and errr, it’s still the same company. Take Plusnet. Customers leave BT, go to Plusnet, it’s a BT Company group, different offices but a stripped back service. Heck, if you want to switch out of contract early between those 3 arms of the BT Group, they won’t even let you claim leaving contract early fees. Care to explain why?

You’ll still always have the BT stalwarts, the decades served customers who won’t ever leave, some of them ex BT employees with pensions tied up in the company loyal to the brand until the very end. Others won’t go anywhere else because there’s either no other choice available (unlikely) or they genuinely believe there’s nowt better than the the BT brand, or, in many cases, customers are just too bone idle to help themselves save a reasonable amount of money.

ISP’s are ultimately a choice. Most of us probably don’t care less whether a company loses or gains customers. They ultimately with any sense, just want a decent product and service at a reasonable price.

As I’ve stated before, I personally don’t think BT are ripping anyone off and I think the title of the thread is unfair if I’m honest. It’s customers ultimately who rip themselves off by doing nothing and just accepting whatever service it is given to them at a price which may or may not be worth the cost.

[chrisjp]

"I am not sure how she even got on Halo 3 but here we are..."

When I was on ADSL broadband some years ago, and BT offered me an upgrade to FTTC, they sneakily included the HALO 3 add-on and implied it was an essential part of the FTTC service. I wouldn't be surprised if that's how your mother got it.