broadband+hybridconnect renewal order messed up: how to fix?

[casaschi]

Hello,

My BT broadband contract was soon to expire and I received a renewal offer from BT that I decided to accept.

My BT service was a combination of the "Fiber 2" option (no full fiber option at my address) and Hybrid Connect.

The offer was supposed to simply renew the existing services for a small discount, no change whatsoever to the offer.

To my surprise, it seems BT decided to drop the Hybrid Connect add on. Today, on the morning of the renewal date, the hybrid connect device starts flashing red and I receive emails from BT asking me to return the Hybrid Connect device. The order tracking also shows that I need to return the Hybrid Connect kit.

I called BT this morning and I was put through a "BT guide", they must have been from sales though. They confirmed that Hybrid Connect was dropped from the service, but they could not do anything to fix it until the order is fully completed (not sure if the order would complete until I return the Hybrid Connect device); they could sell me immediately an upgrade to something that I don't need though. They went a long way explaining that it was my fault for the Hybrid Connect option to have been dropped during the order process, however I still have an order summary that shows the option added to the package as part of the order (see picture below of the order summary with personal details removed).

Clearly talking to BT and being handled by sales is not the way to fix the problem.

Anyone here that can put me in touch with someone in BT able to put Hybrid Connect back onto my account, preferably without having to return the current device and wait for a replacement to be shipped back?

My BT account username is the same email I used to register the account on the BT community, if anyone from BT  cares to look into this.

Any advise how to convince BT to fix their mess and continuing pocketing few quid more from me for Hybrid Connect?

Thanks.

[imjolly]

to get the hybrid connect you need to have added the Halo 3 or 3+ option and only the 3+ option gets the hybrid connect at setup whereas the Halo3 gets hybrid connected by request if broadband connection problem

https://www.bt.com/help/broadband/learn-about-broadband/bt-halo/what-is-bt-halo-and-how-can-i-get-it...

[casaschi]

@imjolly my contract before the botched renewal had Hybrid Connect as standalone (without any of the other Halo stuff) for 7.55. The order details showing in the image I'm posting shows Hybrid Connect as an add-on to the renewal order.

I know I could get Hybrid Connect as part of Halo, but I do not need all of that. I just want to continue having Hybrid Connect as a standalone add-on, as shown by the order details.

If this is not offered by BT anymore, BT should have told me before the renewal.

Anyone I've spoken to BT so far tells me a different story, yours is yet another one. Nobody seems to have a clue how to fix my order, everyone's point seems like "the order is entered like this, so bad".

Anyone with a suggestion how to fix the botched order, or to whom I should talk to (please do not send me to BT sales)?

[licquorice]

There is no other route, the mods here no longer have account access and everyone else are just customers.

[casaschi]

@licquorice MODs used to be able to forward issues to someone with a clue. Is that not an option anymore? 

I still see many recent cases where mods are sending private messages to discuss/escalate issues. In the past, this worked for me a lot better than calling the support line and discussing with someone suggesting that I'm the root cause of the problem and offering no fix 😞

See this for example: https://community.bt.com/t5/Bills-Packages/BT-confirmed-renewal-offer-then-rescinded-it/td-p/2438293

[licquorice]

I'll flag your post and see what transpires.

[casaschi]

@licquorice Thanks!

[Christopher_G]

Hi @casaschi 

I'm really sorry to hear of your experience with your order.

I know you've mentioned calling a couple of times, but do you know if a complaint has been raised by our Customer Support team? Once a complaint is opened on your account, it should be managed to a resolution. 

Chris

[casaschi]

@Christopher_G thanks, but raising a complaint is where things get very convoluted. On the same evening I did the order, I had an online chat with a BT representative that suggested for the order to complete and that the existing Hybrid Connect device should not stop working. When the device did stop working this morning I called first 03301234150, then switched to a web system, then told to call 03301231365 instead. This is where I talked to someone that introduced themselves as a "BT Guide" and concluded that it was my fault; they could not fix the order, suggested an "upgrade" to a different EE order. 

So you tell me, did I open a complain with the correct people that are supposed to fix the issue? Or did I speak to the wrong people? How can I tell? On my online BT account, there's no fault for me to track. 

I'm totally lost.

[Christopher_G]

Thanks for explaining some more, @casaschi 

Your posts got caught in our filters, so I've released your first reply onto the thread.

Although we don't have access to customer accounts here in the community, I can see if I can get someone to help you with this. I'll send you a private message to get a little more information from you. Please keep an eye out for it and reply to me there.

Thanks

Chris