BT Loyalty team almost halved my payment after I signed up with Plusnet

MrMcfister

I think this will be worth a look. I was fed up with the BT price hike and phoned up on Monday having had their e mail telling of the price rises. I told them I wanted to close the account and of the better deals elsewhere. I told them that I knew that because of the Ofcom decision I could walk away from my contract without financial loss. They asked what price I had seen and I told them of a couple of deals with PlusNet and ORIGIN that would save me about £250 a year. The lady said that she understood but that she could not match the price of those deals. I then contacted PlusNet and signed up with them. Today I had an email from BT saying that they knew I had contacted PlusNet and was leaving them but that I had to pay £46 to move. If there were any queries then there was a number on the email to ring. Needles to say I rang the number and told the chap why I was ringing. He explained he was in the 'Loyalty' team and again asked why was I leaving. I told him the tale and that his colleague said she could not match the price of ORIGIN or PlusNet. Well surprise surprise he asked what deals I had seen and then with a stroke he told me that he could offer me a similar deal and he also cut the cost of BT Sport HD by 2/3s.(I had cancelled that as well) .He told me I would have to phone Plusnet to cancel the contract I had been planning and get this.. he even put me through to them for me! I wondered if BT deliberately send out the email about owing them money and know that anyone getting them had actually applied to another company and was serious about leaving and so the 'Loyalty Team' were allowed to do their thing. Anyway I am saving over £250 a year on this new contract so some readers may want to have a go too?

[Deleted User]

I might try that with Sky for the same reasons, 1 hour and 35 minutes on live chat to no purpose this morning after a (much) shorter phone call the day earlier.

grumpycrab

My BT 1st year package comes to an end soon; monthly charge will go upto about £34 (phone, broadband, BT Sport app; EX. rental; bog-standard ADSL); what offer should I be going in for? Is £17 fair?

AndyPK

Interesting.

Maybe cancelling BT sport helped.

As plusnet is owned by BT there are two thoughts.

1) It's easier for you to stay where you are (less work for them) so they may as well do you a discount

2) They will still earn money from you if you moved to plusnet to they could just let you.
Maybe they would have to pay cash back?

JJ_Egan

Saving £250 a year but out of what total cost was that ??

Legaleagle50

I have had 15 months of appalling service and broken promises from BT resulting in a complaint to Ofcom. I went to Plusnet and BT told me I would have to pay to end my contract. This was untrue as the 12 months contract had expired. BT then offered me a package for Infinity Broadband cheaper than my existing contract which has speed of 1mbs or less. Because of history with BT I wanted time to consider. BT accept that the offer was made but don't wish to honour the terms. After 40 years with BT I cannot wait to see the back of them. Customer service is nonexistent and promises are not kept.

[Deleted User]

Legaleagle50 wrote: »

I have had 15 months of appalling service and broken promises from BT resulting in a complaint to Ofcom. I went to Plusnet and BT told me I would have to pay to end my contract. This was untrue as the 12 months contract had expired. BT then offered me a package for Infinity Broadband cheaper than my existing contract which has speed of 1mbs or less. Because of history with BT I wanted time to consider. BT accept that the offer was made but don't wish to honour the terms. After 40 years with BT I cannot wait to see the back of them. Customer service is nonexistent and promises are not kept.

Out of interest how long expired between the offer and your attempted acceptance?

Legaleagle50

Contacted BT the same day, the following day and the day after that. The last call I was told that the member of staff I was speaking to was not authorised to confirm the offer but the person who made the offer would call me back . Needless to say that was the last I heard. I am aware Plusnet are part of BT but I can only hope they offer better service than the parent company.

[Deleted User]

Legaleagle50 wrote: »

Contacted BT the same day, the following day and the day after that. The last call I was told that the member of staff I was speaking to was not authorised to confirm the offer but the person who made the offer would call me back . Needless to say that was the last I heard. I am aware Plusnet are part of BT but I can only hope they offer better service than the parent company.

I contacted BT about price increase on Friday, they wouldn't put me through to retentions and said someone would give me a call back in five days! Eating into my 30 days switching period. Needless to say now switching to Vodafone. Hoping that they will be better.

mac.d

Legaleagle50 wrote: »

I am aware Plusnet are part of BT but I can only hope they offer better service than the parent company.

They can't really be much worse than BT in terms of customer service, as I think they have to be about the worst ever. Whether the quality of the service they provide is better or worse is a bigger question.

anneliese123

I have been with EE , PLusnet and now Talk Talk , my personal experience is they are all as bad , have poor customer service , can't comment on BT , never. Been with them