Bt not honouring contract

Ger4ever

I recontracted with bt in October for my broadband and btsports on a new 24 month term but have had issues with my bills every month since. I’m on a discount package for both of them but I done a home move through their website in December as I was moving home in January, received the email confirming the move keeping the same contract and discounts. I got my bill in January it had removed the discounts, spoke to an advisor who said it was a glitch with their systems and would be fixed for this months bill. Got my bill today and my discount for the broadband was missing again. Called them this evening spoke to billing team who refunded the difference and would raise a complaint to fix it, she then passed me over to the value team for them to have a look at it. Got onto value team who had a look at it they spoke to their manager and said I shouldn’t have got the discount for the sport part as it was a glitch in their system and said they couldn’t honour the contract on the same terms if I wanted to keep the same package. They said if I raised a complaint it would go to a team who investigate accounts but would then lose my sports discount as I shouldn’t have got that plus I wouldn’t get the same broadband deal as they don’t do that now. So basically their saying to keep the package I’m on just now don’t complain and lose the broadband discount they agreed to in October. Can they do that if a contracts been agreed?

the_lunatic_is_in_my_head

BT told me the package I took out would be £40 a month, they neglected to mention the £40 price included a £5 discount for having both broadband and mobile.

As the package was a 4G hub to replace the existing standard broadband it was obvious we would no longer keep the standard broadband (no fiber here and standard broadband was running at around 2MB), even if it wasn't obvious I said as much on the sales call. 

We kept both for a short overlap to ensure the 4G hub would work (as they couldn't guarantee it would) and once we cancelled the standard broadband our 4G went up to £45.

I complained and went through 6 or 7 levels of customer service, all offered some kind of goodwill which I declined, all told me if I went further up the chain the current goodwill was off the table and the next person might offer less.

In the end they credited the account with what I was asking for, £5 x the number of months left on the contract so we pay £40 a month as it were originally sold. 

If they can't give you something you can't have it on your monthly bill so you have to go back to the value team to ask them to credit what you are losing for the rest of the contract term and ask for it go higher each time they don't offer what you want. It's a long process of call backs which might take up the best part of a day. Keep it polite and calm, more flies with honey and all that. 

The only thing you'd have to check is whether moving home allows them to alter your contract, if it does they may be less likely to offer the full amount you aren't getting. 

JJ_Egan

Moving home usually starts a new contract .

Ger4ever

The contract stayed the same I have the email confirming I’m staying on the same offer I was given in October. I thinks it all to do with the sports offer that was given to me through there website there basically saying that offer shouldn’t have existed so there trying to claw there money back another way. Surely if you’ve signed up to an offer and given it for whatever term they can’t change it due to an error at there end. At the end of the day if I hadn’t moved home nothing would have flagged up and I would be on that offer anyway for the minimum term.

Al_Ross

Hi Ger4ever, I had the same problem when I did my first Home Move on line. Got it sorted eventually and have had to do the home move another 4 times since, this all in the space of about a year and each time since the firstI  phoned and emphasised to make sure all my discounts were kept and they listened and they were.

I can’t see how this can't be easily sorted if you have not changed your package fact also after the first home move I am now on BT Halo.