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How to get a fairer deal from BT

Follow our step-by-step guide to negotiating a fairer deal with BT

Broadband and TV providers can be notorious for charging new customers lower prices than loyal ones. They are known for increasing prices year after year, so it’s important to keep on top of how much you’re paying and what you really need. It is possible to find a different package with BT to help save money, or to get more services for the same price. Here are our top tips on how to renegotiate with BT: -

1. Be prepared and gather the right information

2. Call BT (British Telecom) and get through to the right team. Call 0800 800 150 and ask to speak to the Retention team.

When the agent asks what your call is about, explain how: -

  1. You know that you are paying more than new customers and you’d like to be rewarded for being a loyal customer
  2. You want to get a fairer price for your services
  3. If you aren’t already, ask to speak to the Retention team – this team has the power to give you a fairer deal. You’ll probably need to say that you’re thinking of leaving BT to unlock the best deals.

3. Explain your situation and start negotiating

Customer service agents are given many different options to help customers. They often have to grapple with clunky computer systems, too. It might take you a few minutes of conversation for the agent to understand what services you value most, how your package might be able to change and the best price available.

The discount offered to you might be small at first and you don’t have to accept the first offer. In fact, we’d recommend you didn’t! If you’d like to keep on negotiating, helpful angles include: -

4. If you’re not satisfied with what has been offered…

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