Fibre 100 Pricing Issue?

My father is in the lucky position of being able to order FTTP now and given his current 20Mb/s package costs him nearly £36 a month I was trying to upgrade him to Fibre 100 at £39.99 a month. Every time I try to do it on the website though it comes up saying it will cost £59.99 a month once you get to the checkout and there are no other options selected or listed (e.g. full wi-fi).

Anyone seen issues like this? I will try to call BT later today but as I won't be with him when I do it's unlikely I'll be able to get anywhere given they will want to speak to the bill payer no doubt to resolve it.

Seems like a phone call is the best option.

If you use the following link:
https://www.bt.com/campaign/full-fibre-240

You can get BT Fibre 100 for £29.99 a month instead of the standard £39.99.

I had hope then, but alas it says he's not allowed. It lists all the packages, but BT seem to think that showing £39.99 on one screen (or £29.99 on the link you provided) is fine but when he tries to order it says he's not eligible, yet still offers the same thing at £59.99.
........

Packages: Choose your package
Sorry, the package you've selected isn't available. Please choose another from those shown below.

If Fibre options are not listed, you're not eligible for those packages.

Because you're already a BT broadband customer, the package you selected isn't available.
Please choose one of our existing customer packages from the list below.

In reply to a post by fig:

I will try to call BT later today but as I won't be with him when I do it's unlikely I'll be able to get anywhere given they will want to speak to the bill payer no doubt to resolve it.

If they haven't stopped it, they used to let customers register someone to call on their behalf. IIRC you can set that up online via his account.

Might be worth a try.

As I expected, I see from your later post that he cannot have it because he is an existing customer. Two points worth noting.

1) I thought that was now frowned on by Ofcom but I'll leave you to look deeper into that.

2) Another useful line of approach could be the Retentions department that you should be connected through to if you take the "Thinking of leaving" option on the system. Staff there can do all sorts of things .

Edit: Bear in mind the offers are often time-limited and may rise to the higher price during a longer minimum term. Though it looks like those aren't.

Edited by pluralist (Tue 15-Jun-21 13:23:33)

Are they already a BT customer? It may be they are not matching new customer pricing or without realising it adding an option is bumping the price massively.