new customer / existing customer price match - ofcom

I *thought* ofcom introduced guidance or even rules that ISP's should offer existing customers the same deals as new customers if the existing customer signed up to a new deal?

I searched the forums, as I was remembering this being discussed a couple of years ago, but my searches did not find anything useful. I did find the requirement that ISP had to notify that your contract was ending, but no mention of price matching to new customer deals.

As usual, loyalty is wasted .

I have always phoned the ISP up when nearing end of the contract and have always been given either the new online for new customers or better.

Paul

+1. Just tell them you’re leaving (and mean it)

I have never needed to do that, I just phone and have always got a great deal.

Paul

I see you’ve never had the ‘pleasure’ of dealing with the likes of Virgin then 🙈😂?

Agreed but making sure that you deal with the retentions team.

In reply to a post by Pheasant:

I see you’ve never had the ‘pleasure’ of dealing with the likes of Virgin then 🙈😂?

Oh I have for a year of them each month lying to me saying it was coming into my area, TBH I am glad they never came into my area.

Paul

In reply to a post by longedge:

Agreed but making sure that you deal with the retentions team.

Oh I just phoned up the normal FTTP (when with BT) that I have always used and said that I was looking into renewing my contract and wanted to see what good special deal that they could offer me there and then, I was always polite.

And every time I have done that I have always got a very good deal which has always been cheaper that what was shown online.

I did the exact same thing when signing up with Community Fibre, and I got a cheaper monthly price that what was shown along with a free month plus a public dynamic IP which is very sticky that's linked to my routers MAC, so in a way I sort of have a Static IP that I can request to be changed when I want.

Paul

Fair enough, just a matter of what works for you. Each time my renewal comes up. the first thing I do is have a good 'look around' to get a realistic idea of what's available in terms of price and then I ring up choosing the 'I'm thinking of leaving' option.

First question is what is your best offer for me to stay and if that is =< to what I've previously found then just go with that otherwise give details of what I've found and ask whether they can match it. I've been with Plusnet since the late 1990's

p.s. - my initial search does of course include Plusnet.
p.p.s - I agree 100% with your point about being polite, very important to treat people as you would expect to be treated

Edited by longedge (Fri 05-Aug-22 15:24:08)

Hi all, I found the Ofcom communication at last: Fairer prices for broadband customers

So it is strange to me that, at least my experience with Plusmet, was they did not offer the same deal as a new customer - not the first time I rang anyway.

So does this agreement with Ofcom have any teeth, or simply forgotten as the years move on?