Contract Renewal Query

[Aaron1974]

Hi

We are due to renew our contract in March, but when we say we need a phone line are only given the option of the same package we currently have.  However, if we say we don't need a landline we are given the full fibre options.  Now, these don't provide Digital Voice as an option on these upgrades - despite it showing as an option for a new customer.  

Additionally, it is a lot cheaper to take a full fibre package as a new customer compared to an upgrade as an existing customer.

Can anyone explain why this is the case?

Thanks

[Philile-TT · Accepted solution]

@Aaron1974 can I ask that you please refer to this thread. @ferguson thank you for your support. 

[ferguson]

OK. I am a wee bit confused in light of your other topic about replacing your router. Do you have Full Fibre with digital voice presently? 

[Aaron1974]

I was checking online as I have been having issues with speed and they have opened up the contract renewal window already.  The problem is we still need the Digital Voice and it's a bit odd that they don't offer it to renewing customers.  I know I can wait until later, but if we continue to have speed issues will want to commit to changing to Full Fibre sooner rather than later.

[ferguson]

Who/what have you have been checking with? The online options are not particularly helpful and in any event renewals are best discussed directly with the customer loyalty team. You still have someway to go until your contract end date, so it is probably worth waiting until nearer the time.