Unlimited calls boost package

[MS1083]

Hi about a week ago I renewed by fibre 65 on a new 24 month contract. Along with this I was promised half price (£8/month) unlimited calls boost for the whole 24months until April 2027. 

My online account correctly shows the fibre 24 month contract but it says my calls boost will end in Jan 2026. I have tried using live chat to correct this but I'm just being told its correct their end  and I should disregard the end date showing on my account online. I get the feeling they will say anything to me, whether it's correct or not, to ensure I renewed my contract.

I'm not happy with this, I only renewed my contract due to anytime calls boost package deal but I'm extremely concerned come Jan 2026 I will be charged full price despite what I am being told.

Should I cancel my renewal while I still can and go back out of contract? (I'm still in the 14 days cooling off and my previous contract was fixed price so good value anyway) It is no advantage to me to renew unless I get this calling boost half price as promised. Or how can I get it correctly updated so it shows the half price until April 2027?

[sabelo-TT]

@MS1083, hey there. 

I want to apologize for any issues this may have caused. I've thoroughly checked your account on my end. However, due to privacy concerns, I can't share your account details publicly. Instead, I'll share my findings with you privately. 🙂

Thanks.

[MS1083]

Thank you. That makes sense. They have re contracted my fibre then but failed to apply the promised half price calls boost.

They need to have removed the old boost then applied the new 24month half price deal and that's not happened. As it stands I will be charged full price from Jan 2026 despite being promised otherwise.

I hope a staff member will review this conversation torrow? and sort it. Otherwise I will probably just cancel my upgrade and revent to the out of contract plan I was on.

[Gliwmaeden2]

If it was previously due to end January '26 then it would need to be re-added if you want it to start with this new contract  - I don't know if they can even discount it for 2 years in one go, though.

The problem is, when it's removed, they need to be jolly sure that there's a new discount that they can actually apply.

The same goes for any time after the first month. If you want to remove it for a while and then re-add it, you need to be sure you are catching a deal. It's not always available at a discount. 

So staff will need to check what happened there.

If it can't be sorted through the forum, your best point of contact is 03451 720088 [9am till 7pm weekdays, till 6pm Saturday]. They are familiar with contract issues.

Ask them to send you emails at every stage, if you are on the phone. I wouldn't put it down until I'd received both one confirming removal of the old boost and another confirming application of a new discount for the appropriate amount of time.

But only change it if you know the discount CAN be applied.

If it can't,  you are obviously better hanging onto the old deal and keeping an eye out for discounts meanwhile, so you nab one when they appear. Again, the old boost would have to be removed first by staff. The new one applied whenever it happens. 

[MS1083]

Previous contract had ended but as on fixed price the annual price increase was negligible as linked to inflation.

My confirmationary emails only mentioned the fibre package. Apart from a saved live chat I have nothing in writing about the calls boost. And no, I never got an email cancelling the previous one, that is the one that was due to end Jan 2026. 

[Gliwmaeden2]

Were you close to the end of the previous contract, @MS1083?

The old phone boost would need to be removed and the new deal applied afresh to the new contract - did they confirm removal of the old one and application of the new?

This is usually notified in emails separately from the main Broadband contract information.