topic Re: New or Existing Customer? in Broadband & Landline

New or Existing Customer?

MF40 — Tue, 08 Apr 2025 17:34:53 GMT

Hi All, hoping someone can give me an authoritative answer to this, as I've had conflicting info in another forum. I'm currently getting Broadband and phone from BT, and I've been with them for several years - I'm now getting ripped off to the tune of £90-odd a month for 72 Mbps! I'm looking around for other providers, and my question is this: if I go from BT to EE, would I be regarded as a new customer, or as an existing one? Need to know, as it makes a BIG difference to the price! Many thanks.

Re: New or Existing Customer?

JimM11 — Tue, 08 Apr 2025 18:30:50 GMT

@MF40 You would be regarded as an existing BT customer and why £90 that is way excessive for Broadband and phone, do you have other addons for TV, landline, halo, special e-mail, mobile etc

BT Change you over to the EE side, and match your price as close as possible.

Re: New or Existing Customer?

Chris_B — Tue, 08 Apr 2025 18:31:56 GMT

@MF40 Have you spoken to customer support about changing over to EE to see what’s actually available to you as an existing customer. You might be surprised on what’s offered, the EE website is for new customers not customers changing over from BT to EE.

Re: New or Existing Customer?

MF40 — Tue, 08 Apr 2025 20:02:22 GMT

Hi Jim - £90 is what happens when you stay with BT for too long and don't investigate alternatives! No I don't have anything else - just broadband and landline phone. It matters whether I'd be a new or existing customer because, for example, a 900 Mb/s contract, plus phone for occasional use only, would be £49.99/month (with the first 3 months free) as a new customer on the EE website, but if I go via the BT website as an existing customer the exact same contract would be £72.99/month - and no 3 months free!

As an existing customer, I'm tired of subsidising new customers out of my pocket, so it looks like either Vodafone or Sky for me.

Re: New or Existing Customer?

Chris_B — Tue, 08 Apr 2025 20:04:47 GMT

@MF40 As I said call customer support and see what can be offered.

Re: New or Existing Customer?

JimM11 — Tue, 08 Apr 2025 20:17:25 GMT

@MF40 You can do as Chris_B has advised, i just moved back to sky 1 month ago, FF500 and free DV Landline, £29 / month, just so you know.

Re: New or Existing Customer?

Mustrum — Tue, 08 Apr 2025 20:26:14 GMT

@MF40 You are always going to get the best deal by calling customer services as @Chris_B has already said.

Knowing what other offers are out there also helps when speaking to CS. Like just about every other service you use, these days it is wise to do your reaseach every contract renewal before deciding what to do.

Re: New or Existing Customer?

zulu17 — Tue, 08 Apr 2025 20:51:39 GMT

Which customer support should @MF40 contact to get the best deal .. as surely if they were to be out of minimum contract with BT consumer EE customer support would be expected to offer new customer deals whereas if it is BT customer support they should offer BT broadband and migration packages to EE broadband ?

Re: New or Existing Customer?

XRaySpeX — Tue, 08 Apr 2025 21:48:00 GMT

@zulu17 : BT CS,

Re: New or Existing Customer?

Mustrum — Tue, 08 Apr 2025 21:59:10 GMT

@zulu17 as you have already concluded, speak to EE CS and should be treated as a new customer, whereas BT CS seem more likley to be treated as an existing customer.

In my limited experience with BT CS, they seem reluctant to give out deals, whereas EE CS in the past at least have always been helpful.

That said you won't know until you call.!