When am I a new customer?

contracts definition

EVER wonder what your broadband, TV or phone provider is up to when your back is turned?

Too often, faithful customers catch providers offering new flames "better deal action" behind their backs.

Discovering that their package is being touted to new customers for a cheaper price or with better features leaves many loyal customers feeling royally peeved.

So, what can you do if you find yourself in this bind? Read on to find out what to do if:

1. Cancel and sign up again

I'M a current customer but I want a new customer offer. Can I quit and sign up again?

While it might seem like a good idea, this is almost certainly the worst thing you can do.

Firstly, there is a very high chance it won't work. The likes of Sky, Virgin Media and BT don't shred our files the moment after we ring up and say "toodle-pip".

Cancelling an account then signing up again doesn't automatically make you a new customer, and therefore doesn't make you eligible for the offers made available to them. Skip ahead to question two for further explanation.

As well as not counting as switching provider, there are other risks to this strategy.

Any customer cancelling and then signing up with the same provider could face paying fresh installation costs - and as we've said there's no guarantee they'll qualify for a "new customer" deal.

For example, BT told us that anyone who completely cancels their old service will count as a new customer - but note the phrase "completely cancels".

Additionally, customers who are mid-contract could face a hefty bill for cancelling before their minimum contract is up, and for returning equipment such as set-top boxes.

Those with a phone line risk losing their number too: people who aren't switching suppliers must completely cancel their service before they can start again - and that means the phone line will be completely disconnected.

In other words, even if it actually worked, cancelling and re-signing generates enormous amounts of extra hassle and costs.

What to do then...

The best way forward for existing customers is to try and negotiate with the provider.

Ring up and haggle for a better deal. Very often customers unhappy with their lot are successful in getting something to appease them slightly.

After all, the last thing ISPs want is to see us leave.

Plusnet ask existing customers to get in touch if they have seen a better deal elsewhere.

Effective tactics include running a guilt trip about a new customer deal or even threatening to cancel - but only use this last trick if you're prepared to see it though.

There's more on why - along with a full rundown of how to negotiate with providers - in our guide to haggling.

2. Switch and switch back

I stopped being a subscriber in the not too distant past. Do I count as new?

Unlike those who try to cancel then sign up again almost immediately, people who genuinely have switched provider but then switch back again may be able to get new customer deals.

But it depends on the provider.

Virgin Media told us a new customer is somebody who has not subscribed to their services for at least 12 months.

After that period you are fully eligible for new customer deals.

Sky also say that to count as new, customers must not have been in receipt of any services for at least 12 months. However, if you're itching to get back on a better deal you could be in luck.

Sky have a special department that deals with returning customers, which they ingeniously call the "Returning Customers Department".

In the past they've been known to dangle carrots to former customers in the shape of 75% off TV packages for 12 months.

Therefore, people returning within 12 months, or who have just made it beyond a full year without any Sky services could still be able to get a pretty impressive deal.

3. New customer or household

I'M not a current or recent customer, but someone in my household is. What's the situation there?

Signing up each member of the family for separate accounts with the same online supermarkets has been known to work for money off orders and free delivery.

But it's not known how strict ISPs are about this kind of thing when it comes to year long deals on contracts for broadband, satellite or cable TV.

If a supplier doesn't currently provide services to the property, there shouldn't be any issue if you personally haven't been a customer before, even if someone else in the household has been.

However, consider the following scenario: You come to the natural end of a contract with Sky. You keep the phone line and broadband going but drop the TV package - and then sign up for the TV service again using another occupant's name at the same address.

Sounds a bit iffy, but it depends whether the provider separates customers and households. If there are Sky services already at the property, it might be the case that they won't allow another separate account to be established.

When signing up to a TV, phone or broadband provider there's almost always a credit check - which will likely flag up connections between spouses and addresses.

It's normally better to call the provider in question and try to negotiate a better deal.

Ask for a deal you've had in the past or have heard about elsewhere, rather than try to pull the wool over their eyes.

What are the new customer offers?

Here are some of the current offers available for new customers from the big four:


What's on offer? When you join online for:
sky Reward Choice: Free 32" Samsung TV, Samsung Galaxy E Tab or £100 Tesco, M&S or Amazon voucher
Hurry! Offer ends 3 November 2016
Any Sky TV bundle
sky Sky Unlimited Broadband free for 12 months (then £10/mth) + £50 M&S voucher
Hurry! Offer ends in 5 days!
27 October 2016
Sky Unlimited broadband
(without Sky TV)
sky Sky Unlimited Broadband £5 for 12 months (usually £10/mth)Sky Unlimited Broadband
(as a new or existing Sky TV customer)
sky Sky Fibre free for 12 months (then £10/mth)Sky Fibre (25GB usage)
(without Sky TV)

Search for more package prices and find out more about Sky in our full review here.

Virgin Media

What's on offer? When you join online for:
virgin media Money off TV, broadband and phone for up to 12 months + free set up worth £49.95One of Virgin Media's Big Bundles
virgin media Save over £180 on broadband and phone + free set up Virgin Media broadband
(with a Virgin phone line)
virgin media Exclusive offer: 50Mb broadband + phone £5 a month for the first 6 months (then £17.50)This exclusive 50Mb broadband and weekend calls deal only

Search for more package prices and find out more about Virgin Media in our full review here.


What's on offer? When you join online for:
bt Online Exclusive: Unlimited broadband just £5.99 for 12 months (usually £18/mth) + £75 BT Reward card
Hurry! Offer ends in 5 days!
27 October 2016
BT Unlimited broadband up to 17Mb
bt Online Exclusive: Infinity 1 up to 52Mb (25GB usage) + Entertainment Starter just £11 for 12 months (usually £13/mth) + £125 BT Reward card
Hurry! Offer ends in 5 days!
27 October 2016
BT Infinity 1 up to 52Mb fibre broadband (25GB usage) + Entertainment Starter
bt Online Exclusive: Unlimited Infinity 1 + Entertainment Plus TV just £20.99 for 12 months (usually £32/mth) + £125 BT Reward card
Hurry! Offer ends in 5 days!
27 October 2016
BT Unlimited Infinity 1 up to 52Mb fibre broadband (25GB usage) + TV Entertainment Plus
bt £125 BT Reward card
Hurry! Offer ends in 5 days!
27 October 2016
Any BT Infinity Broadband, with or without BT TV.
bt £75 BT Reward card
Hurry! Offer ends in 5 days!
27 October 2016
Any BT Broadband , with or without BT TV.
bt Free phone line installation or reconnection worth £130With any BT Broadband package

Search for more package prices and find out more about BT in our full review here.


Search for more package prices and find out more about TalkTalk in our full review here.


6 September 2016

This is a really good article but you don't make it clear there that the Sky packages (don't know about the rest) are charging 17.40 line rental aswell (writing this on 06 Set 2016). The £100 Mastercard rebate would help towards that I guess - or would it?

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