Cancellation of BT Services

I have recently purchased a property on a new estate in Andover Hampshire.
When I tried to arrange a move of my BT services (Broadband Infinity 2 etc.) I was told the area is not serviced by BT and that I would have to pay service cancellation charges of almost £350. I was not aware that BT could not provide service when I paid my reservation fees on the property.
The estate Im moving to is serviced by a company called "See the Light" (STL) and they are currently the sole provider for telaphone and broadband services for the area. STL build and operate residential fibre networks, mainly on new build estates. They also offer unbundled services that other operators can purchase wholesale and resell onto residential customers.
In my case BT have not purchased any unbundled services from STL, and I am having to fork out almost £400 to cancel my BT services as a result.
My (laymans) understanding of BT and their cancellation charging policy is that if a customer wanted to move their BT services to a new address, but BT are unable to service that address, then the cancellation charges are waived.
I have been a BT Telephone line customer at my old address (moving in two weeks time) for over 10 years, and an Infinity broadband customer for almost 3 months.
BT are quoting £30 broadband cancellation charge, £255 for cancelling my telephone line and £65 for the Broadband router.
Given that I actually WANT to stay as a BT customer, but they can't service my home, do these charges seem fair??
Thanks,
John.

Hi John,
Thanks for posting. I'll take a look at this for you and clear up any queries you have. Drop me an email with the details, including the new addres, and I'll check it for you. You'll get the 'contact us' link in my profile.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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