Moving house cancellation charges

I have just bought a new home and will be moving in about 4 weeks. I have been with BT for over a year and currently have my phone, unlimited broadband and BT Vision with the bronze package. My partner wants to move to another provider when we move and I am looking to cancel my service. I phoned up BT to find out how much the cancellation charge would be and was advised that I would be charged £349!!! I checked with the agent how long I had remaining on my contract and was advised that my contract is due to run out on October 27th, so I fail to see how it works out to this much for 4 months of contract. I would appreciate some advice with this and if any MOD could look into the charges for me i'd be grateful

Hi leep1980, have a look at the term charges here. They might help you work out a figure.
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Similar Messages

Duplicate account after moving house - being charg...

Hello, I moved house on Dec 18th and have been charged double via two seperate accounts in Jan & now Feb. Can the new account please be deleted and all monies charged by that account refunded thank you. I have detailed of both accounts if you require.
Thanks,
Mark.

Hi Mark,
Thanks for posting. I'm sure I can sort this out for you. Drop me an email to [email protected] Please include a link to this thread and the acount details in question.
Ta
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 :-)

Cancelling a landline contract - moving house

Hello,
Apologies if this has been asked a billion times, but i can't seem to find a straight answer from old forum posts nor the BT site...
I need to move out of my current address in the next few weeks as our landlord wishes to move back into the property. I'm going to a new flat, but am in two minds as to whether to get a phone line put in at all, and if so, whether that should be through BT.
I've had a BT line for over 12 months on a 12 month 'renewable' contract. I had assumed that if, after the initial 12 months, i wished to cancel the contract, that it would not incur any cancellation charges. Although having read some of the posts on this forum i'm not so sure... It seems that my contract renewed on 03/09/2010 - does this mean i'm stuck with it until September next year, or have to pay cancellation fees if i don't move the phone line over to my new flat?
Seems an incredibly shady bit of business from BT, especially since i was sent no reminder whatsoever about the contract renewal...
If anyone can shed any light on this i'd greatly appreciate it!
Many thanks,
Jon
Solved!
Go to Solution.

Please can someone advise.
I really *stupidly* signed up to 18 month contract in august 2012. my relationship ended so moving into shared accommodation. as a couple we had BT essential Bb, vision and. I paid line rental in advance. I know its stupid but I never expected a company with such a good reputation to be so ridged nor of course did I expected that my relationship would end suddenly.
some users have described the BT vision box as an expensive door stop. its worse! I hardly use it now as there are so many extra costs and now I either need to cancel my account or move it BT told me it works out as there£99 to make the box mine - I mean what the hell am I meant to do with it? I can't sell it for more than 9 quid and I can't use it either. i will also have to pay the rest - over £250! its literally a quarter of my wages. any suggestions what I could do to make it either so I can take to new place (problem there is already a sky line and won't be staying any more than yr tops plus with new house its 6 sharing we wous need infinity making me back at square one as its a new contract!?)
or any suggestions other than making a resolution to never ever go into another BT contract what I can do with charges/that **bleep** vision box!

BT bill charges for non service during moving hous...

BT dreadful customer service & incompetence
Hi all,
After deciding to move home I made the necessary arrangements with BT prior to our moving date. Our switch over date was 14th November 2014.
After numerous calls with BT and mostly dealing with multiple BT operators with little knowledge, poor communication skills, lack of interest and on a few occasions extreme rudeness, I was still no further forward with a line connection date.
It became apparent that there was no line services to my new home, which I could understand although I was disappointed not to have been informed of the situation prior to my moving home (a fact BT should be easily aware of)
I spent weeks going round and round with no clear outcomes or specific information returning to me, I actually knew more information from the site builders than BT knew, BT even had the arrogance to tell me that my information from the builders was incorrect (which it wasn't)
Numerous misinformation, conflicting information, non returning of calls, engineer dates that were not upheld, non required engineer dates are amongst a series of frustrating dealings with the vast majority of the BT operators, there were only a few operators that seemed to care and assist and they were at the end of my ordeal of 3 months!!!!!
It was very clear that the information from each phone call between myself and BT was not correctly recorded. On two separate occasions during a singular phone call I actually had to repeat my situation to three separate operators to which I had become accustomed to being transferred amongst.
So to be clear from 14th November 2014 until late February 2015 we were without services.
During one of my many and expensive mobile phone calls to BT I was advised to set up my own mobile broadband and they would foot the bill and repay the expense until they provided a service.
(Which I did as I had no confidence in a connection date within months)
Throughout this ordeal BT had the arrogance to attempt to bill me, even though we had no service!!!!
Here is the kicker.
BT have now disconnected us from their service (31st March2015) for an unpaid bill, a bill we can't get amended and corrected to reflect the 3 months without their incompetent service.
They have even added charges for BT sports which I can't even watch as I have no viewing box, I believe this came free for 6 months) with my original package.
Even this is an issue. I was informed upon moving house that a new contract would commence when I moved home thus starting the 6 months free BT sports package once more (yet another mistake by BT)
We will not pay any form of bill until they amend and correct the bill to reflect we had no service for 3 months.
I have now tried to call to speak to an operator regarding the issue, after entering my home phone number the BT automated service redirects me to the only option which is to pay the outstanding bill!!!
No bill will be paid until it is corrected, I will be sending a bill for the mobile broadband I required to set up and maintain. I am also considering looking into the loss of earnings I suffered due to the length of time I was offline, as well as the amount of time required to deal with the sorry mess. A stressful time enough moving home without this added fiasco.
I am also aware of the Ofcom regulatory body as well as the multiple rules BT will have breached in our contract.
All in all we have endured a long and needlessly complicated mess, which thinking was behind us, is in fact still present. We are seriously considering removing our service completely with BT which I am sure in the eyes of the law will be justified and legally binding due to the numbers of contract breaches sustained by BT.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Ridiculous Cancellation Charge

On contract from Oct 09, moved house last June. We cancelled contract with BT and they said that was that.
Hear nothing for a year & I now have a letter from a debt collection agency asking for close to £400 in charges relating to the contract.
Called BT, lady tried firstly to claim unpaid bills as source of debt, then spouted off cancellation charges and equipment & connection costs. It is my belief that as I moved house, I'm not liable to pay anything except a cancellation charge, definitely not line rental or "disconnection" charge.
Anyone? Help?

Contact the Mods here- http://bt.custhelp.com/app/contact_email/c/4951 can take 72 hrs to get a reply.
Mortgage Advisor 2000-2008
Green Energy Advisor 2008-2010
Charity Health Care Provider Advisor 2010-
I'm alright Jack....

BT Cancellation Charge and Idiotic Policy

A complaint about BT and their cancellation fees!
I am moving house at the end of February and need to cancel my BT Total Broadband service and BT land line. I am on an 18 month contract with 14 months left to run, so I understand as per their terms and conditions there will be a charge for ending the contract early.
I was advised by BT home moving services, that as I was moving in with my parents, who already have an existing BT landline but no broadband with BT, I would be able to transfer the remainder of my 14 month phone and broadband package to their address and not have to pay a cancellation fee.
My parents would take over the remainder of my contract at their address. My parents are not under any contract terms with BT, they simply pay line rental. So all that would happen is my parents would now have BT total broadband supplied via their existing BT landline and they would continue to pay BT line rental, simple?? NO!! BT Customer Services advised me that during the transfer of my package to parents address, a new telephone number would be assigned to my parents. This is not what they want, they just want to add broadband and BT said we could transfer my contract over. Simply to add BT broadband at their address.
They do not want or require a NEW BT landline number, they have a BT land line number already. For a start my Step dad works from home and cannot spend weeks chasing everyone up telling them of his new number, secondly they don't want to run the risk of being allocated an 'old' number that might have been some 24 hour mini cab firm etc. So because BT cannot guarantee my parents would be able to keep their existing land line number, my folks are having to sign up for BT broadband as new customers and I cannot transfer my existing 14 month broadband and phone package to their address and must now pay a £196 early cancellation fee.
As I plan on only staying at my parents for a few months installing a second line was not an option either.
Totally incompetent service from BT. The reason given to me was that BT and Openreach are two different organisations and as part of the transfer process of a package to another address a new phone number is always assigned by Openreach. Why can they simply not just assign the BT number that is ALREADY IN USE at my parents address to the new package?
All BT had to do was ensure my parents could keep their old BT landline number. So now BT are going to get more bad press as I now blog all about them. What happened to common sense? I feel BT.com and BT Openreach need a lesson in customer service and efficiency.
Blog: http://blog.halftermdates.co.uk
Website: http://www.halftermdates.co.uk

HA HA, you make me laugh BT you really do. I'm closing my account on Monday, you know I'm doing that! Give up, i'm off never to return. Seriously BT you really do need to get your departments to talk to each other. You know, left hand right hand.
As a BT Total Broadband Option 2 customer, you'll be pleased to know we've doubled your monthly broadband allowance from 20GB to 40GB.
So you can now download twice as many movies, songs, photos and emails.
Your monthly usage allowance has already been increased so you can start enjoying your extra usage immediately.
And are you making the most of all the FREE features that come with your BT Total Broadband?
Free NetProtect Plus - Advanced McAfee security software helps protect your computer from online hackers, viruses, and ID theft. Plus free Family Protection, which has parental controls, search blockers and time limits, to ensure children don't see anything they shouldn't. To protect up to seven PCs,click here
Free Desktop Help - free software that can diagnose and fix computer problems. Click here to download.
Free Broadband Accelerator - can boost your line speed by up to 1.5Mb, by reducing interference on your line (just pay £1.30 postage). Order it here
Free broadband on the go - now with unlimited free wi-fi access at over two million BT FON and BT Openzone wi-fi hotspots across the UK. Click here for more information.
Blog: http://blog.halftermdates.co.uk
Website: http://www.halftermdates.co.uk

Re: Broadband cancellation charge

Appalled at BT service!! My broadband speeds are useless (this took forever to load!) they are between 2 and 4 Mbps! Spoke to an adviser re cancelling as I was not prepared to make do with such poor service when I am a paying customer each month! She was unhelpful and patronising and treated me with very little respect and made out I was lying re. My upload and download speeds. I asked to cancel my account with a months notice. She told me I could only do so if I paid £257!!!! Absolutely scandalous!!!! I am moving house too and said I did not want to take BT services with me. She was not helpful about this either. She stated I would need to take my services with me, install a new line and change the phone number the new home has had for over 30 years!! I am so disappointed at this treatment. I cannot afford £257 and do not wish to pay for calls and Broadband with such poor service.

jojobinks29
Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
You have a binding contract with BT, if you cancel during that period, you will pay cancellation charges as shown here.
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...
If you have problems with broadband speed, then help is available on this forum if you would like to post the details of your problem on this board.
ADSL/Copper Broadband Speed/Connection Issues
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Moving house can't keep phone number

So I'll be moving house soon and I'm trying to organise moving my phone, tv and broadband to the new place.
The trouble I'm having is that when filling in the online form it says that not only will I need a new line installed and can't keep my phone number but I won't get all the channels I get just now (standard Vision package).
The new place has had a BT line and is only up the road a bit from where I am just now.
Is there something I'm doing wrong? From what it says before I start filling in the form I should be able to move everything without charge as long as the new place doesn't need a line installed. Which the new place shouldn't need as it was a BT line before.

InterMatt wrote:
So I'll be moving house soon and I'm trying to organise moving my phone, tv and broadband to the new place.
The trouble I'm having is that when filling in the online form it says that not only will I need a new line installed and can't keep my phone number but I won't get all the channels I get just now (standard Vision package).
The new place has had a BT line and is only up the road a bit from where I am just now.
Is there something I'm doing wrong? From what it says before I start filling in the form I should be able to move everything without charge as long as the new place doesn't need a line installed. Which the new place shouldn't need as it was a BT line before.
Have you checked the line in the new property works? If not it'll need to be connected which is normally chargeable.

Early contract cancellation charges can anyone tel...

I am moving abroad and need to cancel some of my BT contract. The 12 month contract for unlimited Infinity 1 £10/month and line rental with evening weekend calls started 22nd December. I will need to end contract around 1st September. I paid 12 months line rental up front for I think £159.84. I understand that I will owe a reduced monthly charge for line rental for the remainder of the 12 months and be due to pay something for the remainder of the Infinity1 plus a cessation charge of £30. Will any credit be given for the up front line rental payment and what will the other cancellation charges be?

Here are the cancellation charges.
i
cancellation charges
There is no refund on your 12 months advance line rental saver
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Problem moving house

Hi,
I've been a customer of BT for 3 years and I am moving house in six days time NOW.
I cancelled service on the 28th June thinking I was going to Spain.
I phoned back on 5th July saying I had found a flat in UK and BT re-instated my account.
My new flat is BT connected but currently was in use by Virgin.
I phoned yesterday to see if all was OK and I was told that the earliest I could get communications was 2nd August.
This is 9 days offline. I received a confirmation online.
I phoned back and they said I had a cancellation on 23rd July, great.
I phoned back again 2 hours later as I had not received a new confirmation when I was told sorry its the 9th August.
I can't get this resolved.
I wonder if you could help.
I don't find the online help any use and I am hoping for a resolution today otherwise I will get Virgin re-connected and BT will lose a customer forever and an angry one at that.
What kind of organisation has such a long lead in time to install a line where there is a BT socket already?
Thanks for your help
EddyMartin

John,
That may be correct.
I expect better customer service than this, I would be offline for 9 days, both broadfband & phone, lucky I didn't have BT Vision as well???
They could have told me that when I phoned in early July [5th I think], then it could have been scheduled smoothly.
As a customer the date wasn't acceptable so I cancelled the move with my BT services and opted for Virgin who were in situ anyway and I will NOT have any downtime at all [and reduced costs as I don't need landline either].
Thanks for taking the effort to contact me whichis more than BT did, oh well.
Have a good week
Edward

Moved house and no outgoing calls. Going round in ...

We moved house last Friday, and moved to BT from TalkTalk for phone and BT broadband package. Cancelled TalkTalk 24 hours before move as instructed. Moved in and had 2 days of landline working before it told us that on every outgoing call we are not authorised for that service, calll the service provider. We still get incoming calls. Called BT. Checked line, all seems ok, send an engineer. Engineer checks external/internal/exchange equipment. Finds no fault. We call BT. They send another engineer who blames TalkTalk. TalkTalk categorically claim that we would have had no calls at all if they hadn't given line back to BT. Call BT. Wait for another engineer. Any ideas?
None of this properly describes the frustration at time wasted over the past week on our mobiles to an Indian call centre where they seem to be reading from a script and unable to take on board what is now simply going round in circles. There clearly is a problem yet noone seemes to be able to figure out what...in a telecommunications company. Disgusted by service.

Since 2nd July we have been unable to make calls from our hub phone...we have a dial tone but when we dial a number we get an automated message telling us we cannot make calls (including emergency calls) from this phone and to hang up and use another phone. We can receive calls on the hub phone. We reported this fault on July 2nd, the problem was referred to 2nd level of support - not fixed, then referred to product specialist team - still not fixed. Am on phone to BT yet again at the mo - have been put on hold several times, being passed from pillar to post....INFURIATING! Any ideas anyone? :-(

Moved house, now bt vision thinks i'm on ppv

I've just moved house and moved the BT with me. Everything (phone, broadband & BT Vision) was activated two days ago but the BT Vision wants to charge me for using on demand (I have the unlimited package so it should be free) and there is no option to record anything.
I have performed 'hard' resets on all of my equipment and still no change, which leads me to believe the problem is on BT's end rather than mine. I've spoken to the BT help desk but with no luck.
Does anyone have any other suggestions please??

Welcome to the forum. This problem seems to happen to customers occassionally. Someone at BT's not migrated your account correctly. Click here to contact the mods and with your account details they can usually get the matter sorted.

Unfair Cancellation Charge

I had Verizon FiOS service for 4 years in Manhattan, NYC. I had to moved out to another state after losing my job, and even though I would have loved to have the same service where I moved, Verizon does not provide any kind of service here. When I tried to move the service, I was informed of that, and I was also slapped with a $255 cancellation charge! ! !
This is totally unfair since I did have FiOS service since the service became available 4 years ago. Come on!

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Moving house advice

I'm on a rolling contract for Sky broadband. I'm moving house in about 3 weeks, and have some overlap with the place i'm renting at the minute. Wondering whether to stay with Sky or switch provider. Some questions for anyone that's got experience or knowledge of this situration: - Will there be any charge on the move if i stay with Sky? (I checked online and there doesn't appear to be an active phone line at the new address).- Will they try and tie me into another fixed term contract, or place any conditions about switching within a certain timeframe? (if the connection/speed at my new place isn't great i'd be inclined to switch then)- Will I be left disconnected for any period of time? i.e. will they disconnect at my current address some days before connecting at my new address? I'll be calling them tomorrow, but any adive in the meantime would forearm me. As a footnote, i'll be moving into an area that has cable access (wasn't an option at my current place) - would this influence your decision if you were in my shoes? Thanks!

See this link
http://bt.custhelp.com/app/answers/detail/a_id/8333/c/761,6186

'hidden' cancellation charges

I just wanted to say that I tried to cancel my phone/broadband service as I'm moving out of the country, and was disappointed that there was no option for me to do so online. I was also very annoyed that, when I called to cancel my services, I was told that it would cost £30 to cancel broadband, and I would be charged for 30 days on my phone. As it was a shock to me, I asked the advisor to show me in writing. I have nothing but nice things to say about the person who helped me (who emailed me links referring to the policies- which took forever to find, even though we were both working on it!), even if it wasn't the answer I was looking for. In future, could I suggest that this information is more prominently displayed on the 'moving home?' pages? I understand that it's buried in the terms of service contract somewhere, but it would be a lot more customer service friendly to have some text on the moving home page that lists the charges.
Solved!
Go to Solution.

It's not a moving home charge but a broadband cancellation charge. It only applies when BB is terminated, not if a customer moves home or changes provider. See para 40 here: https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28234&pageTit...
You can click the white star next to this message if you think it was helpful.

Moving house cancellation charges

Similar Messages

Maybe you are looking for