Moving in with In-laws

Hi all, we currently rent a house & only recently joined up with BT after ditching TalkTalk, we're looking at buying our own house & to help save money for the deposit, we're having to move in with the in-laws for 6-12months, the problem we have & for which I've not been able to find anything on the Help section in BT is, my in-laws have also just ditched TalkTalk in favour of PlusNet, so I don't want to cancel my BT & they don't want to cancel their PlusNet, so is it at all possible for us to move into my in-laws house & get a new BT line installed & keep my current phone/broadband package without affecting the phone/braodband package already at that address?
Any help on this would be gratefully appreciated

Welcome to the forum. We had the same situation a few years ago, but as the in-laws. Daughter's family moved in, got their own BT broadband service for a year or so, then had it disconnected, all with no effect on us. We've inherited the Openreach stuff in the top room though. Call Sales on 150 and say, "Home move."
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Moving home with BT has turned from being easy to being a totally destructive experience and one that looks like it will cost me a fortune.
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Can anyone help... email content to follow below...
Dear Sir Michael,
I have been a customer of BT for over 20 years but I felt I
had to let you know about the total shambles that BT are creating regarding my
home move. I will reduce the details down vastly so as not to take up too much
of your time but suffice to say I was on the phone for 4.5hrs yesterday to BT
in total.
1)      I
booked a home move weeks ago, all was fine a provisional new number was given
and although I could not have BT infinity at the new address I was offered the
best other package available.
2)      I
am moving on 22nd Sept (2 days)
3)      I
received a text message yesterday saying “your order has been cancelled”. I
received this while I was out so went straight home and called BT.
4)      I
was advised by home move dept that my telephone, broadband, new number and
installation had all been cancelled since the phone line I was moving to had
not been cancelled. I was told to get the phone line at the other end cancelled
and reorder.
5)      I
spoke to the estate agents and then the sellers who advised that they has
advised sky 10 days ago that they were moving
6)      I
called BT and told them... “no its not cancelled on our system can’t help you”
I was told. We cant reopen the order so you will have to start it all again.
7)      I
called SKY myself to be told that although they were different from everyone
else they as a company don’t cancel lines until the move date as if they did it
would screw up their own systems so they would not be cancelling till 22nd
and this was well known by BT.
8)      Called
BT back, no, not heard that before and nothing they could do.
9)      Can
I move from BT I asked?... you will be charged 12 months as you are signed up
till Sept 2012.
10)   I
said I couldn’t believe I was the first BT customer ever to move to a house
which currently has sky. Everyone agreed that this couldn’t be the case but
offered no other explanation.
11)   I
called and asked for customer relations department... “we don’t have one” I was
advised, each department looks after their own complaints. I was however put
through to an Indian guy (sorry didn’t get his name) who said he wold take
ownership and get everything sorted for me over night and would call me 10-12am
today.
12)   He
called as promised at 11am and said he would put me through to home move. After
explaining the situation AGAIN they said that if they put an order in today it
would be 11 working days and would likely get cancelled anyway. They said “best
thing to do is ring us when you get to the new property on your mobile and we
can do a new order on Thursday... if the line is cancelled). Again they offered
no explanation and agreed that I could not be the first person to move to a
house with a sky line.
13)   I
work from home as a web designer so you can imagine that internet connection is
quite important.
14)   Yesterday
the only bit of hope I was offered was by a lady who agreed it was a mess and
gave me a free 30 day hot spot access (as my existing phone will be cancelled
on Thursday I wouldn’t be able to use this currently free service) but at least
I have this access as long as I can find a hot spot where I am moving to.
15)   I
am afraid by now BT had worn me out and I accept that I will have to go without
a phone and my businesses will have to stop for as long as BT choose to keep me
offline. However what I cant accept is that I am the first person to move to a
house where there is currently a sky connection... I just cant be the first
person and if I am not then this surely must have happened (or not) before or
BT must have a policy for this.
16)   30
mins ago I rang and asked where would I go to if I wanted to escalate a
complaint. I was told to hold as again “we don’t have a complaints or customer
relations department”. I was then told that a Manager called Louise Jones would
look into my question and call me within 48 hrs... not a fat lot of good as I
am moving before then ... but I gave my mobile number for her to call anyway. I
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I can see now that I will end up in Market Rasen (where I am
moving to) on Thursday, no phone, no internet, no contract and even my call
forwarding service which I have paid for wont work as there is no number for it
to go to... so no one will be able to call me and my clients will be less than
impressed.
After giving so much notice (at least 5 weeks) to then be
cancelled just 3 days before a move with a totally implausible explanation (as
I just can’t be the first) I’m sure you will agree appears just a bit harsh. I
know as a residential customer I am not that important but this could and
possibly will impact a great deal on my business and income and no one at BT
appears to care at all.
I accept that I am pretty stuffed but while I know that I am
going to suffer I really do want to know if I am the very first person who has
ever moved to a house where sky provides service and if not then is this what
happens to everyone?
For your information I am:
(removed)
I appreciate your time and just hope you can at least get
someone to answer what would seem to be a reasonably easy question that will at
least reassure me that I am not being badly treated.
Best wishes
Dominic
Parker

Hi Domparker,
Thanks for the post and welcome to the forum. I am very sorry for the problem you are having with the home move order. I am sure I can help you. Not to sure what is going on but I would like to take a look at the order so that I can figure out the best way forward.
Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.
Cheers
Sean
BTCare Community Manager
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 that 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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