Moving Home and BT Broadband

mr_squidgy

Hi all. This is my first post on here as I wanted to share a problem I am having at the moment with BT broadband. I have posted this on another forum and got some good advice, so I'm hoping somebody here can do the same.

I have recently moved home to a new house with no phone line installed. I received a call from BT in August offering a saving of £3 a month if I stayed with them for my broadband for 12 months. I agreed to this not realising how soon I would be moving.

I called BT to cancel my contracts (home phone and broadband) and was then informed that I would have to pay £250 to end the contract. I am not intending to have a BT line installed at the new premises, so technically speaking, they cannot provide a BT service. Under their T&Cs, where they are not able to provide a service they will cancel the contract without penalty (paragraph 15, BT Braoadband T&Cs).

They are now arguing that by agreeing to their 12 month contract I am obliged to have a BT line. I have looked through the terms and conditions for Broadband and residential services and can find no mention of this anywhere.

I have e-mail Ian Livingston (CEO BT retail) and was subsequently contacted by a member of the complaints team, who continued to make the assertion that I am liable to pay to for ending the contract.

I hope this is a warning to anybody thinking of moving and not keeping their BT broadband. DO NOT sign up for a contract!

We are currently in a stalemate situation and I am refusing to pay to end the contract OR to install a BT line at the new address.

Cheers

mr_squidgy

Mozkowitz wrote: »

Unfortunetly that is the way all contract binding polices work currently. There are a few broadband suppliers that offer an uncontracted service, but the majority of them will be 12-18 months

I agree, however they are misinterpreting the contract in order to get payment from me. They are stating that the T&Cs in their contract refer to where no broadband service is available. What it actually says is :

If you move home within the UK, and let us know at least five working days before you do so and in line with the home mover policy (as set out at www.bt.com/broadband), we will continue to provide the service, if we are able to, at your new address. If we are not able to provide the service at your new address, and you are still within your minimum period, you will not have to pay a charge for ending the service within the minimum period. If we continue the service at your new address, the rest of your minimum period or a new three-month minimum period will apply, whichever is greater.

It clearly says that "if we are not able to provide....." not "where BT broadband is not available in the locality of your new address". There is no BT line at my new address, I will not pay for one for their benefit, so technically, they cannot provide the service.

Surely by forcing me to pay for a new line, they are getting me to incur more expense, without a solid legal case to do so?

cajef

No you are misinterpreting the contract, BT are able to provide a service at your new address, it is your choice that you do not wish to have a line installed not theirs.

mr_squidgy

cajef wrote: »

No you are misinterpreting the contract, BT are able to provide a service at your new address, it is your choice that you do not wish to have a line installed not theirs.

Funny, I got the same response from BT customer services. The terms and conditions do lack clarity on this matter. BT are not able to provide a service without further cost to me.

If I had a BT line in the new house, I would gladly accept responsibility for the service, however, there is a difference between my choice and my expense. Essentially this is a household utility, so when I leave a house, there should be no grounds to charge me to cancel the contract.

To my mind, this is like buying a new car, then being told you have to pay extra to the salesman 3 months later if you want to continue driving. Its a ridiculous contract really!

KimYeovil

If you do not want a 12 month contract do not accept a 12 month contract. I am at a loss to see what your complaint is. If you want a monthly contract, pay for a monthly contract. If you want the benefits of an annual contract, pay for them. Why should others be deprived of the opportunity to save through making a commitment?

cajef

mr_squidgy wrote: »

there is a difference between my choice and my expense. Essentially this is a household utility, so when I leave a house, there should be no grounds to charge me to cancel the contract.

To my mind, this is like buying a new car, then being told you have to pay extra to the salesman 3 months later if you want to continue driving. Its a ridiculous contract really!

You would be buying a car at an agreed price not entering into a contract, an entirely different situation.

If you rent a TV then move house and because there is no TV aerial at the new property and you are not prepared to buy one, do you think the rental company should just cancel the contract without any charge to yourself, as has been already stated it is your choice and not the fault of the BT that you do not wish to pay the connection fee and continue the contract you entered into, it appears that you are just trying to use this as a way to get out of the contract.