BT home moving problem

Ritty182

Been in our new house for just over a month and not received final bill for old address.
Called BT today and they have no record of cancellation of old address, even though they have moved all products to new house. They then told me that if i want to cancel old address it will cost £86 cancellation fee, £25 broadband cancellation and 2 months extra line rental till middle of Aug. We were in rented and someone else has probably moved into our old house and using the phone.
Been on the phone for nearly 2 hours (most on hold) and can't get anyone to take responsibility.
I informed them of move about 1 month before it happening, so had plenty of time, my account is not viewable on line, which seems strange and we were £100 in credit but now they say will be about £50 debit.:mad::mad:

Any advice?

Mark_In_Hampshire

In the first instance, you need to instruct them in writing and quickly that the line was cancelled, as you're going to have a bill on the way for all the new tenants' calls [at your old property, on your account] at some stage.

This all sounds a little familiar. It seems to occur when people leave BT - they call to cancel but mysteriously, all record of that call - indeed any call to them - seems to vanish into the mist.

In your case, did you instruct them of a house move e.g. are you still with them now? If so, that you did indeed call them to arrange this cannot be in question, otherwise you wouldn't have a landline service at your new place.

Unless you have the previous tenant/OO's landline, of course, and they have the same issue as you

Ritty182

Yes we did stay with BT.

Have also emailed them complaint last night, but no reply yet.

iniltous

Are you sure you will get a final bill ?, if you kept the same account number and just moved your service to another address, (even if the telephone number isnt the same number you had at the old address) then why would a final bill be produced as you havent terminated your service....

BT_company_representative

Hi Ritty182,

I am sorry to hear of the problems you have had moving your BT account. I would like to take a look at this for you. Please could you email me your BT account details, along with a link to this thread? My email address can be found by clicking on my profile.

Thanks

Paddy,