BT - yet again, a problem grrrr

Tupperware_Queen

I moved house in October. Took BT 2 months to sort out my phone and broadband switchover. My contract for BB finishes next month, so rang to check the exact date, and to see what offers they might provide.

Imagine my consternation to discover that in moving they have signed me up onto a 12 month contract for the land line ( have never not been a BT customer, so was not tied in for LL)

I only moved house, and was not asked if I wanted to be signed up for 12 months onto any contract. I am livid, and will be writing to them to get this sorted, as I have had enough of trying to explain my problem to staff in a foreign call centre - I don't know if they are deliberately misunderstanding me in the hope I'll get fed up, or if they genuinely can't make out what I am saying ( I do not have a broad accent of any kind though)

Lets see if they can get my bill right this month after the house move too, though I am not holding my breath.


ok, rant over - sorry folks, they just drive me mad :eek:

macman

Perhaps you didn't read the advice on the BT 'moving home' page: after a home move you will always commence a new 12m landline contract.

'Your existing service contracts can be transferred to your new address, but there are some important points that you need to remember:

• When you move home, you will always start a new 12 month line rental contract even if you're just taking over a working line at your new address.
• If you transfer your broadband to your new home, a new 3 month contract will apply unless you had longer than 3 months left on the broadband contract at your old address in which case you'll carry over the rest of that contract.
• Any Calling Plan (e.g. Unlimited Anytime Plan) and BT Vision contracts will simply transfer to your new address and carry on as before.'

Tupperware_Queen

I didn't use the internet service to move, I rang up, and was not given this information, nor directed to the website to check, neither did they send written information relating to this.

macman

It's a standard term, BT won't move your service over and then allow you to leave immediately, why would they?
You can still move your broadband after 3m if you are not already in a longer contract.

Tupperware_Queen

macman wrote: »

It's a standard term, BT won't move your service over and then allow you to leave immediately, why would they?
You can still move your broadband after 3m if you are not already in a longer contract.

so the consumer is over a barrel....I couldn't swap provider, as I was still tied on BB - they quoted me a huge fee to cancel, and as soon as I move I am tied in again for 12 months with LL. I suppose I will have to renew my BB with them, and look to move the whole lot next year.

Kerrypaty

I'm stuck with them too. They didn't tell me over the phone just that I could see additional information about it online and quoted me a URL

macman

No you are not. Why can't you just move your broadband when that is out of contract?
I still don't understand why you expect BT to transfer you for free (which they have to pay OR a fee for) just so that you can leave immediately?

Tupperware_Queen

macman wrote: »

No you are not. Why can't you just move your broadband when that is out of contract?
I still don't understand why you expect BT to transfer you for free (which they have to pay OR a fee for) just so that you can leave immediately?

because I wanted to move the whole shebang....and it wasn't immediately, I moved in October -which incidently they made a major mess up of anyway, and its now March.

I am principally objecting to the lack of information - had I known I was going to be tied in for another 12 months, I wouldn't have spent my free time the last fortnight researching the best bundled deals!!

I am 'happy' enough to stay with them for the contracted period - however I was not made aware that there WAS a contracted period. Its back to the whole rollover contract thing really, they have the information, they just don't choose to divulge it.

And please don't say I should have checked on the web, I did it over the phone (cos at the time my BT broadband was down) and I did not get broadband restored at my new address for 2 months - so all the www's in the world would not have helped me!

Tupperware_Queen

Kerrypaty wrote: »

I'm stuck with them too. They didn't tell me over the phone just that I could see additional information about it online and quoted me a URL

I'm glad someone knows where I'm coming from!!

Heinz

Kerrypaty wrote: »

I'm stuck with them too. They didn't tell me over the phone just that I could see additional information about it online and quoted me a URL

Which, presumably, was a url in which the relevant T&Cs are quoted:

Your existing service contracts can be transferred to your new address, but there are some important points that you need to remember:

• When you move home, you will always start a new 12 month line rental contract even if you're just taking over a working line at your new address.
• If you transfer your broadband to your new home, a new 3 month contract will apply unless you had longer than 3 months left on the broadband contract at your old address in which case you'll carry over the rest of that contract.
• Any Calling Plan (e.g. Unlimited Anytime Plan) and BT Vision contracts will simply transfer to your new address and carry on as before.

macman

But equally, you didn't ask the question of them. With any new utility contract it's normal to check the minimum term.
By all means try, but you not going to get anywhere with BT on this one I'm afraid.
Suggest you wait until your BB is out of minimum term and then switch to a decent ISP.