BT Home Move

dawnyp64

i wasnt given the opportunity to go any further with BT..i was denied the opportunity to speak to management and as i needed a telephone service i had to go elsewhere.Also,youre given a cooling off period which i was within,so had the right to cancel.My problem is theyve decided to go back to the old contract that should have been replaced with my new contract in conjunction with my house move.I didnt ask for 2 contracts.I wasnt advised that id have 2 contracts running at the same time.

macman

I suggest that you go through the formal complaints procedure with BT. you will never get this sort of issue resolved by their call centre drones over the phone-it has to be done in writing.
You didn't have 2 contracts running, nor is the contract replaced. You transferred your old one over while still within your minimum term, and then cancelled it (with good reason from your point of view, but presumably not from theirs). They have then billed you for the relevant ETC.

dawnyp64

no..i was told that i had a NEW contract as its their procedure with house moves,but i take on board what you say regarding making a complaint..however it wont be through BT..il get some legal advice on this first (as ive said they expect me to pay £220).Perhaps an Ombudsman can help?? dont know,so if anyone can advise,id really appreciate it...

macman

But if you then cancelled that new contract and you were still in your minimum term on the old contract, then they'll apply an ETC.
Leaving a property (whether you move house or leave the country) does not automatically void your existing contract. It was only voided on the understanding that you take out a new contract at the new address. What you've done (from BT's perspective) is get a free transfer with them, and then gone to another provider.
The regulator will not be interested unless you go through a formal complaints procedure first and reach deadlock-you haven't begun that process yet.

dawnyp64

so what youre saying then is i DID have 2 contracts with BT...who will tie me in with the old contract as well as getting me to sign up for a new one? I wasnt informed of my still having the old contract on setting up my house move.If BT insist on making you have a new contract they should make sure you are aware that the old contract stands,giving you the option of not accepting the new one or paying the cancellation fee for the old contract.Whichever way you paint it,its misleading.As i said,i was happy with BT and quite happy to stay with them.THEY stopped my service instead of waiting for the AGREED payment date(also,all this was done within the cooling off period).I was denied the opportunity to speak to a manager and cut off..what was i meant to do?

macman

Your old contract was not voided because doing that was dependent on the new one being run to it's minimum term-which it couldn't because you cancelled it.
I'll pass on this now as I don't think I can add anything to what has already been said.

dawnyp64

you seem to state all this as fact...do you work for BT?? (joke.dont answer that if you do.id be less than impressed:rotfl:)...thankyou for the imput tho..its all helpful..

macman

To quote from the BT website (Home Move page):

'If you move home within the UK, call us early and we'll try to give you the same services you currently have, at your new address. If we're not able to do this and you are still within your minimum contract period for the services we can't provide, you'll be able to end the contract for those services and you won't have to pay a charge for doing that.
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.'