Moving into new build, want to transfer my BT

FloFlo

I am moving into a new build in a couple of weeks. I am with BT now and want to carry my existing contract to the new house, preferably with the same number.

At the new house there is a telephone socket in the hall and bedroom. When I try to complete the home mover on BT website and put in the new house postcode it says they need to install a new line and we won't be able to keep our number.

I believed the telephone line was connected and thought it was just a matter of having it turned on.

iniltous

If your new address is not served from the same exchange as your current property then you cannot keep the same number you have now, also , if its a new build and you are the first occupant then the address may not be on BT's address system yet, and it obviously will need a 'new' line as its never had one before, the sockets are installed by the builder and are not evidence of previous service

FloFlo

No it won't be the same exchange, so that explains not being able to keep the number.

I assumed the phone line was physically installed when the house was built and it would just be a matter of switching it on.

So I need to pay for the phone line to be intalled?

Does this mean I can or can't transfer my current contract to the new house?

iniltous

Your account should be maintained if you want to stay with your current provider, but you would be considered to be starting a new minimum term contract, you may be able to get them to waive the install charge if you take line and broadband, otherwise they may charge for the line to be installed, if you are still inside a minimum term at your current address, then there shouldn't be a penalty provided they are arrange service at your new address, I think BT have a home mover customer service department, it may be worth contacting them

FloFlo

I am 6 months into a 12 month contract at a reduced rate, obviously I would like this to continue at the new property without having to pay a reconnection fee.

If they insist on a new connection fee and a new contract and instead I want to change providers would another provider be able to install the phone line or would I still need to pay £130 to BT.

And as you say I need to contact their home movers dept.

FloFlo

I have phoned cs at bt, even though I am still in contract with them they have said it will cost £130 to have the new installation. When I pushed it they said that I would need to up my contract cost with them (I am currently getting a discount since the new contract about 6 months ago as they were charging me £49.50 a month for phone and broadband and I managed to negotiate down to £24).

So they won't move my line and reconnect me but they still want to charge me for breaking my contract.

iniltous

Your choices are to break your contact with BT at your current address and pay whatever penalty they impose for early termination, then pick a provider that does cheap/free installation at your new address, the problem you have is that if the property you are moving into has never had service, then regardless of what provider you chose they will get charged for the install, depending on the provider and what contract length and services you take will decide how much they pass on to you...
BT will consider you as an existing in contract customer so you wont get a deal, but a new provider will regard you as a new customer, and new customers tend to get the best deals...you will have to decide if the penalty fee plus any install fee is less than the BT fee to install line and transfer your account, I suppose BT could say its you and not them that is wanting to change the terms of your current arrangement, so it doesnt put you in a strong position

FloFlo

I've checked on their website and it states that customers taking phone and broadband get it free, no mention of not free if you are getting a discount.

Think I will give it another go with someone else tomorrow before agreeing to pay or cancelling.