How can i stop my service provider from charging me !!

butch1978_2

Hi
I am new to this site, and i need some advice. I am due to move address at the beginning of October. I have called my telephone and internet provider (Primus Saver) to advise that i am moving and wish to transfer my service to my new address, they advised me that i will have to pay £59 to move as an engineer will have to go to the exchange to set up the new line etc. After grumbling and accepting the fee they then advised me that they are unable to supply me a service at my new address as the exchange is full for them to use!! And that i will either have to pay a £75 cancellation charge as i am in breach of my contract or continue to pay the rental at my current address until my contract expires which is october 2013!!
I cant see how they can do this as if i choose to move but pay the internet and broadband at my old address then the new occupier can use my call credit, or wont be able to have a service as my service is blocking any more lines!!! This company cant offer me a service so why should i pay, thats not my fault.

Any advise or help will be welcomed
thanks

macman

You contracted to a service for a minimum of 12 months at the existing address. Primus (nor any other telcom) do not guarantee to offer that service at any other address you subsequently choose to move to.
Since the new address does not currently have a line, it is necessary for Primus to pay BT OR to provision a new one, and that is always chargeable (BT charge £130), so why the grumble? The actual Home Move service is usually free to a existing line.
If it turns out that the new address cannot be supplied, then you are liable to an ETC, as you are terminating your service inside the minimum term. So I can't see any possible basis for your complaint against Primus.
But might I suggest you ask the same question of a better provider? You might get a different answer.

System

I think the OP is saying that there is no spare capacity on the primus circuits for that exchange. Other providers may well be able to supply but Primaus can't

macman

Which I don't understand, because Primus is just a BT reseller, if there is any capacity on the exchange, they should be able to get a line. More likely to be a physical problem with installing a line at the actual property?
However trying to get that kind of info from Primus is a vain hope.

deklan99

For their really cheap voice and broadband deals Primus use TalkTalk LLU so could be capacity issues.
However dealing with either of those companies is fraught with issues of incompetence.

butch1978_2

macman wrote: »

You contracted to a service for a minimum of 12 months at the existing address. Primus (nor any other telcom) do not guarantee to offer that service at any other address you subsequently choose to move to.
Since the new address does not currently have a line, it is necessary for Primus to pay BT OR to provision a new one, and that is always chargeable (BT charge £130), so why the grumble? The actual Home Move service is usually free to a existing line.
If it turns out that the new address cannot be supplied, then you are liable to an ETC, as you are terminating your service inside the minimum term. So I can't see any possible basis for your complaint against Primus.
But might I suggest you ask the same question of a better provider? You might get a different answer.

Just to clarify your point, there is a BT line at the new address, but there is no room on the exchange for primus to supply me a line. I can use BT or Sky at my new address but not Primus.
I am not grumbling i asked for advise.

butch1978_2

!!!!!! wrote: »

I think the OP is saying that there is no spare capacity on the primus circuits for that exchange. Other providers may well be able to supply but Primaus can't

You are correct, so where do i stand?

macman

If there is already a line at the address then Primus should be able to take this over. However assuming it is disconnected, a reconnection charge will still apply.

butch1978_2

macman wrote: »

If there is already a line at the address then Primus should be able to take this over. However assuming it is disconnected, a reconnection charge will still apply.

I am not worried about the connection charge, as i understand that, but they are telling me they have no more room at the exchange. I can only assume that BT only let them have X amount of capacity, which they are on the limit, so cant let me have a phone line with them. If this is the case then surely this is not my fault as i am willing to take Primus service with me.

macman

It's not anybody's 'fault'. But they do not guarantee to provide a service to you at any address other than the existing one. If so, then you are in breach of contract if you move within minimum term, and an ETC is chargeable.

butch1978_2

I have just spoken to Primus again, and spoken to a different person, who informed me that i am able to transfer my services to my new property for free as there is space on the bt exchange but not the primus bt exchange!!!