BT Charging £130 to move home

jimsie1

I have recently moved home and as usual BT are being very difficult to move my account to the new address. Initially I phoned them up to change it, they said that was fine because there was already a phone line there and they would just switch it across.

They then phoned me telling me to phone up the estate agents and ask them to get the current tenants to cancel their line so BT could get control over it. The old tenants did that and then BT contacted me again, telling me they had to cancel the order because there was now no phone line and they would need to start a new order and arrange for someone to install a new line.

For this I had to wait 10 days for the old order to run its course and then set up a new one which will take 2 weeks. So that has left me 24 days with no phone line. Every time I phone up BT it costs me a lot of money on my mobile and when i finally get through to someone, they never seem to have a clue what they're talking about. Also because they cancelled the first order, they also shut down my account so i can't even get onto BT Openzone anymore!

But on top of all of this my main problem is that they are now charging me £130 to install this new phone line. I'm sure that it isn't supposed to cost me to change my address? Can someone tell me the best way of sorting this that doesn't involve being on hold with BT for ages and finally getting through to an Indian call center that has absolutely no idea what is happening.

giraffe69

When I moved I went through the home move service. The people leaving my new house took their number with them but it all went perfectly smoothly and without charge. When you say BT are being difficult "as usual" do you move frequently? Did you actually use their home move service?

Sparx

I would call it quits with BT and try someone else i.e. Plusnet, Sky, TalkTalk, etc.

They are much better priced, provide a similar (if not better) service and you can get cash back via Quidco or Top CashBack.

Heinz

jimsie1 wrote: »

Every time I phone up BT it costs me a lot of money on my mobile and when i finally get through to someone, they never seem to have a clue what they're talking about.

Sounds like you're using 0800 800 150 from your mobile. Did you not think to use 0330 1234 150?