BT cancelled contract

Mimi_Arc_en_ciel

Hi,

We moved house in December and had various issues with BT. I've just asked when my contract ends and they said dec this year (but I've been a BT customer for 7 years....)

Now, In December their call agent cancelled my BT contract in error, and they tried to take a cancellation fee from my bank. I realised this and cancelled the direct debit. Eventually BT agreed it was an error on their part. The direct debit was set up again - since then there have been issues with call packages (that I previously had) not being included on my package and me being over charged. This has finally been sorted out.

Anyway - fast forward to today - and I've read about a PlusNet deal, which is way better than what I am paying BT. However - BT are saying when I moved I was given a new contract (because the old one was cancelled) and that I'm now stuck in a 12 month contract with them paying over the odds.

Surely this isn't right? It was their fault for cancelling the contract in the first place.... What can I do? I really don't want to be stuck with them especially after their "customer care" !

micky2phones

Mimi_Arc_en_ciel wrote: »

Hi,

We moved house in December and had various issues with BT. I've just asked when my contract ends and they said dec this year (but I've been a BT customer for 7 years....)

Now, In December their call agent cancelled my BT contract in error, and they tried to take a cancellation fee from my bank. I realised this and cancelled the direct debit. Eventually BT agreed it was an error on their part. The direct debit was set up again - since then there have been issues with call packages (that I previously had) not being included on my package and me being over charged. This has finally been sorted out.

Anyway - fast forward to today - and I've read about a PlusNet deal, which is way better than what I am paying BT. However - BT are saying when I moved I was given a new contract (because the old one was cancelled) and that I'm now stuck in a 12 month contract with them paying over the odds.

Surely this isn't right? It was their fault for cancelling the contract in the first place.... What can I do? I really don't want to be stuck with them especially after their "customer care" !

Hi, they did this to me by updated my broadband following phone calls saying that theres no extra charge or change but not telling me it was a new 12 month contact

littleboo

When you moved house you would have started a new contract, regardless of the issues that you had at that time.

Mimi_Arc_en_ciel

No that's incorrect. On the BT website it states you only start a new contract if your services are up grades. Mines weren't - So there shouldn't have been a new contract

giraffe69

When I moved house it started a new contract. That no doubt is why neither they nor Sky etc charge when they move services.

spyhunter

Mimi_Arc_en_ciel wrote: »

No that's incorrect. On the BT website it states you only start a new contract if your services are up grades. Mines weren't - So there shouldn't have been a new contract

Moving home starts a new 12 month line rental contract

http://bt.custhelp.com/app/answers/detail/a_id/7095/~/what-will-happen-to-my-contract-term-if-i-move%3F


If you take a new package deal when you move home this also starts a new 12/18 month term with that package. For example if BT waived the £130.00 connection fee.

Line rental/broadband/call plans/TV are all separate contracts.

Mimi_Arc_en_ciel

That's if you have a new line. I didn't have a new line put in, there was already one there. The house I moved in to was inherited. The BT phone contract was paid through probate to keep the line in use, then when I moved in they just closed the account down of the deceased and mine was supposed to be carried over. The £130 was never applicable. BT told me yesterday that the reason I needed a new contract wasn't because I moved, because the line was already there and we didn't upgrade, but because the old account was closed (by them in error)

We did have to have a new sky package, as there wasn't one there already. But the phone etc

As per the link you showed me it states - any remaining contract term on a telephone calling plan will be carry over to your new address. Any term remaining on your existing broadband contract will be transferred to your new address if you take the same service there.

We didn't get any "new" services, all of our accounts were over 6/7 years old


I spoke to a gentleman yesterday after my initial call and he has said there are faults on BT's side and they are calling me today.

duchy

giraffe69 wrote: »

When I moved house it started a new contract. That no doubt is why neither they nor Sky etc charge when they move services.

Not true
Moving home with Sky with the same products doesn't trigger a new contract- but does with Virgin Media. Always worth checking and not assuming all suppliers are the same.

In the OP's case it seems BT's system wasn't capable of correcting the error of the mistaken cancellation by their own staff

iniltous

It doesn't matter if you took over an existing line, or had a new line installed , in December when you moved you started a new minimum term at that address, so leave before the minimum term expires then you will get early termination fee's applied to your account.
I don't know why you think that taking over an existing line would be different to getting a new line, as far as the provider is concerned, new address, new contract,