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BT - Excessive and punitive leaving charges
Comments
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So what happened?0
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So what happened?
Right now my BT connection is still up, which is what should happen as I don't move to TalkTalk til tomorrow.
However several txt messages, letters address to my home, e-mails and BT employees themselves all insist I owe them 65.00 equipment charge + 0.63 early leaving fee...
We'll see. I can't see why they want to charge me a leaving fee as I am definitely not leaving early or breeching my contract, but the comms bombardment from BT as soon as TalkTalk initiated the change suggests otherwise, but I've been bashing my head again a BT shaped brick wall since this thread started.
I will know more when I get my final bill I guess....0 -
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Your original post said the 16th which is why I asked today. So at least BT didn't disconnect yesterday at 2pm despite what you were told at one point.
Yes, 16th is the original date on my TalkTalk order, but this changed to 17th since my original.
This is what BT tell me:
'
Dear xxxx,
Another service provider has told us you want to move your phone line and broadband over to them on 15-Dec-2015. So we're taking this as notice that you want to stop these services with us on that date.
If that's not right, or you've changed your mind, please get in touch with us on 0800 028 3098 as soon as you can. The sooner you call us the easier it is to change things. If we don't hear from you by 2pm on 11-Dec-2015, your services will automatically be moved on 15-Dec-2015
When you leave BT
We'll send you a final bill with the amount you need to pay. It'll include charges for the services you have with us, including line rental and calls, up to and including 15-Dec-2015. We'll take this payment in the same way we took your previous payments. So, if you've been paying by Direct Debit or Monthly Payment Plan, please don't cancel it until we've taken your final payment. This means the credit or debit balance you have can go towards your final bill, and you'll get any refund due to you faster by Direct Debit than cheque.
We won't be able to refund your upfront payment for BT Line Rental Saver
You've paid up to £194.28 in advance for 12 months' line rental, but we can't refund any of it as it was a special discount for paying upfront.
Equipment charges
As you've got equipment from BT, you'll need to pay:- £65.00 for broadband equipment charges.
As you're moving before the end of your contract, you'll need to pay a charge for each month left of your minimum term. We expect this to be £0.63 by the time you move.'
Now I know the connects on the e-mails and letters are absolute rubbish, because I am not leaving early.
I imagine is this is BT's modus operandi a lot of people would just renew to avoid these charges.
Anyhow, I've been written to, and txt'd to my mobile the same phone now, renew and avoid these charges, which I don't think are justifiable as I maintain I am moving at the end of my BT contract, and not one minute before....0 -
Another service provider has told us you want to move your phone line and broadband over to them on 15-Dec-2015. So we're taking this as notice that you want to stop these services with us on that date.
Ok what would concern me is that BT are saying that they have been told you are moving on the 15th December and yet you say that TalkTalk gave you the 16th as your moving date.
So basically who has given BT the wrong date? Presumably TalkTalk?
If Bt has been given the wrong date I can see the point of all the emails etc about early termination charges as it appears you were moving before your contract ended so I wouldn't necessarily be pointing any blame towards BT.
As it obviously happened that way there should be no charges made by BT.0 -
Ok what would concern me is that BT are saying that they have been told you are moving on the 15th December and yet you say that TalkTalk gave you the 16th as your moving date.
So basically who has given BT the wrong date? Presumably TalkTalk?
If Bt has been given the wrong date I can see the point of all the emails etc about early termination charges as it appears you were moving before your contract ended so I wouldn't necessarily be pointing any blame towards BT.
As it obviously happened that way there should be no charges made by BT.
Well TalkTalk tell me that they havent' given the wrong date - Openreach do the switch (17th) and that is my leaving date. This is confirmed by my TalkTalk activation date, and by the fact I'm still on BT at this moment. I assume I'll move to TalkTalk sometime tomorrow.
BT tell me I need to Cancel the TalkTalk move or ask them to change the date to avoid the fine.
I do blame BT because the 65.00 charge is excessive and not justifiable, and they refuse to waive it despite overwhelming evidence I am not leaving early. I told BT I would not get into finger pointing between companies, and if they wanted to justify this to Ofcom I'd like a Complaint number and we'd take it from there.0 -
I do blame BT because the 65.00 charge is excessive and not justifiable, and they refuse to waive it despite overwhelming evidence I am not leaving early. I told BT I would not get into finger pointing between companies, and if they wanted to justify this to Ofcom I'd like a Complaint number and we'd take it from there.
It's justifiable if you were moving early as it's part of the T&C you agreed to. If they were given a date of the 15th they are within their rights to charge this.
However it's now obvious that the date they were given was wrong and therefore these charges should not be applied.0 -
Well TalkTalk tell me that they havent' given the wrong date - Openreach do the switch (17th) and that is my leaving date. This is confirmed by my TalkTalk activation date, and by the fact I'm still on BT at this moment. I assume I'll move to TalkTalk sometime tomorrow.
Presumably your switch went ahead successfully?0 -
Presumably your switch went ahead successfully?
No it didn't.
On 17th it was cancelled completely by TalkTalk - called up TalkTalk and I've been told 3 different stories, but all appear to be to do with Openreach
Story 1) Openreach found my line was not enabled for fibre
Story 2) A 'cease' order has been placed on the line by BT according to Openreach
Story 3) Openreach reported an 'out of bounds' issue
Started another thread on this:
https://forums.moneysavingexpert.com/discussion/5379297
No one at TalkTalk really knows what the problem is, and the issue appears to be originating BT / Openreach side which is causing the switch to fail.
Total mess!0 -
Story 2) A 'cease' order has been placed on the line by BT according to Openreach
That sounds like the most likely reason considering that BT had told you the line would be cancelled on the 15th.
The cease order would prevent TalkTalk from taking it over. It may also cause a loss of your number.
I would suggest you phone BT and get them to remove the cease order.0
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