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Home move cancellation fees

Hi everyone & please excuse me, if this question was already answered before.
We are currently in EE contract for a next 6 month (having fibre optic broadband) , which I am very happ with, as speed is up to 60mbs. But next week we are moving into our new house, which is new build and in that property EE can't provide broadband faster than 5mb/s, which is extremely slow. Spoke with Sky yesterday and they can offer something faster/cheaper and also they suggest that there shouldn't be any cancellation fee from EE, as we are not happy with the speed offered to us. However I spoke with EE adviser and one of them said that we have to pay £250 to leave and another one said, we don't have to. Don't know what to do now really...tried to contact EE again and when said that I am calling about to leave, they just hang up. And also I received email from EE saying that estimated speed at the new property should be around 0 mb/s. This is probably spelling mistake, but this doesn't make sense to me at all. Who had similar situation?
***Twins mummy***
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Comments

  • onomatopoeia99
    onomatopoeia99 Posts: 7,051 Forumite
    Tenth Anniversary 1,000 Posts Name Dropper
    You are breaking the contract to supply broadband at your current address by moving and leaving your current supplier unable to supply at the same speed as previously. Any reduction of the charge for early termination will be at the supplier's discretion, you are not entitled to a reduction.

    The advice of a competitor on what your current supplier should or should not do should be taken with a pinch of salt!
    Proud member of the wokerati, though I don't eat tofu.Home is where my books are.Solar PV 5.2kWp system, SE facing, >1% shading, installed March 2019.Mortgage free July 2023
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Get Sky to pay the balance or you pay it and move to Sky .
  • Anzhelka
    Anzhelka Posts: 197 Forumite
    You are breaking the contract to supply broadband at your current address by moving and leaving your current supplier unable to supply at the same speed as previously. Any reduction of the charge for early termination will be at the supplier's discretion, you are not entitled to a reduction.

    The advice of a competitor on what your current supplier should or should not do should be taken with a pinch of salt!




    Yes, but EE advisor over the phone also said that I don't have to pay a fee because they are not able to supply anything faster at that address. Even for getting 5mb/s speed I need to wait ages, when engineer will come (3 weeks). However another one said that there may be charge. Who to believe then to?
    ***Twins mummy***
  • Hi - I'm moving out of my house, new owners moving in and using new ISP service from another provider, but I cannot move into my new permanent home as contracts will not be ready to exchange before completion on my current home. So I cannot transfer my current broadband and landline yet to the new place. My ISP wants to charge me for cancellation (within 12-month contract) even though I have said I want to use them when I do eventually get into the new place. They say they cannot 'suspend' my service for a few weeks. This seems rather unfair as I don't actually want to cancel the service. Any ideas or advice?
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Continue paying ??with the agreement of the new owners .
    Is it worth paying off your contract ??
    You would then be open to new customer offers .
  • Thank you for response. I'd be happy to continue paying but this seems not an option as new owners will get new landline number. So my ISP says my service must cease. I don't understand the logistics. If I could transfer straightaway to new address then ISP deems that as continuation of service. But because of delay of few weeks, then service must cease, I.e. be cancelled. I cannot understand why they cannot suspend service and restart when I move to new address. They seem to want to lose my business. Sigh.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Basically you have a contract that requires paying .You don't have a service at any address its at the current one . Moving will require a new contract . BT will allow you to start a new contract at the new address and forego you paying off your current contract .
    But it does seem rather silly that BT are so inflexible .

    But i would ask BT first how much to just cancel and pay off the current contract .
  • spyhunter
    spyhunter Posts: 250 Forumite
    JJ_Egan wrote: »
    Basically you have a contract that requires paying .You don't have a service at any address its at the current one . Moving will require a new contract . BT will allow you to start a new contract at the new address and forego you paying off your current contract .
    But it does seem rather silly that BT are so inflexible .

    But i would ask BT first how much to just cancel and pay off the current contract .

    Who mentioned BT ??? The op has not said who the isp is.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Thanks my fault as i was talking to BT at the same time as reply .
  • unforeseen
    unforeseen Posts: 7,347 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    As soon as the new owners take over the line and get a new number, your number ceases. As broadband provision is to a specified number which no longer exists then broadband must cease as well.

    When a number is ceased then it is quarantined initially for a period (or should be) before going back into the pool for reuse. No landlines provider AFAIK will suspend a line that does not terminate at a customer location
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