query about moving home / cancelling with BT Fibre

shaggy

I signed up with BT Fibre back in August, and knew I was going to move house before the 12 months are up.

Before I signed up, I got it in clear writing via online chat that any house move is done free of charge, everything remains the same, including free phone line install if needed.

Today I call up with a date to move, and get told that i would have to pay £130 for phone line install. If I want BT to pay this, i sign up to a new contract, my monthly Fibre cost increases from my offer price of £10.99 to £24.99 a month and I sign up for another 12 months.

Surely this is not right? Am I within grounds to cancel the contract and find a supplier who will fit the phone line for free? I have raised a complaint with BT in the meantime to see what they say.

I havent had a letter informing me of fibre price increases (yet) so I dont think I can use that as grounds to cancel can I?

Marcio45

So the better way to go about it is to use the price increase to get out of it.
You should have received a letter by now. I got mine nearly a month ago and my service has been disconnected end of february.
Dont mention the letter just ring and say you want to cancel because of the price increase. Hope you are not out of 30 days that you were supposed to give notice. Probably the letter got lost in the post. Have you checked on your email? I got an email and a letter.

shaggy

Marcio45 wrote: »

So the better way to go about it is to use the price increase to get out of it.
You should have received a letter by now. I got mine nearly a month ago and my service has been disconnected end of february.
Dont mention the letter just ring and say you want to cancel because of the price increase. Hope you are not out of 30 days that you were supposed to give notice. Probably the letter got lost in the post. Have you checked on your email? I got an email and a letter.

ah crap. I got the email on Jan 31st - just checked. I guess that avenue is not open to me. I have it in clear writing that there will be no charge for moving services to a new home so I dont mind going down this route, but I'll be damned if Im paying for a new phone line installation. I dont mind overseeing the rest of my contract until August as long as they promised what was said to me in my chat.

As I said I have escalated a complaint with them and I am told they will respond by 14th march.

..but i never got a letter though. Lets see what happens to my escalation.

shaggy

Someone from the escalations team called me back and offered to waive the install charge. But that will mean a new 12 month contract on the phone line and the broadband will continue as normal, expiring in August and increasing by £2.50 a month from next month.

Not too bad a deal but the phone line contract will then be out of sync with the broadband meaning I'll be very limited in finding a new deal come broadband renewal time in August.

I asked if I could cancel due to price rises and the nice person said yes. I'll think about this and answer tomorrow.

Will be looking round for other deals but from what I recall sky charge a small amount or even zero for installing new lines...

shaggy

update on this:

After my comment that the phone and fibre part of the deal will then be ending at separate times, hence out of sync, and very difficult to move and find other deals , the nice lady at the escalation dept called me back and offered for both broadband + phone to finish at the same time in the summer.

This suits me fine and I'm happy to absorb the £2.00-ish per month broadband price rise. It works out cheaper at least for the next six months to do this than, for example, move to Plusnet and pay them £50 for a new phone line install.

Sky wasnt even considered as an option, even though their new phone line install charge is £20 - over the course of the 18 months contract they work out to be about £70 more expensive. Plus their router is single frequency and pretty rubbish compared to Plusnet and BT. Good riddance to Murdoch and Sky!


The person also sent me an email with these details and noted them on my account so come renewal time in the summer, whoever I speak to has them in black and white on my notes.

Just goes to show, a little bit of personalised customer service goes a long way.

Pretty happy with BT to be honest. Their router is just top notch once you manage to fine tune the wireless transmission frequencies.

I'm sure there will be plenty of other deals about in the summer if BT dont offer me anything good to stick around.