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Re: Moving House

Nickverwood — Mon, 03 Jun 2024 15:24:58 GMT

I will be moving next week and when I called BT to start the move process they have insisted that I have to start a new 24 month period, albeit in their words "staying on the same contract". I told them that their website says I can stay on my existing contract as I am keeping the same speed/package but they say this is not possible.

They say I can cancel during the 14 day cooling off period, but when I asked what would happen if I did this - ie would they just pull the plug or move me back to my current deal (and period ending August) they were not able to answer.

Can anyone give a definitive answer on whether I really do need to start a new 24 month period (without even the option to negotiate a better price!) and/or what happens if I pick up the phone to them within the 14 day period and cancel the agreement?

Thanks

Re: Moving House

Keith_Beddoe — Mon, 03 Jun 2024 15:14:00 GMT

I have moved your post to this new thread, so you can get personal help from the community or moderators, so please watch this thread for updates.

Re: Moving House

licquorice — Mon, 03 Jun 2024 15:41:01 GMT

If you are keeping the same package, then there is no requirement for a new 24 month contract.

If you are making changes to your package along with the move, then there is.

Re: Moving House

imjolly — Mon, 03 Jun 2024 16:51:53 GMT

This BT page suggests you need to have 3 months contract remaining when you move definitely not a new 24 month contract

https://www.bt.com/help/account-and-billing/moving-home/moving-home-with-bt

Re: Moving House

Nickverwood — Mon, 03 Jun 2024 16:59:19 GMT

Thanks both - it seems as if they're pulling a fast one doesn't it?

I'll give them another call and report back for others' reference in the future.

Re: Moving House

garybs29 — Tue, 04 Jun 2024 10:25:43 GMT

If your contract ends in August then that's outwith the 3 months minimum & certainly not pulling a fast one.......

Re: Moving House

imjolly — Tue, 04 Jun 2024 10:32:45 GMT

@garybs29 wrote:

If your contract ends in August then that's outwith the 3 months minimum & certainly not pulling a fast one.......

they are if trying to insist on 24 month contract whereas the link says if not 3 months left on contract then existing contract will be extended to 3 months

Re: Moving House

chrisjp — Tue, 04 Jun 2024 10:37:58 GMT

Are the BT phone agents just woefully ill-informed and under-trained, or do they "pull a fast one" to gain extra commission?

Re: Moving House

Nickverwood — Tue, 04 Jun 2024 11:53:51 GMT

Probably best we focus on the ill-informed/under trained theme...

Either way, the "advice" given on the phone is totally different from what their website states.

As feedback for others, I decided to file a complaint with BT yesterday evening as I believed I had been sold something at odds with what their website states (ie you can continue your existing contract or only have a 3 month extension if you are within 3 months of your current contract ending).

The lady I spoke to (who was very polite by the way and who really tried to help) recommended I keep the order in place and the date planned for the set up at the new property as otherwise I risked delaying the transfer but that I was able to cancel the "new" contract within the 14 day cooling off period (the time starting from the date of the new contract ie next week, not now) with no penalty to pay if I cancel. I got this in writing from her just to be sure. I thought that if I cancelled they would just transfer me back to my current contract until it ends or invoke the 3 month rule, but apparently no so. I guess they want the opportunity to try and sell me a new package.

So I plan to contact BT once I am up and running, see what they can offer and start a new contract if all is ok or move to another provider if they can't offer anything attractive.

Clear as mud...and I fully suspect it will be yet another story from the agent I speak to next time.

Re: Moving House

RIC9380 — Tue, 04 Jun 2024 11:59:00 GMT

I'm current on hold to BT as I'm raising a similar query - see my own thread on the subject of moving home where I'll post an update shortly.
RIC9380

Re: Moving House

Carlusha — Tue, 04 Jun 2024 12:24:02 GMT

@Nickverwood I'm deaf, I cannot 'phone. However, to bypass the ill-informed phone support, you can organise the home move on-line in your MyBT account.

I used this service and found it absolutely spot on without any changes to my contract expiry date.

Moving home with BT

Re: Moving House

Nickverwood — Tue, 04 Jun 2024 13:07:13 GMT

Hi Carlusha - yes, I thought this would be the easiest option too and this is how I started the process, but unfortunately after I had filled out all the details I got a screen saying I needed to call them.

This was also how I saw that you could continue your existing contract as this was one of the options to choose. Maybe I was just unlucky and did something wrong. Hopefully others are more lucky and can arrange it as you did. But a good tip to others to try this first , thanks

Re: Moving House

Brixit — Tue, 04 Jun 2024 16:08:10 GMT

Hi, had similar issue a few weeks back - 6 months left on contract. I wanted to continue with contract and see what was available at a later date. was told could not do that so, to avoid any uncertainty decided to sign new contract. Left a bad taste, i.e. we've got you by the short and curlies. Good luck

Re: Moving House

Carlusha — Tue, 04 Jun 2024 16:43:55 GMT

@Nickverwoodwrote:
Hi Carlusha - yes, I thought this would be the easiest option too and this is how I started the process, but unfortunately after I had filled out all the details I got a screen saying I needed to call them.

Oh, I forgot to mention, since we only moved 500 yards, we were able to keep our 'phone number although that took 3 weeks to port. They gave us one of those wee 4g thingies that was brilliant! Another 200 yards and we would have been out of the FTTC area!

Mind you, all this was done without a phone call! I have RelayUK but the operator won't hold on as it is too long a wait for support to take the call.