This topic

Billing/switching

lobsterlee — Wed, 30 Oct 2024 11:41:19 GMT

Is anyone able to help! Or had similar issues when leaving BT.

I should have left BT on the 11th October (notice served 11th Sept). Vodafone actually installed a new fibre line on 23rd Sept.
so far my bt account is still active as multiple calls and chats has failed to cancel my bt service! I even have emails from BT saying the 11th Oct is when I’ll be leaving! They also acknowledged receiving their equipment back on the 18th Oct.

Bt said there was a problem with their provider actually closing the line as their systems were down, then I was told it’s because Vodafone installed a new fibre line that BT’s system didn’t close down when it should… plenty of sorry’s and it’ll all be updated with 24hrs…

however my account is still active… 5 days later from being assured it wont be! I just need a refund on monies taken from 11th Oct. & a final bill..!

Re: Billing/switching

iniltous — Wed, 30 Oct 2024 15:56:01 GMT

If Vodafone installed a ‘new fibre line’ presumably this is FTTP , so is it over City Fibre or Openreach , and did you have a telephone service with BT and you asked Vodafone to port the number ( so VF are providing the same phone number ) ?, on what are you basing your BT service still being ‘active ‘ if you have sent the router back presumably it’s not because it’s still ‘working’ ?

If your BT service was acknowledged as ending in the 11th of October then it’s probably a bit early to be overly concerned , it’s quite normal to be charged for some days after the ending of service and then refunded for those days , as the billing cycle won’t align with the date your notice period ended ,obviously after that bill reconciliation is done , if you don’t receive a refund for 12th October onwards then you have a valid complaint.

FWIW , if you did take telephony from VF and they didn’t request the phone number be ported in a timely fashion ( basically requesting it after 10th October ) that could impact the actual date your service ‘ends’ with BT , plus who gave notice , you directly by calling BT , or by Vodafone using the new OTS ( one touch switching ) platform ?
As you have emails acknowledging the 11th as your last day with BT , if your ‘BT’ line and broadband appear to still be working just because the account is accessible on line ( presumably that’s why you are concerned ) , ultimately its of no consequence to you unless you eventually ( after the paying and refunding cycle completes ) you pay BT for those days , and it’s too soon to know that .

Re: Billing/switching

lobsterlee — Wed, 30 Oct 2024 16:46:11 GMT

Many thanks for the reply,

Yes cityfibre installed a new fibre line.

I had no telephone service associated with my BT broadband so there was no number to ‘switch’ it just appears for whatever reason the cease order (that generated the emails and told me of my leaving date etc.) didn’t actually happen. BT have said today…

“I can see you switched to a different provider and the cease never went through
properly on our end. Therefore you're still being billed incorrectly”.

its still active as when I was in the BT chat again today, they told me so. Although I finally got put through to someone in Executive Customer Resolutions who says a new cease order has been raised and once that is complete (next week) a final bill will be raised (another 10 days) and then they will refund the rental back etc.

its a shame as we’ve been with BT since moving here 17 years ago and been happy, even happier when fibre was installed in our street a couple of years ago. However BT have continued to change the date for full fibre to our property. Only last month this date changed again to Dec 2025… Along came Vodafone and offered us 910mbps (currently getting 890mbps) compared to the 32-34mbps we were getting with BT… all for the same price.