This topic

Major issues transferring account and packages to a new address

MORGAG — Mon, 24 Mar 2025 21:52:50 GMT

Major issues relating to change of address

As I am moving home on 31 March, as requested, I contacted customer services on 17 March providing the 2 weeks notification BT requested. Having spent at least 1 hour on the phone, I explained that I wanted to take my current number and calls and broadband package to my new address which is only two doors away from my current home. All was going well until the contact tried to place the order. Apparently there was a bogus order caused by Openreach systems that was preventing the order being processed. After waiting another 30 minutes for the BT team to investigate the cause I was then told someone would call me back on either Tuesday 18 or Wednesday 19 March. Surprise, surprise, no -one called me back. I contacted the moving team again on Wednesday evening 19 March. After speaking to 2 different contacts during this session I was advised the order should go through and that my new B/Band package with increased speed and full fibre would increase slightly to £56.99 and that my call package would remain the same. No reasons were given why I wasn't called back after my 1st call. When the BT support team went to put my order through on this occasion I was told there was an Openreach issue again and that it couldn't be resolved until 2 June!!!! The contact agreed to investigate further and call me back on Thursday 20 March. I was called back on 20 March and support member tried to put the order through again but faced the same Openreach issue. I was then told I would be called on Friday 21 March . Unfortunately no one called on 21 March. I called the moving home team again on Monday 24 March with the move only a week away I was getting anxious and extremely frustrated with the inefficiency I was facing as no one could tell me what the problems were. After speaking to 2 people and 3 phone calls ( on phone for 1.5 hours again) I was given conflicting messages regarding the use of a mini hub then a hybrid hub with a rolling contract and no calls package I asked to be called back by his manager or supervisor. To be fair, the individual I spoke to did call back at 5.35and said my request could be now processed, however, he then advised that the prices I had been quoted couldn't be honoured t as his system wouldn't allow it. Extremely frustrated after this latest 35 minute call I asked if a supervisor or manager could me back. I was told this could be arranged and that I would be called back within 48hours - I wait with baited breath to see what develops after speaking to 5 people and 7 hours on the phone to date for what should have been a simple request and process!!!!!!

Major issues relating to change of address

MORGAG — Mon, 24 Mar 2025 19:06:07 GMT

As I am moving home on 31 March, as requested, I contacted customer services on 17 March providing the 2 weeks notification BT requested. Having spent at least 1 hour on the phone, I explained that I wanted to take my current number and calls and broadband package to my new address which is only two doors away from my current home. All was going well until the contact tried to place the order. Apparently there was a bogus order caused by Openreach systems that was preventing the order being processed. After waiting another 30 minutes for the BT team to investigate the cause I was then told someone would call me back on either Tuesday 18 or Wednesday 19 March. Surprise, surprise, no -one called me back. I contacted the moving team again on Wednesday evening 19 March. After speaking to 2 different contacts during this session I was advised the order should go through and that my new B/Band package with increased speed and full fibre would increase slightly to £56.99 and that my call package would remain the same. No reasons were given why I wasn't called back after my 1st call. When the BT support team went to put my order through on this occasion I was told there was an Openreach issue again and that it couldn't be resolved until 2 June!!!! The contact agreed to investigate further and call me back on Thursday 20 March. I was called back on 20 March and support member tried to put the order through again but faced the same Openreach issue. I was then told I would be called on Friday 21 March . Unfortunately no one called on 21 March. I called the moving home team again on Monday 24 March with the move only a week away I was getting anxious and extremely frustrated with the inefficiency I was facing as no one could tell me what the problems were. After speaking to 2 people and 3 phone calls I( on phone for 1.5 hours again) was given conflicting messages regarding the use of a mini hub then a hybrid hub with a rolling contract and no calls package I asked to be called back by his manager or supervisor. To be fair, the individual I spoke to did call back at 5.35and said my request could be now processed, however, he then advised that the prices I had been quoted couldn't be honoured t as his system wouldn't allow it. Extremely frustrated after this latest 35 minute call I asked if a supervisor or manager could me back. I was told this could be arranged and that I would be called back within 48hours - I wait with bated breath to see what develops after speaking to 5 people and 7 hours on the phone to date for what should have been a simple request and process!!!!!!

Re: Major issues transferring account and packages to a new address

imjolly — Mon, 24 Mar 2025 22:21:57 GMT

When you say you contacted CS advising the move did you actually use the available home move option rather than CS

https://www.bt.com/manage/moving-home.

Re: Major issues transferring account and packages to a new address

MORGAG — Mon, 24 Mar 2025 23:23:00 GMT

No I actually called them as I needed to transfer my existing number to my new address and have the number at my new address moved to my current home. I also needed to have Broadband installed at my new address so my services could be moved over.