This topic

Cancel BT package including landline and pay for redirect for a month

caroandrew — Wed, 22 Nov 2023 14:12:15 GMT

I am cancelling my landline (Digital Voice) and broadband package due to a house move and there being no FTTP premises (as I have now ) at the new house. I want to set a redirect on the landline number (as we have had it for 36 years) and was told by one BT Guide that this was possible at a cost of around £30 However I have spent 45 minutes on the phone to BT today where this time I've been told it is not possible. This should be an easy option with DV. Can anyone clarify?

Re: Cancel BT package including landline and pay for redirect for a month

jac_95 — Wed, 22 Nov 2023 14:15:02 GMT

Hi caroandrew,

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Re: Cancel BT package including landline and pay for redirect for a month

imjolly — Wed, 22 Nov 2023 14:15:55 GMT

why can't you just transfer your package to new home ( as long as openreach can provide a service no need to cancel)

Re: Cancel BT package including landline and pay for redirect for a month

caroandrew — Wed, 22 Nov 2023 14:23:15 GMT

I currently have 100MB download - new address has 8MB from BT ( no fibre at all)

Re: Cancel BT package including landline and pay for redirect for a month

imjolly — Wed, 22 Nov 2023 14:38:58 GMT

to see what is available at new address can you enter address here and post results remember to delete address

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

if you are in fixed term contract with BT then your will have cancellation charges to pay if you cancel

Re: Cancel BT package including landline and pay for redirect for a month

Anonymous — Wed, 22 Nov 2023 14:46:31 GMT

Happy to be corrected but it seems unlikely that you could divert calls from a phone service you'd be no longer paying for.

I take it you are also aware that lack of FTTP doesn't give you a right to cancel without early termination fees?

Re: Cancel BT package including landline and pay for redirect for a month

caroandrew — Wed, 22 Nov 2023 14:58:57 GMT

I have already been told there is no exit fee as they cannot provide a comparable service. I was also told that there was a facility to redirect my landline for a month ( I also saw it online but cannot now find the page on the website). This should be an easy function with DV and so is an easy earner for BT (at the £30 I was told)

Re: Cancel BT package including landline and pay for redirect for a month

iniltous — Wed, 22 Nov 2023 15:11:59 GMT

I think the OP is wanting ‘caller redirect’ , rather than simply call diversion ( which would need a working line so that it could be turned off and on as required ) , caller redirect doesn’t need the ‘number’ to be working at an address .

Although possibly counter intuitive, the OP statement that with DV it should be ‘easy’ isn’t necessarily going to be true , when BT were an integrated provider ( responsible for everything ) situations where ( for example ) someone was moving address into a different exchange area or possibly a different part of the country, they could have various options dealing with incoming calls to the ‘old’ number , CNI ( changed number interception ) the operator answers calls to the old number and could either onward connect or pass on the changed number to the caller , or what the OP apparently wants ‘caller redirect’ , where an automated voice advises the caller of the new number , there was even a facility much like call diversion where calls to the number were redirected without the caller realising, the ‘diverted’ part of the call charged to the owner of the number called ( so no extra charge to the caller ) this was used by businesses as a phantom office , business that wanted the appearance of having an office in a particular town or city , so callers assumed if they rang a local number the company must be local, but the company could be located anywhere .

These facilities may or may not have been incorporated into DV , as relatively niche products they may not have been worth the development costs , and allowed to disappear from the product portfolio with DV , presumably the BT Mod will know ( or be able to find out ) , as the OP seems to have been given contradictory information .

What I would say , going back to an earlier time , these products were not purchased on a one off fee basis , so if it’s available and £30 , that will be £30 a month , or a quarter, or whatever , stop paying , the calls are no longer ‘redirected’ they would simply get ‘number unobtainable’ tone , so these facilities were generally just for a short period to catch the occasional person unaware of the new number , it was never a permanent solution.

Re: Cancel BT package including landline and pay for redirect for a month

imjolly — Wed, 22 Nov 2023 15:02:30 GMT

the BT T&C say you can cancel your service free only if openreach cannot provide a service. It does not need to be the same as you currently have and from what you posted openreach can provide a service to your new address

it would help if you use link I posted so can see what is available at new address

Re: Cancel BT package including landline and pay for redirect for a month

caroandrew — Wed, 22 Nov 2023 15:15:42 GMT

This is what I get with the new address

I do not want the phone calls to my current landline to be redirected to ring another number. Simply a message to say 'number closed - please call xxxx' and just for one month

Re: Cancel BT package including landline and pay for redirect for a month

imjolly — Wed, 22 Nov 2023 15:16:01 GMT

it appears you can only get adsl but a service can be provided by openreach

Re: Cancel BT package including landline and pay for redirect for a month

-Richie- — Wed, 22 Nov 2023 21:04:15 GMT

Caller redirect is a service available on a home home order, when you can't retain the same number because you're served by a different exchange.
It doesn't exist with Digital Voice because there is no exchange limitation anymore, so the product doesn't exist for a scenario that won't come up.

It's also a recurring charge but as you're moving house and staying with BT, not an issue.

It doesn't exist on a full account cease, because when the services end a final bill is generated, no recurring charges because you're no longer a customer.

I hope that clears up the confusion 🙂

Re: Cancel BT package including landline and pay for redirect for a month

caroandrew — Mon, 18 Mar 2024 20:36:54 GMT

So 3 months on.

My BT fibre account has been closed there was no closure charge as BT could not offer FTTP at my new address, my old landline number (which was definitely DV) now has a recorded message with our alternative mobile number. I have paid £10.20 per month for this. However I have now called BT twice to cancel this message and stop the £10.20 charge. Each time I have been promised this has happened - but it hasnt! I cant stop my direct debit as I am paying to keep my email addresses. Never has anything which should be relatively straightforward proved so difficult!!