Expensive and no help on the phone

[johhnnie99]

Anyone else moved home from a 900 fibre halo 3 connection to a part fibre connection that goes at between 1 and 5 mbps also paying the same price for the 900 fibre halo 3.

Your current package

1Mb

Download speed

£64.26
a month

No help when calling them about the price for this **bleep**.

[Kimberlin]

@johhnnie99  I think you’d probably have to go into a lot more detail than you have to ascertain exactly why you’re paying £64 a month for a maximum 5mbps fibre. Have you spoken to BT about it? Bearing in mind this is a customer to customer forum and BT don’t read your posts.

[imjolly]

@johhnnie99 

Is this change in available broadband package a result of you moving home to an area where FTTP is not available and only FTTC but you new home a long way from street cabinet?

do you also have DV and a call package?

[gg30340 · Accepted solution]

If you used the "Home Move" offered by BT this means that you do not need to cancel the Fixed Term Contract package that you are on and pay early termination fees, in this case for your 900 FTTP package. Your broadband contract will just continue on the same Fixed Term Contract with the same length of time to run until its end date and at the same cost.

Your present contract will be continued at your new address as long as BT can connect you to a BT broadband package. It does not need to be the same package that you had at your "old" address as long as they can connect you BT Broadband. (See Terms Conditions in the link below).

Unfortunately if the new address you are moving to is not in an FTTP area which would obviously mean that BT can not connect you to a 900 FTTP package they then connect you to the best BT Broadband package that is available where your new house is located.

This may only be a Fibre to the Cabinet (FTTC) package and depending on how far your new house is from the Cabinet it could mean that your speeds will be substantially less that what you were getting with your 900 FTTP package. 

When you instigate a Home Move with BT they should have told you what speeds you can expect at the new address. Did they not do that?

If you want to change your present 900Mbps BT Broadband Fixed Term Contract as far as I am aware you will need to cancel that package, and incur cancellation charges and then if you want to stay with BT or move to a different ISP, take out a new Fixed Term Contract more relevant to the speeds that you are getting at the new address. 

You could try and contact BT Billing 0330.1234.150 and try and negotiate a better price for the contract you are on but I suspect that BT will inform you they have complied with the "Home Move " Terms and Conditions and if you want to take out a new contract you will be liable for cancellation fees.

See T&Cs section 27.

 Value Added Service Terms and Conditions

You could shop around and see what other providers are offering and you may find that some of them will cover your cancellation fees up to a set limit.

In any event you have nothing to lose by calling BT to see if they will lower the cost particularly if you have found an ISP that if you moved to them they would pay the cancellation fees and tell BT that you are prepared to move to that ISP if BT won't budge.