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Aspiring Contributor
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Message 1 of 8

BT Cancellation Charges

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I have rented out my appartment. I cancelled the apartments broadband in August 2016, leaving my line open so that the new tenant can transfer the account. The new tenant moved in on 26 August and they opened a BT account. They were given a new number and even though my number was still live it did not connect to anywhere. I found this out in early Septemebt and contacted BT again. they blocked the line as a precaution and said they would cancel the line. I only just found out last week that I am still being billed for the line. I raised a complaint online but the reply was to call the specialist team. i did this and explained the situation, i was told that instead of being cancelled my line contract was renewed for another 12 months! They said that they have now canceled the line. I have now been informed that in addition to an extra 3 months rental for the line, even though it was not connected to anywhere i also need to pay a cancellation charge for the contract that was mistakingly renewed.

 

I emailed the complaints team again explaining this but had the exaxtly the same reply to call the specialist team - looks like a standard reply from the complaints service. Having dealt now with three people from the specialist team all of whom have not been able to correctly deal with my issue i am loosing paitence. i am currently unemployed and these uneccessary charge are not affordable.

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: BT Cancellation Charges

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When you cancelled your broadband, did you cancel your phone line as well, as that is what you needed to do? You cannot leave a line "open" for another user to take over, it has to be ceased and then re-provided, otherwise you would be billed for the line.

 

There is a process called "working Line Takeover", but this needs to be initiated by the person moving in, well in advance of the moving date.

You would receive a letter saying that someone want to take over your line. If you did not call the number on the letter, then the new owner would have taken over the line, but not the phone number, as that might be a security risk.

 

If you think you may have renewed the line rental by accident, and still have access to MyBT, then this link will give you all your order dates.

https://www.bt.com/appsordermgmt/secure/listoforders.do

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Aspiring Contributor
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Message 3 of 8

Re: BT Cancellation Charges

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Thanks - my broadband was cancelled on 1 September and my phone contract was renewed on the same date. I did not ask for the contract to be renewed and I told the BT agent that the broadband was being cancelled as I no longer resided at the appartment?

 

i never received a letter from BT informing me of a takeover but contacted them again in arly September to ask why it had not happened. I was told that there was a new account and number at the property and that my phone number would be blocked and then cancelled. This did not happen.

 

I do ot understand how the contract can be renewed without my knowledge and how i can be charged for a phone number that does not connect to anywhere?

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Distinguished Sage
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Message 4 of 8

Re: BT Cancellation Charges

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you should have cancelled all services not just the broadband service or transferred the line and broadband to your new address
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Aspiring Contributor
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Message 5 of 8

Re: BT Cancellation Charges

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I realise that now. but the BT agent knew exactly what I wanted to do, cancel the broadband and allow for a transfer of service to the new occupier, so why did she renew the phone contract?

 

I already had a line and broadband service at my current address. There must be someway that i can get someone to review this. The person at BT I talked to the otherday was surpirised that the contract was renewed and still do not understand how I can be charged for a service that does not exist, you could call the number but no one would answer as it was not connected to any property.

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Distinguished Sage
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Message 6 of 8

Re: BT Cancellation Charges

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As has already been explained you cannot transfer services
as the contract cannot have an account name changed it has to be a cease and reprovide
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Moderator
Moderator
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Message 7 of 8

Re: BT Cancellation Charges

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Hi @johnb99 and thanks for posting.

 

This does sound very odd. If you didn't specifically ask for the line to be cancelled then there would be no reason for the advisor to do so but being charged for a line that doesn't exist isn't right either. We'll certainly need to take a closer look at this for you so can you drop me over an email with the details? You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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Moderator
Moderator
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Message 8 of 8

Re: BT Cancellation Charges

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Hi @johnb99 Thanks for getting back to me and glad we could resolve this for you.

 

cheers

John

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