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Message 1 of 2


I have been a loyal BT customer for more than 25 years.  When I moved to Suffolk from London in Oct 2019, I added broadband to my phone line.  I made it clear that first of all I would be in a rental and would be moving to somewhere permanent after about 6 months.  I was told that wouldn't be a problem, I could just move over my service.  I was given to understand there would be no financial penalty.  I have now received my new bill and was staggered to see a 'penalty' charge of £52.25 for cancelling a contract early.  Along with an extra £20 for 'renumbering' this meant that my bill had doubled from the last quarter.  

To add insult to injury, they stated that future bills would be around £115, so adding a further £19pm!!

I managed to speak to someone, who went away several times putting me on silent hold, and when this went on for over 13m the second time I noticed three separate emails stating 'as agreed we are crediting your account with £10'.  My call was still open, but the agent never got back to me.  I didn't get the chance to say that I'd noticed the wording on the bill was 'leaving contract early' and to query this.

I have sent a message to BT on the FB page stating all the above.

Is it standard practice to give out mis-information to customers about the penalty that was applied to my account? And why have they only credited me with £30, which was NOT with agreement, since we never spoke after the silent hold.  That's if I AM getting £30 back.  I want the rest of it, because I did not cancel the contract early.  I carried over the phone line and broadband, to my new address, as agreed back in October.

When my contract ends, whenever that is, I have decided to shop around for a new supplier.

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Message 2 of 2

Re: Bill

Hi @duckyegg, welcome back to the community. I'm sorry to see you've had cancellation charges applied when you moved home. It sounds like the correct home move process wasn't followed as cancellation or renumber charges shouldn't be applicable when your moving and keeping your service with BT and I apologise for the issues encountered when you tried getting this resolved when you called in. 

I'm sure we'll be able to help so I've sent a private message so you can get in touch with the moderation team. 

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