Moving Houses

[marianne123]

Hi,

We're forced to move houses as our flat burnt down. We have a BT contract that includes Broadband, Landline, TV and BT Sport. It was taken in May this year and runs until 2019 - not sure exactly when as we don't know where to find our existing contract on our MyBT account. 

So we asked BT to transfer our existing contract to the new house. We do not need the Landline anymore as we don't use it and we don't want to move this to the new house. Also it's part of our new tenancy agreement that we can't change the existing phone number of the new flat. 

BT said on the phone that in order to move the contract to the new house, we would need to extend the contract with an additional 18 months. It sounds very wrong to me. Is that standard practice? 

We asked BT to send us a copy of our existing contract and what the new contract proposal is. Instead, they've sent us an email saying that they will install our broadband equipment, TV setup and phone line to the new house. The correct address of the new house was written in this email.

Then we received a separate email from BT informing us that a delivery would be made with a Smart Hub and TV Box - except that the address for delivery in this email is the old address. So we called BT to ask them to change the delivery address and send us a copy of our existing contract and clarify all these outstanding questions but the person on the phone said they couldn't help us.

We're feeling helpless and cheated. Why is it such a difficult process to change houses with BT? Why are you trying to sell to us a new 18 months contract? Why don't you have an online chat where we can talk, instead of phone conversations?

I'm looking forward to your help on this,

Best,

Marianne

[Keith_Beddoe]

@marianne123 

A landline is needed for broadband, and if the phone number of the new flat cannot be changed, then I cannot see any way you can transfer your BT service, especially if the phone number did not belong to BT.

I cannot see any way around this, however..

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[NeilO]

Hi @marianne123 welcome to the BT community forum and thanks for posting, I'm so sorry to see that you've been forced to move house in such unfortunate circumstances and I can appreciate that getting your broadband activated should be the least of your worries. If you send over your details we'll be happy to help.

I've sent you a Private Message with details on how you can get in contact with the mod team.

Thanks

Neil

[marianne123]

Hi Keith,

Thanks for your prompt reply. I confirm that Neil has contacted me in a private message. 

As I was about to reply to his message, there was an error message saying there was HTML in my message, but that I could resend. 

When I tried to resend the message it told me that the maximum number of private messages had been reached so I wasn't allowed to send it. Attaching a screenshot.

Can you please advise on what to do next?

Thanks,

Marianne 

[marianne123]

update: I've now tried for the third time and it seems that it worked!

[marianne123]

great, thanks Neil! I've now replied to your private message.

[Matt-S · Accepted solution]

Hi @marianne123,

I'm glad to hear that service is now up and working at the new address 🙂

Sorry about the problems you had when you first contacted us to get this sorted. 

Matt

[marianne123]

Hi Matt,

I hope you're keeping well. 

Sorry to have to reopen this thread but our tenancy has come to an end and we are seeking to end our BT contract.

However, we have been told that we were given a new 18 months contract that ends April 2021 when we moved in to our new address after the fire, as opposed to simply carrying on the existing contract which we had with BT. 

In our conversation you said our contract wouldn't be extended so it came as a surprise. 

When we tried to cancel the contract we were told we would have to pay £110,57. 

However if the existing contract was carried over, it is my understanding that the contract would end in November 2020 so we shouldn't have to pay that fee. 

I would be grateful if you could please clarify the situation. 

Best wishes,

Marianne

[Matt-S]

Hi @marianne123,

Thanks for posting.

I'm sorry that you have had to contact us again.

If I'm being honest I don't remember off the top of my head what was agreed at the time as it's been nearly a year. I would need to take a look at your account again. I have sent you a private message.

Thanks

Matt