If you move home, it automatically starts a new 12 month phone contract.
27. If you move home and want us to provide you with telephone service at your new address, you must begin a new contract with a 12 month minimum period for the new telephone line. If you paid for 12 months line rental in advance at your old address, you can carry over any unused rental period to your new address. If you have not reached the end of the minimum period for your existing calling plan contract when you move, you can carry the remainder of that contract over to your new address, but you may only upgrade or downgrade your calling plan as set out in paragraphs 24 to 26 above.
We've never had anything like this with Sky, nor with Vigin when we've moved before. Our accounts just transferred over to our new address seamlessly - everything set up and run on the right day, at the right time, with no additional costs or recontracting required. It seems only BT penalise people for moving home. I've never come across something so absurd to recontract someone for moving to a new address, especially one where BT was already installed - all they had to do was connect it up.
My original enquiry to BT was why I was being charged so much for cancellation, and why my contract had been reset when I moved - this was not clear when I initiated the move process (either that it would be reset, or the reason why). I should have been able to get that answer quite easily from a customer services adviser. But instead I got spouted a load of rubbish which demonstrated no logic or common sense, about engineer visits, online Vs over the phone, cancellation periods etc. Only when I spoke to someone in the UK did I actually get an answer, and an explanation - even if I am unchanged in my view that they operate in ways are unreasonable, not consumer friendly, and merely aim to extract as much money from their customers for doing nothing.
I am appreciative today to the young lady who actually dealt with my enquiry reasonably and answered my questions. I cannot understand why BT still offload their customer service to a call centre in India - it is a terrible way to operate, and twice I have had people hang up on me because I would not accept the rubbish they were trying to tell me which even contradicted themselves. I do not trust them one bit.
BT have done nothing but fleece me for the last 6 months - charging me for things I have not had, and fighting with them for refunds - I do not know how they get away with some of their practices.
If you want to cancell your contract with BT the following information may be of help.
If you have had to re-contract with your home move, this would/should give you a 14 day cooling off period from the start of the new contract unless you have asked BT to start your service immediately. If you have not asked for the service to start from the day you agreed the new contract BT should not have started your service until the 14 days had passed.
Depending on what applies you may be able to use it as a lever to get things sorted out.
See links for info about cooling off.