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Philthy
Aspiring Contributor
537 Views
Message 1 of 12

Termination of contract when moving to another isp and phone line provider.

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I've just spent over an hour on the phone pinballing around various departments, only to get cut off.

In short, I instructed a different company (Zen) to take over my phone line and internet service. They did this just before the 23rd September, when I received an email about my termination from BT.

I have since moved to them, and been enjoying their service.

I have today received an email for next months bill, completely unchanged.

I received an email telling me how much my final bill would be, and after the lengthy conversation this evening it appears that BT are aware of my transfer, and can see my bill is erroneous.

Has anybody on here got any idea who I can speak to/communicate with to sort this out?

 

Thanks in advance

Phil

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11 REPLIES 11
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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Were you out of contract with BT Retail?

 

If so, how much notice did you give BT Retail? Its normally 30 days.

 

This link explains the cancellation notice period in more detail, and how the final bill is calculated.

 

 

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Philthy
Aspiring Contributor
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Message 3 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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It was the last two weeks of my contract when I notified Zen to take over my account. They notified BT, and gave them the 14 days necessary.

Copied from that link:

 

Exceptions to the 30-day minimum notice period

  1. If you're switching to another provider through the normal process, the notice period will be 14 days.

From ofcoms website:

 

You only need to contact the provider you wish to switch to, who will notify your old provider of the intended transfer - you do not need to cancel your contract with your old provider. 

 

 

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JohnC2
Moderator
Moderator
505 Views
Message 4 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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Hi @Philthy Sorry your account does not appear to have closed off correctly.

 

Send us over your details and we'll be happy to help you with this. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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Philthy
Aspiring Contributor
497 Views
Message 5 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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I've sent the enquiry, thanks for your help JohnC2.

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Philthy
Aspiring Contributor
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Message 6 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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Great, just woke up, and no Internet.
Router cannot connect.
@JohnC2
Please BT, just let me go.
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Webby
Distinguished Sage
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Message 7 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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You need to take your lack of connectivity up with Zen.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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Philthy
Aspiring Contributor
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Message 8 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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I did, BT openreach were doing works. Knocked out quite a few subscribers apparently?

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Devon_Dave
Distinguished Guru
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Message 9 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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do you have a dial tone on the line?
(If I have helped you in any way please click the thumbs up. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.
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JohnC2
Moderator
Moderator
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Message 10 of 12

Re: Termination of contract when moving to another isp and phone line provider.

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Hi @Philthy I haven't been able to get you on the phone. So just to let you know the account is closed and the final account is in credit so there is nothing for you to pay. 

 

Cheers

John

 

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