BT have cut off my internet at new address.

[Ch84]

Internet has been cancelled at my new address, it was only installed on the 8th but has been cut off on Xmas eve. Thought it was an outage and I tried all the trouble shooting for hours until I looked at the most recent email which states: 

We're stopping some services linked to the following address:

Old address 

We're sorry you're stopping your services, but thanks for letting us know.

We'll stop your: broadband 25th December

I certainly didn't approve this and can't think why it's happened. My bill is paid monthly around the 12th. Obviously I am very upset being without internet over Christmas and would really like to know how this has happened without any confirmation from myself. I did see the email and assumed it was the old address being disconnected.

[Keith_Beddoe]

@Ch84 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators who may reply here.

[Ch84]

Ok, thanks. Any suggestions?

[Keith_Beddoe]

Not really, I assume your old address is totally different than your new address?

I assume you have not received anything which indicated that someone was trying to takeover your connection at your new address?

Are you sure its not simply a fault? Its odd that a cease activity would happen today.

[Ch84]

Yes, completely new address and I'm the only person in the property. No other emails besides bills from BT. The internet went from fibre to ADSL in the new property. I've changed my details to the new place too, no new neighbours that might have got addresses confused. I'm stumped at how this has happened.  I'm guessing the helpline reopens on the 27th but can't find anything online. I even had this response from the BT bot: 

Hi, it's the BT Diagnostics bot here.

Your connection has now been refreshed and should reconnect within five minutes. See if that has fixed the problem.

If you are still experiencing issues, it is likely caused by the equipment in your home (your hub and Wi-Fi).

I really appreciate the response, especially on Xmas day. 

[Keith_Beddoe]

Its very unlikely you are on ADSL, unless the FTTC cabinet is full.

What speed did you get when it was working at your new address?

You would not get it fixed today, as you are only a residential customer. Only business Total Care would get assistance today.

[Ch84]

I can't quite remember but between 30 and 40mb, it's a small village and fibre hasn't been installed here yet, it has only reached the town 5 miles away with certain providers. My connection has the old BT line with the ADSL filter connected to the hub.

[Keith_Beddoe]

You do not have ADSL, you have FTTC (Fibre To The Cabinet), and copper from the cabinet to your house. Called "Fibre 1".

ADSL comes from the exchange and is only up to about 19Mbs. Its only provided if nothing else is available.

[Ch84]

I appreciate the info but it really has no bearing on my actual issue.

[Keith_Beddoe]

Have you logged into MyBT to see if anything is showing on your account?