Home move

[lynbir]

Home move. Spoke to BT, yesterday, to advise of home move. We were told we could have a discount on, what amounted to, a new contact. This, however, would be a 24 month contract and we could not transfer our existing contract, which had 19 months to run, as there were maintenance differences at the new property (whatever that meant). When I pointed out that if it was a new contract then BT would be cancelling the current contract and we would, logically, be out of contract and could seek alternative suppliers. Had a big argument about this and the gentleman hung up on me. Spoke to them today and explained we wanted to transfer the current contract and forego any discounts for a new contract. We were then told that an engineer would have to check the service at the property. We pointed out that the fibre broadband was up and running at the property now. They still insisted an engineer needed to view the property and line. We asked why this was not mentioned yesterday. The gentleman did not know. Surely, if BT raise a new contact they will be cancelling the old one. It would not be cancelled at our request.

[gg30340 · Accepted solution]

If you are moving home and you keep the same package as you have your present contract will continue.

It is only if you want to upgrade to a different package that it would require starting a new contract.

https://www.bt.com/exp/moving-home

If BT can supply you broadband regardless of what "speed" it is they would consider that they have continued your contract.

if you decide it is not good enough and wanted to leave you would be in breach of contract and subject to early termination fees.

[iniltous]

If your second call to BT got the contractual response you wanted , same contract expiry date as you currently have , then why is the supposed engineer visit ( BT saying it’s necessary you saying it isn’t ) a problem ?, it may be that the property now has access to FTTP but is currently using a copper pair service , so an engineer visit is needed to install the FTTP , the existing copper service even if it can deliver the speed you want is made redundant once a new order is made once FTTP is available ….if the property already has FTTP or there is no FTTP available and only the copper pair / FTTC could  be used ( as it currently is being used ) then chances are Openreach will not visit anyway even if BT say to expect a visit , they will simply remotely connect you to BT, so what’s the problem ?

[lynbir]

The point is that BT deliberately try to make you take a new 24-month contract. The first gentleman was saying we couldn't keep our current contract as there were maintenance issues, although he couldn't tell me what those issues were. This is, obviously, a lie as the second gentleman has set it up to keep our current contract. The thing is, we are deliberately lied to in order to obtain more money for BT. There is a customer service element to this i.e. there is no customer service.....as usual with BT

[licquorice]

Storm in a teacup, 19months vs 24months, hardly onerous. Besides, if you renewed the contract you wouldn't be subject to the rise in April so may have even saved  money.

[gg30340]

BT did not deliberately try to make you take a new contract. BT's position is clearly set out in the link I posted if you care to read it.

The Customer Service Rep may have lied or more likely he may have been following the information that he had in front of him at that time.

If you are not happy make a complaint to BT.

[lynbir]

Really ?

[iniltous]

Surely if it were ‘policy’ to upsell home movers , your second call would have been the same as the first , yet it wasn’t …..without being a party to the first conversation you had with BT , clearly only you know exactly what was said , but BT home movers don’t have to start a new minimum term , it’s even on the home mover part of the website (a generous offer in some respects, not all providers offer home movers , and some that do insist on a new minimum term ) , I suspect rather than simply trying to upsell, the advisor saw an opportunity to both do you a favour and help their own selling performance statistics , renewing in March would have  saved you the £4 annual increase ( so a £48 saving straight away) for the relatively cheap ‘cost’ to you of extending your minimum term from 19 to 24 months , but clearly you didn’t want that , so perhaps the advisor was a little ‘tone deaf’ towards your requirements, but hardly proof of some conspiracy…..as stated previously, it’s all a little inconsequential, you got what you wanted on the second call , personally I’d simply move on .

[lynbir]

Really ?

[gg30340]

Really again!