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Newbie
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Message 1 of 4

House move accounts been cancelled?

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I've just moved house into a new build when I tried to change my broadband over from old house to new I couldn't because the address wasn't registered yet. The address is due to be recognised from today but I've just had an email saying my bt account has been cancelled and I need to pay £400. Can the cancellation be stopped and moved to my new address? 

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Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: House move accounts been cancelled?

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@Matt365 

Did you follow the BT home move process by informing them at least two weeks in  advance, that you wished to move your services to your new address?

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

If you did, then there should have been no cancellation charges, as the service would have been transferred on the date you moved in. That would have allowed sufficient time for the registration and provision of your new service.

 

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Moderator
Moderator
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Message 3 of 4

Re: House move accounts been cancelled?

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Hi @Matt365 and welcome.

I'm sorry the home move order was cancelled. The cancellation fee would be automatically raised if there was still a contract term carried over but that should be easy to sort out if you're staying with BT. have you spoken with anyone about this?

Cheers

David

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Newbie
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Message 4 of 4

Re: House move accounts been cancelled?

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Sorted now thanks
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