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Message 1 of 6

I am moving house and have been advised i need to start a new 18 month contract?


i am moving house and the address i am moving to BT cannot offer me the save contract deal as BT Fiber cannot connect at my new address. I have had nothing but trouble with BT since opening an account over 9 months ago.

I have been speaking to a few people who have told me i should have been advised i needed to restart another 18 month contract as its BT that cannot supply me with the same contract i am already on.

When querying this on the phone with an advisor they said i can have a new contact for 12 months but would cost me more than what im paying now?!

I did raise a complaint and was told someone from the complaint team would call me back in 24 hrs, no one did. I left it 48 hours and called to see where my call back was. They advised someone would call me back on friday between 13:00 & 15:00. at this point and i had made the complaint monday. I advised i was at work and asked for the call to be after 5:30, they advised this couldnt be done as they had scheduled times to call back customers. Disgusting service. Now after waiting 3 weeks, ive had 3 missed calls from complaint handlers which i havent been able to answer & when i have called back to speak to them i have been on hold 15+ mins, which with a 1 year old is almost impossible so i have had to hang up.

im sooo uhappy with BT and going by their trust piolet score, so is every one else using them!

can someone please advise?

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Recognised Expert
Message 2 of 6

Re: I am moving house and have been advised i need to start a new 18 month contract?

You have to remember it's you not BT changing the terms of the current contract (by moving house) you could advise BT that you are leaving the address and don't need any further service, they will calculate the early termination charges, you pay the final bill including ETC and that's it, you are done with BT.

If you don't want to pay ETC, then BT kindly allow you to do that (even though you are changing the terms of the contract ) but to benefit you have take BT at the new address to get the ETC waived.
18 month deals are cheaper than 12 month ones, it's up to you, pay a bit more but only have a 12 month term, pay a bit less, but be committed to 18 months, or pay ETC, and pick whoever you want at the new address.

If the 'new' 12 or 18 month BT deals are not as good as the deal you currently have, there isn't much you can do, BT are not obliged to match the deal your current deal , but you should accept you are not in a good negotiating position, basically if you say the deals on offer are not good enough, they can say 'OK, sorry to see you go, the ETC's will be on your final bill'

You still have a choice, if you don't want to pay what they want (12 or 18 months) that is to pay ETC and use someone else or (probably not practical choice) dont move 

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Message 3 of 6

Re: I am moving house and have been advised i need to start a new 18 month contract?

If you're changing your broadband package then yes it would be a new 18 month minimum term, fibre to copper is changing the package, if the same service was available then you can transfer broadband promotions.
If you're mid-contract then you could pay more, retention deals unlock during the recontract window, typically the last 90-30 days.


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Message 4 of 6

Re: I am moving house and have been advised i need to start a new 18 month contract?

If I am moving the BT to another address, how do you get the ETC charges waived? I didn't think it was possible to have the ETC charges waived as I've had so much trouble trying to do this in the first place? As I was misadvised what the early termination charges were.
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Distinguished Sage
Distinguished Sage
Message 5 of 6

Re: I am moving house and have been advised i need to start a new 18 month contract?

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Message 6 of 6

Re: I am moving house and have been advised i need to start a new 18 month contract?

Hi @Rakelles1,

Going by what you've posted it isn't clear what was ordered at your new address as part of your Home Move order. 

If you send me in your details, using the "Contact The Mods" link found in my profile. I'll be able to take a look at your order and advise you of the best way forward. 



Community ModeratorPaddyB
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