Incorrect address for upgrading BT

[keithp]

OK - any ideas on this one please?

We moved in 2023 and had a new phone, broadband etc. Our contract finishes this month, so just upgraded via the web site and left everything as is ie no new box.

The email has arrived and shows the installation address as our old address.

Can't get through to Bt, does this mean our broadband will be switched off? The email has our new phone number.

Keith

[imjolly · Accepted solution]

try contacting billing message now  https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Chris__S]

Hi @keithp 

We'd definitely need to get you in contact with one of our guides so that they can get this looked into for you.

As @imjolly  mentioned, we have the option to message us, or if you give us a call a guide can take some details and amend your address for you.

Chris S

[keithp]

Ok thanks.

Eventually after numerous calls I got through, explained the issue and have been told to ignore the email. I did try to ask why, but I think no one knows. I am not happy about the installation address being shown as our old address - and am still worried that the system may switch off as the post code is different. Not sure if it is that intelligent (?) 

Anyhow - I am not going to call again - you have to put up with the same music for ages - so I will try your methods.