I have had an unbelievably difficult time in getting my billing correct since moving house 3 weeks ago. I phoned BT nearly 4 weeks before the move to tell them the new address and asked for my existing broadband and phone package to be transferred to that address (at the same price!). Little did I know at the time that not only was I not going to be able to get my existing download speed (despite being in the sticks, I had FTTP), I would have horrendous problems getting the billing correct.
My first bill since moving had added £8 per month to my broadband package with a new contract starting at the move date. Despite previously renewing in January 2023 I am now contracted for another 24 months starting August 2023 and paying more than before. I started the process of getting my old package price back last Thursday (when I first got the new bill) and have never had such a bad customer experience. I have had to phone back most days since then as people (in the Value Team) who claim to have sorted the problem continued to set up new contracts at incorrect prices. Finally, this afternoon, I managed to speak to someone who has now set up a contract at a broadly equivalent price to that I was paying before the move (albeit with poorer download speeds (40mbpa vs 50mbps).
When I got the confirmation email this afternoon, I thought my nightmare was over. But no, I got a subsequent email telling me my digital voice service had been stopped. No reason why it had been stopped! I have called BT once to get this reinstated but was told nothing can be done until the change has taken effect. I was promised a phone call back tomorrow for it to be put right. i was told this before and nothing happened so I'm not holding my breath.
I am totally at a loss to understand why BT should find it so difficult to deal effectively with my house move. Is this a common experience or am I just unlucky. And will it be straightforward to get my digital phone service reconnected?
