Moving home but BT asking for activation charge

[garethluck]

Moving home next week so asked to transfer my package to new address which has Bt fibre and modem so can transfer the same package.

Called agent, put me on hold for 30mins. Tried to get me to sign a new contract despite having 12 months left. Then tried to charge me an activation fee of £20. 
Online moving home pages states a fee should not be applicable in my circumstances. 
What I was told is factually incorrect according for the terms.

where can I go to resolve this?

[-Richie-]

The system determines if an activation fee is applicable, a front line guide can't add random charges, typically the fee is because an Openreach engineer appointment is required, there are too many reasons why to list.

I hope your move goes smoothly 🙂 I remember when I moved house several years back, such a stressful process with packing, updating companies with your new address and everything else.

[garethluck]

Thanks for the reply. 
I would understand this if that was explained to me but not once did they state that. It was as if they were trying several angles to obtain additional charges.  It gave me no confidence in the information they were providing. 

[Crimliar]

There are costs involved for the supplier, the charge does not sound unreasonable!

[NigelB72]

It sounds like the property that you're moving into may be not directly connected to Openreach network so may need some work at the cab or exchange. We had this situation as our broadband was sitting with Sky and just need a couple of checks at the cab and an Openreach combi socket thingy adding in the house. While the engineer was here, he made sure everything was working properly before he left... £20 was good value for his time.