Moving home charges

[fruitbat11]

Hi BT Community,

I’m hoping someone here can offer some advice or help with a really difficult situation I’m in.

My landlord has recently informed me that I need to leave the property as it’s being sold, and unfortunately, I’ve had no choice but to move out. I’ve called BT to cancel my broadband service as of 31st October, since I’m temporarily staying with a friend and can’t transfer the service to that address.

To my shock, I was told I’ll have to pay a £245 early termination fee because I’m still within my contract.  It will apparently be taken with my final direct debit due in a few days' time.  I did say I cannot afford this  and was told it is up to me if I want to cancel the direct debit now and just wait for the final bill.  This feels incredibly unfair – especially considering I’m losing my home and can’t continue the service through no fault of my own. It’s a really stressful time and this extra financial pressure is a real worry on top of everything else I’m dealing with and this situation just doesn’t seem to account for the reality that sometimes circumstances change unexpectedly. Is there any way BT can show some flexibility or support here?

Any help, advice, or guidance on what I can do next would be really appreciated.

Thank you.   Anne

[licquorice · Accepted solution]

I'm afraid there is very little you can do, you entered into a contract which you now wish to break, albeit through no fault of your own.

[iniltous]

Although everyone will be sympathetic to your position, in that it’s not your choice to exit your contract early , its your landlord forcing your hand  , it’s also not BT’s choice either

I don’t know if there are any exceptions to termination charges in cases like this , and that BT will consider or make some sort of goodwill gesture , but I’d  have thought your landlord should be compensating you if this  bills is  a result of their actions in other words you ask the landlord to cover this charge because you have been forced out …otherwise unfair as it may seem , you are in breach of the terms of the contract   not BT , and as such if the termination charges are applied , it’s not unreasonable to expect you to pay , otherwise BT are negatively affected by  your landlords actions  even though  BT never had an arrangement with them but you , unfortunately its not a shared problem .

[Kimberlin]

This is in stark contrast to when I moved from my previous home address almost 5 years ago. I was 2 months into a 12 month contract with Plusnet after switching from BT when we had no choice but to leave our former home as it was sold and we moved into temporary accommodation at relatively short notice. I explained to Plusnet that the temp accommodation had no landline and they simply cancelled the contract with no further charges to me.

Sadly on this occasion, it hasn’t worked out for you. Whilst I agree it’s nothing to do with BT and they’re fully entitled to any monies they would have made anyway, it would have been nice if they could have shown you some leniency and been a bit more customer focused.

[fruitbat11]

Thank you for your reply, much appreciated. 

I did ask my landlord, thinking it was a reasonable request.  He refused stating he has no  statutory duty to cover my incidental costs (like broadband fees).   

I completely understand that it isn’t BT’s fault that I have to move, neither is it mine,  and that it’s technically my landlord’s decision that’s forcing the early end of the contract.   It seems therefore that  both my landlord and BT come out fine in this situation, and I’m the one left paying a large bill for something entirely outside my control.  

I think its definitely time to consider van life! 

[fruitbat11]

Oh BT were very customer focused when I changed to them from Virgin, but not so much now it seems. That sounds so simple, I am very pleased to hear it was so hassle free for you!

[gg30340]

As has been pointed out BT will all most certainly hold you to contract as you will possibly have had a "free" Rewards Card and a discount on the full price of your package for being in a contract.

If BT were to allow people to leave the contract without penalty in instances such as this there would be little point in having a contract in the first place as no doubt it would be abused by unscrupulous people.

I am not suggesting this is the case with you but all somebody wanting to end their contract without penalty would need to do was to call BT and tell them they are being required to leave their present address through no fault of their own and that they are unable to use the "Moving House" facility because they will be going into temporary accommodation.

When released from the contract without penalty they would be free to sign up to one of the many broadband suppliers which may be offering a better price or reward for being a new customer.

[WSH]

This is a very, very longshot.

When you say, ‘can’t transfer the service’, is that because your friend already has a service with BT or another ISP, or for some other reason, BT just can’t supply at the new address?

If BT can supply any sort of connection, even just ADSL, (and irrespective of any existing service), you are obliged to continue with the contract.

If, however, they can’t supply any sort of a connection for technical reasons then they will release you from the contract.

[Edinburgh-wg]

You should speak to Citizens Advice about this. Has the landlord given you enough notice? If so, the landlord is not obliged to pay your early termination fee I don't think, but I would say it'd be very decent of them if they would. Although your situation is very difficult overall, probably for the best that they're no longer going to be your landlord in this case - considering how much properties go for these days and that you've been renting from them, paying £245 would be the least they can do.

However, have you done your calculations? It may be that the contract running its course, albeit you not using it, might be cheaper than paying an early termination fee. Depending on how long is left of your contract, you might then consider transferring it to a different property if that's your plan long term. You'd need to remember to take the router with you in case you need to return it to BT at the end of the contract. 

[licquorice]

I would seriously not leave a contract running at a property you did not occupy for 2 reasons.

First of all you would be responsible for any abuse of the contract by the new user and secondly, they wouldn't be able to take out their own contract.