Why do I have to pay cancellations fees when I am unable to move my BT account to my new address

[jonmark]

My wife and myself each have a BT account at different addresses. We have sold one of the houses and are moving in together.  So I cant move my BT account to my wife's address as she already has a BT account. So why do I have to pay a fee when it is impossible for my account to be moved free of charge to my new address?  These fees are exorbitant , over £308 for me and £570 for my wife's account.  

That is no way to treat a customer of over 45 years. 

[NigelB72]

BT/EE have absolutely no consideration for customer loyalty. 

[licquorice]

Err, you can move it but obviously don't wish to. You took out a contract and received a discount which is now required to be repaid as you wish to break the contract.

The situation is absolutely no different to just cancelling your contract for any other reason.

[pottyperson]

It's possible to have two separate accounts at the same address so I assume you could take yours with you under the change of address provisions. It's understandable that you would not want to do that in your new circumstances but it doesn't alter the fact that you each have a contract subject to the standard cancellation terms. That would apply to any two account holders who decide to cohabit, irrespective of their personal relationship.

EDIT  Just noticed @licquorice replied in similar vein while I had one eye on Chelsea v Man City.☹️

[jonmark]

You talk about a discount and I would be happy to pay that as it is only a few pounds a month . I understand the contract point but I dont believe the fee represents a true reflection of the real cost to BT for me cancelling early . 

[WSH]

I’m speculating here, perhaps wildly, but I wonder what the position would be if you asked BT to move the address and they then said they couldn’t because the line is already in use.  Would they be obliged to waive the cancellation fee then?

[jonmark]

Thanks. Good suggestion

[pottyperson]

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@WSH wrote:

I’m speculating here, perhaps wildly, but I wonder what the position would be if you asked BT to move the address and they then said they couldn’t because the line is already in use.  Would they be obliged to waive the cancellation fee then?

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No, because it's possible to have more than one line at an address (we did it when a daughter and her family moved in temporarily). The simple fact is that two people each have a contract and want to terminate one of them when living together; the precise nature of their relationship is irrelevant.

[Madpeter]

You will need to also make it clear you do not want to take over the service already at the new address but provide a 2nd new line.

this will result in you having 2 connections and 2 contracts (one for you and one for the partner) at the address and paying for both im not sure if thats the outcome you wanted if they are able todo this.
{this can only be done for FTTC connections as far as I know}

then if they cant ask if they will let you leave with no held to term if they can not provide service to the new address.