Hi clairerawson
Welcome to the Forum.
When our customers move home, either inside their first 12 month contract or after that we offer the facility to move your service to your new address. When you do this there are 2 options, You can take advantage of a deferred housemove, This means that we move the service for free however if you cancel the account in the following 12 months we would charge for the cost of the recent housemove (£65.00). The alternative to this is simply to pay £65.00 for the housemove upfront, this would mean you are not entering a new contract.
When you moved your service in November we would have taken your new address and moving dates ect and confirmed all this info to you in an email... That email includes the following text.
"When we move your broadband we have to pay our suppliers a total of £65 in charges. This is broken down to £25 for the termination of your broadband, and £40 to activate it on a new number. We are more than happy to cover the cost of your house move, so long as you keep your account open for the next 12 months. If you prefer, you can elect to pay the fee up front from a valid credit or debit card."
Hopefully this explains how the deferred housemove contract works.
The £25.00 cessation fee is charged at any point where a connection is ceased and so This is why the fee has added up to £90.00
Have you considered moving the service to your new address if you are moving home again? If you anticipate being at your next address for 12 months this could be an option.
