Moved house but account not updated

[#1]

Hi, I phoned to organise a house move last week, but this is not showing up on my account and I am still seemingly being billed for old address.  Can you let me know how long it takes to actually update this?  I know I cannot get the phone line connected at the new address until I think 20th, but I assumed you would update the address on the account and also not bill me for the time I don't have any phone or broadband!  I don't seem to be able to update the address myself in my account so you would need to do this.  

Also it would help if you had an email address to contact on!

Thanks.

[#2]

Hi there,

We wouldn't update the details on your account until the house move completes. Once this does complete we'll arrange a refund for any service you've paid for but not received.