Moving out of flat mid-way through contract but no new address yet
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Moving out of flat mid-way through contract but no new address yet
20-08-2019 9:30 PM
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Hello, hoping someone can help as I can't find the answer to this elsewhere and previously had a total 'mare trying to get anywhere with the call centre...
I paid for one year broadband in advance. Six months into my contract and due to relocation for work I'm moving out of my property at the end of September. However we don't yet have a new flat to move to (currently staying with parents).
How can I work this so that I end my contract at current address at end of move but pause moving account to new address until we have signed a new lease elsewhere?
Thank you in advance for any help 🙂
Re: Moving out of flat mid-way through contract but no new address yet
21-08-2019 1:39 PM
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Re: Moving out of flat mid-way through contract but no new address yet
21-08-2019 1:48 PM
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Re: Moving out of flat mid-way through contract but no new address yet
21-08-2019 2:18 PM
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Re: Moving out of flat mid-way through contract but no new address yet
21-08-2019 7:58 PM
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Hi @lucy5,
While obviously as a company we want to keep your custom, physically it's just not something we have the functionality to do (pause accounts), and we're not allowed any longer to keep accounts open when assets are ceased (so the broadband is cancelled but the account remains live) this is for regulatory reasons.
A while back there was a soft trial where we were adding discounts to cover 90 days during house moves, but this is not something we're able to do any longer for the above reasons.
Re: Moving out of flat mid-way through contract but no new address yet
21-08-2019 8:14 PM
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Re: Moving out of flat mid-way through contract but no new address yet
on 22-08-2019 12:28 PM - last edited on 14-09-2019 8:08 PM by Strat
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Hi @lucy5
I'm really sorry to hear about your circumstances.
As the contract was agreed at your specific address and you don't know where you are moving to, when the services are taken over by the new occupant this will put your account into a cancellation. We would need to know a specific address that you are moving to.
Any orders we place cannot be more than 90 days in the future as our systems won't allow it. I'm afraid in this instance the option for yourself is to cancel but we are unable to refund Line Rental saver, as outlined on sign up and in our terms and conditions.
We're really sorry for any inconvenience caused and should you have any further queries, please feel free to give us a shout.
Kind Regards
Moderator's note by Dick (Strat): Typo corrected.
Re: Moving out of flat mid-way through contract but no new address yet
24-08-2019 4:33 PM
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@lucy5 Could you not move your service to your parents house until you have another place?
Re: Moving out of flat mid-way through contract but no new address yet
24-08-2019 8:12 PM - edited 24-08-2019 8:12 PM
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Re: Moving out of flat mid-way through contract but no new address yet
25-08-2019 9:48 AM
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My understanding is that moving is free provided that you start a new contract, It would be worth phoning the retentions team.
Dave
Re: Moving out of flat mid-way through contract but no new address yet
14-09-2019 8:31 PM
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Hi @lucy5 thanks for getting back to us. I’m not sure if you’ve got this sorted yet or this changes things, but you can move house during a contract term as many times as you want either free of charge by recontracting each time, or paying the house move fee of £65 and possible installation fee of £49.99 keeping your current contract/pricing.
So for example as @daveplus has suggested if both yourself and parents are happy with it, you could request a house move to their address and (assuming) if they’ve already got a line/service, we could arrange for a second line to be installed.
Then once you know where you’ll be residing, we can arrange for the second line we’ve installed to be ceased and provide a service at your new address. House move orders can be placed up to 90 days in advance, so if you know where you’ll be moving to, but it’s 3 months later we can schedule the move for then. The billing of an account will be suspended during a house move, so you won’t be paying for a service you’ve not had.
I hope this helps.
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