topic Re: Early termination if ee/bt not available at new address in Broadband & Landline

Early termination if ee/bt not available at new address

bazem2017 — Thu, 21 Nov 2024 21:09:00 GMT

Hi im in the middle of my contract and i am moving to a property in an area that does not have bt/ee available will i still have to pay the early termination fee as its not my fault that i cannot transfer my broadband to my new property.

Re: Early termination if ee/bt not available at new address

XRaySpeX — Thu, 21 Nov 2024 21:15:15 GMT

Probably! You contracted to take EE BB at your current addy for the min. term. Nor is it EE fault you are moving.

What does BT Wholesale Broadband Availability Checker >Address Checker estimate for your new addy? Post just the whole table and the line above it, blanking out your addy.

Re: Early termination if ee/bt not available at new address

Matt_124 — Thu, 21 Nov 2024 21:43:25 GMT

I would call the Home Move team and they will be able to explain the process and what it means for your contract.

No one on this forum would be able to give you the full information that they would be able provide that is specific to your account.

Re: Early termination if ee/bt not available at new address

XRaySpeX — Thu, 21 Nov 2024 21:50:07 GMT

@Matt_124 : Maybe not! But there are documented T&C's to comply with.

Re: Early termination if ee/bt not available at new address

Matt_124 — Thu, 21 Nov 2024 22:38:52 GMT

Not entirely sure of the process with New EE (or whether they are with BT or EE), however under the BT system there have been many instances where there is no Openreach presence available at the new address and they have been able to release the customer penalty-free. Hence why I advise checking with the Home Move team beforehand.

The caveat to this is that there has to be NO Openreach presence whatsoever at that address meaning they are completely unable to provide any services to the customer at the new address.

Even if there is an "unsatisfactory" connection such as Copper when the customer had Full Fibre previously, the customer can and will have to still do a Home Move or pay an early termination as per the T&Cs.

Re: Early termination if ee/bt not available at new address

XRaySpeX — Thu, 21 Nov 2024 22:46:23 GMT

@Matt_124 wrote:

The caveat to this is that there has to be NO Openreach presence whatsoever at that address meaning they are completely unable to provide any services to the customer at the new address.

Hence I requested BTw Availability check.

You may request a Home Move from EE but EE does not have to accept your request.

Re: Early termination if ee/bt not available at new address

Matt_124 — Thu, 21 Nov 2024 22:57:32 GMT

Hence I recommended calling them to get the advice specific to their account and situation, they're really quite a helpful team.

They do have a Home Mover policy in the T&Cs saying:

"24. What happens when you move home

If you move home, let us know at least 14 days beforehand. You can ask us to set up the service at your new address in the UK.

Under our home mover policy, we'll carry on providing that service at your new address unless it's not possible to do so. See our website for details on arranging your home move."

Re: Early termination if ee/bt not available at new address

XRaySpeX — Thu, 21 Nov 2024 23:08:30 GMT

@Matt_124 : Yes, I'm fully aware of that Policy but it's not T&C's & is not contractual. It does not cover what happens when EE service is not available at new addy or when EE refuses the move.

By all means the OP should consult the Home Move Team but I'm pointing out beforehand where he stands contractually.

Re: Early termination if ee/bt not available at new address

bazem2017 — Sat, 23 Nov 2024 09:55:59 GMT

Hi thank you for your response, that is my problem there is no openreach at all available where im moving to, I don’t want to break the contract but I have no choice.

Re: Early termination if ee/bt not available at new address

Matt_124 — Sat, 23 Nov 2024 10:14:24 GMT

I understand, the best thing you can do is call customer services and talk to the Home Move team. Explain to them where you're moving and when you're moving and hopefully they should be able to keep you informed on the next steps.

Re: Early termination if ee/bt not available at new address

Mustrum — Sat, 23 Nov 2024 12:19:01 GMT

@bazem2017 As above , call the home move team and let them tell your options, rather than just trying to cancel.

HTH