Moving house, slower speed, cancel contract fees

[X21]

Will be moving house soon.

Existing speed is max of 70Mbps (Fibre Plus), estimated speed (using EE tool) in new house, is max of 31Mbps (Fibre, no Fibre Plus option).

I have 12 months of contract remaining - does anyone know where I stand in terms of contract cancellation fees (as I am paying for Fibre Plus, new address does not have this service option).

[Jon_K]

Hi @X21.

We ask that you give us a call three weeks before your move to arrange transferring your broadband over.

You will be able to discuss this situation with our Broadband Care team.

Jon

[X21]

Thanks for the reply, but with respect, my question was not about the transfer process.

It would be helpful though if you could please advise on the contractual situation when an existing product being paid for, is unavailable in another location when moving home?

[XRaySpeX]

All EE home network T&Cs says is:

2.13. If you are moving and want to take your services with you, please call Customer Support and check that your new address is in a service availability area. We do not have to accept your request. If we accept your request to move the services, and you need a new line or new fibre connection at your new
address, we will terminate your current services and the services will need to be reconnected and you will need to agree to a new minimum term and pay the new line charge and/or the new fibre connection charge. We will get your agreement before we do this. Please see our price guide for all moving administration and set-up costs.

[XRaySpeX]

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

[X21]

Don't know why image won't show, so cut and paste of table too:

Exchange BOTLEY is served by Cabinet 2

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability DateHigh Low High Low      VDSL Range A (Clean) 

VDSL Range B (Impacted) 

32.2	20	7.1	5	17.8	Available	Available
31.2	17.1	7	4.7	13.1	Available	Available

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

50

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability DateWBC ADSL 2+WBC ADSL2+ Annex MWBC Fixed Rate

Up to 4.5	--	3 to 7	Available
Up to 4.5	Up to 0.5	3 to 7	Available
1	--	--	Available

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 30 Nov 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

[XRaySpeX]

Your images were awaiting approval. I have now done so & they should appear soon.

Yes, the fastest you could get there is 32 Meg & so EE can't offer you Fibre Plus.

[X21]

To follow up on this incase it benefits anyone else. I have now moved home and because EE couldn't provide the same service, i.e. FibrePlus, the service was cancelled without charge, with immediate effect.