Moved house - contract amended

[Qu22]

Hello,

I’ve just moved house, and a few days after my cooling off period has ended, have realised my contract was amended during the move. I had voicemail free, weekend chatter, telephone line rental, and M125 fibre broadband for a certain price (with a promotional discount). My new contract is £24 more expensive and only covers the M125 fibre.

I remember confirming with a customer service person that I wanted to keep the same package. I’m very confused how this happened.

However, I’m now on the hook for an extra £24 a month for another 17 months. Went around in circles with customer service chat earlier, although admittedly I hadn’t fully realised the problem then (was more interested why the bill was what it was; then was initially told I was paying more until feb 2025, not 2026…).

Feeling like there’s no way to sort this now. Would appreciate any help, if possible.
Thanks. 

[Qu22]

Hi,

I’m in the same boat, just moved house and my contract is now for 17 more months, with only two left at my initial rate. Went round in circles for 3 hours on chat earlier. Would really appreciate some help! Thank you. 

[Robert_P]

Hello Qu22

Sorry to hear of the contract and price issues experienced since your move, we understand the confusion this has caused and appreciate you raising this via the forums for assistance.

When moving, if no changes are requested to the services, the contract should resume at the same price and from the same point following the move. You mentioned in your post you never requested any changes but it appears a different package has been added.

I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.