This topic

Not renewing Contract - how to inform BT

LadyLouisa — Fri, 25 Feb 2022 15:40:26 GMT

OK BT sure do not make things easy! My Contract finishes in 15 days and I do not want to continue with BT as a provider. However, arrogantly, it appears that they assume I will want to continue and do not give me any option to cancel. Can you please give me details as to how I can advise BT that I have a new service set up and ready to go at termination. Many thanks.

Also, the above chose of Board to post on was the only one offered on the list!, so if I am in the wrong place, please feel free to move me to the right place.

Re: Not renewing Contract - how to inform BT

licquorice — Fri, 25 Feb 2022 15:44:19 GMT

You do not inform BT unless you are ceasing service altogether and not getting service from another supplier. If you are changing supplier, the gaining ISP informs BT.

Re: Not renewing Contract - how to inform BT

Keith_Beddoe — Fri, 25 Feb 2022 15:54:24 GMT

@LadyLouisa

If you are moving to another provider, then you contact them, and they will inform BT that they are taking over your service, provide you are not moving to Virgin Media, or an FTTP provider.

Do not be surprised if you lose your phone number when you move, especially when you had so many problems getting it back.

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 10:20:16 GMT

Sorry? Where did that last comment come from?

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 10:26:33 GMT

Ok apparently I do need to inform BT Having found a number when I called a very pleasant young man advised I still had to give 30 days Notice and will be charged beyond the end of my contract.

Re: Not renewing Contract - how to inform BT

iniltous — Sun, 27 Feb 2022 10:29:45 GMT

It’s always been the case that if your minimum term expires ( not your contract ) you simply continue on a monthly contract until you advise BT differently, this can be done by migrating service to someone else that will reuse the Openreach connection that BT currently use , as already stated your ‘notice’ of quitting is served by the new provider or you call or contact BT yourself and say you want to cease your services, if you don’t want service from any OR based provider.

I can’t think of any Telco that simply switches off services when the minimum term expires, you would get many customers who have forgot this ‘expiry’ date and are extremely unhappy to be simply cut off.

There is no arrogance it’s industry practice, and not just telecoms , most other industries too.

Re: Not renewing Contract - how to inform BT

Keith_Beddoe — Sun, 27 Feb 2022 10:44:30 GMT

@LadyLouisa wrote:

Sorry? Where did that last comment come from?

I assume you mean the loss of your phone number?

Past issue https://community.bt.com/t5/Home-phone-including-Digital/Virgin-owns-my-telephone-number-but/td-p/2005069

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 10:44:34 GMT

This all seems very contradictory. So, have I got this correct, no requirement to advise leaving at end of Contact. Arrange new ISP and leave it up to them to advise BT. Included in new Contract is retention of telephone number [ which for clarity was initially’lost’ when BT cancelled my original Order because they did not turn up to do installation!].

Having read and not being entirely sure that no cancellation notifications were required I thought I would call and be doubly sure, only to be told that you DO need to phone and cancel and you will be charged for 30 days going on from date of actual cancellarion.

So had I followed advice given I would still be accumulating charges.

I understand all about continuing at the end of a Contract hence the very reason I wished to inform BT.

So for clarity which is correct?

Re: Not renewing Contract - how to inform BT

NigelB72 — Sun, 27 Feb 2022 10:50:03 GMT

If you just want to end your service provision from BT, you need to give notice..

However, if you want to transfer to another service provider at the end of your contract you arrange your new service contract with the new provider and they inform BT that they are taking over.

You may lose your landline phone number though if it can't be ported across.

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 10:50:48 GMT

As you have brought up the terrible problems I had at the commencement of this Contract this course of events must have ‘stuck in your mind’ so you will know the reason I wish to leave BT. Now others will get to read why! Thanks for the link, after suffering a breakdown at the end of all that and ending up in hospital I will at last be able to put this firmly behind me.

Re: Not renewing Contract - how to inform BT

-Richie- — Sun, 27 Feb 2022 10:51:38 GMT

@LadyLouisa You have a minimum term, there is no maximum term, meaning BT continue to provide the service until you no longer require them, the terms and conditions make this clear.

If you want to move to another provider and they use the Openreach network, your new provider will inform BT of this and switching is gaining provider led, which means any switch and retaining your number is the responsibility of the new provider, if they can't do a working line takeover/transfer, your new provider will tell you and you would have to give BT 30 days notice to terminate the agreement, if you switch you would only be charged for the services when BT provided the service.

If you are switching and the provider has said they will takeover, do not ask BT to cease the account, a working line takeover/transfer will fail if the line has a pending stop on it.

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 10:52:04 GMT

Why all the concerns over my phone number?

Re: Not renewing Contract - how to inform BT

Keith_Beddoe — Sun, 27 Feb 2022 10:52:21 GMT

If you cancel with BT first, then you will lose your phone number, as it cannot be ported to a new provider once it is cancelled.

Leave it to your new provider to contact BT. You can ask your new provider to port your BT number over, but its not always possible.

Re: Not renewing Contract - how to inform BT

Anonymous — Sun, 27 Feb 2022 10:53:26 GMT

You simply place an order with another supplier as already suggested. The advisor was probably confused by the terminology you've used in "cancelling" a contract. You are not cancelling, you are simply not renewing.

Switches of a like for like service normally default to 14 days from sate of order. So I'd suggest that you place an order with a new ISP 13 days before your contract ends to be sure it's expired.

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 10:54:09 GMT

What! Still throwing a spanner in the works UNBELIEVABLE

Re: Not renewing Contract - how to inform BT

Keith_Beddoe — Sun, 27 Feb 2022 10:54:33 GMT

@LadyLouisa wrote:
Why all the concerns over my phone number?

You went to a lot of trouble to get it back last time, so it was assumed that you wanted to keep it. If not, then it does not matter, and you will get a new phone number.

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 10:54:46 GMT

Signing off and out

Re: Not renewing Contract - how to inform BT

-Richie- — Sun, 27 Feb 2022 10:55:05 GMT

@LadyLouisawrote:
Why all the concerns over my phone number?

Related to This Post maybe when you joined BT ? It's clear the number is important to you, moving to another provider is usually seamless but it does happen that things can be bumpy, as you previously found out.

Any provider will do their best to retain a number, they should also make it clear there's no guarantee of success.

Re: Not renewing Contract - how to inform BT

Carlusha — Sun, 27 Feb 2022 11:26:23 GMT

@LadyLouisa rom Ofcom:

One-stop switch

If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. (Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone.)

Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you.

Once you’ve contacted your new provider to begin the switching process, both your new provider and old provider must both send you a letter to inform you of the switch.

The letter from your old provider must include details of:

the services which will be switched;
any services which are not affected; and
any charges that apply if you are leaving your contract early.

The letters must also give details of the switch, including an estimate of when it will happen.

Re: Not renewing Contract - how to inform BT

LadyLouisa — Sun, 27 Feb 2022 14:54:48 GMT

Ok - it just gets worse I have received confirmation that all ends 28 March - However I am not recognised on my BT app or e mail as of a while ago. Log in details incorrect!! So cannot use e mail or app now

Coincidence or malicious