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leaving BT but account still active

riccardob — Tue, 16 Jan 2024 12:11:48 GMT

Hello my broadband has passed onto another provided this morning but my bt account is still active with a future billing date of 5 March.

shouldn't this had been disconnected. I don't want to pay twice for my broadband. How can I sort it?

Chat online is a two hour wait and the call center were useless.

Re: leaving BT but account still active

Keith_Beddoe — Tue, 16 Jan 2024 12:15:30 GMT

@riccardob

Welcome to this user forum for BT Retail phone and broadband customers.

Did your new provider inform BT that they were taking over your service? I assume you had a copper based service like ADSL or FTTC.

If your new provider is fibre only, then this would not have happened, and you would need to ring BT and cancel your service.

Re: leaving BT but account still active

imjolly — Tue, 16 Jan 2024 12:17:12 GMT

were you moving from FTTC with BT to FTTP with another provider? were you porting your phone number? just possible reasons the account is still running and new provider has not notified BT

Re: leaving BT but account still active

riccardob — Tue, 16 Jan 2024 12:21:04 GMT

same type of connection fibre to cabinet no engineer needed.

bt broadband has gone off and now using new provider.

Re: leaving BT but account still active

Keith_Beddoe — Tue, 16 Jan 2024 12:25:09 GMT

Then you will receive a final bill which will include charges up to the point when you changed over. Did you used to pay your bill by monthly whole bill direct debit or quarterly?

Re: leaving BT but account still active

riccardob — Tue, 16 Jan 2024 12:33:46 GMT

quarterly in advance by dd

Re: leaving BT but account still active

Keith_Beddoe — Tue, 16 Jan 2024 12:40:22 GMT

Then once your final bill is produced, then any credit will be refunded back to the account that your direct debit is set up for.

Wait until your final bill is produced in March, and if you still have a query, that is the time to contact BT, or post back here for more help.