This topic

Termination charge

lchn93 — Sat, 02 Nov 2024 03:59:25 GMT

Hi, I hope if anyone can answer my question. I placed an order with Sky on 1st Nov to switch broadband and phone service on 18th Nov. I received email from BT confirming switching, they don’t charged me for ending those service early which is correct, because my BT contract has expired, but there is £18 termination charge for broadband, what is that for? I was already taken payment in advance for 1/9/24-30/11/24, do I get refund for these days when service suspended? Really appreciate if anyone can help.

Re: Termination charge

Leanne_T — Sat, 02 Nov 2024 15:08:44 GMT

Hi @lchn93

Thanks for coming to the community.

Our Leaving BT Help page has details on cancellation charges.

If you would like to discuss the charge on the bill, please get in touch and the team will be happy to help 🙂

Thanks.

Leanne.

Re: Termination charge

chrisjp — Sat, 02 Nov 2024 16:08:21 GMT

"Our Leaving BT Help page has details on cancellation charges."

This page gives details of charges that apply when you want to leave your contract before it expires.
But the OP says his contract has already expired but, despite this, he has been hit with an £18 "broadband termination" charge. The Leaving BT page makes no mention of this so is not any help.

Re: Termination charge

iniltous — Sat, 02 Nov 2024 17:54:06 GMT

There is still a notice period to serve , even for those not inside a minimum term , I’m not saying this it the reason for the charge , but it’s not true to think that if out of ‘contract’ there can’t be any fee for leaving , or it could be the OP had different expiration of the minimum term for the phone and broadband , the obvious thing to do is call and ask what the charges are for

Re: Termination charge

lchn93 — Mon, 04 Nov 2024 02:59:23 GMT

I understand there is still a notice period to serve, normally it’s 30 days. I did some research on BT website, it says if you’re switching to another provider through the standard process ( you contact your new service provider and they notify us), the notice period will be 14 days, that can be considered as an exception to the 30 day minimum notice period. As I mentioned, I placed the order with Sky on 1st Nov, so they notified BT and then the switch day is on 18th Nov which will be more than 14 days. It doesn’t make sense I need to be charged for the £18.

Re: Termination charge

lchn93 — Mon, 04 Nov 2024 03:01:05 GMT

Actually, my broadband and phone contract has been expired few years.

Re: Termination charge

lchn93 — Mon, 04 Nov 2024 03:02:00 GMT

Re: Termination charge

Chris__S — Mon, 04 Nov 2024 08:26:42 GMT

Thanks for bringing this to our attention @lchn93 This is something that we'd need to get access to your account double check for you.

I'd recommend giving our BT customer support team a call on 0330 1234 150 or 150 from a BT mobile.

You can find our contact us page here

Chris S

Re: Termination charge

zulu17 — Mon, 04 Nov 2024 10:01:42 GMT

I refer to OFCOM website

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here/

This currently was last updated 24th September 2024

Our rules mean that under One Touch Switch, customers do not have to pay notice-period charges beyond the switch date – so no more paying for the old service after the new one starts. Also, providers must compensate customers if things go wrong with the switch or they are left without a service for more than one working day.

Re: Termination charge

lchn93 — Mon, 04 Nov 2024 10:05:30 GMT

Thanks for that.

Re: Termination charge

lchn93 — Mon, 04 Nov 2024 11:32:47 GMT

I spoke to customer service, they said the £18 is not from their end as openreach team is claiming the charge as they have to visit the premise and cancel the service. I forgot to say my contract is business contract. I am not sure if they are telling the truth as this charge hasn’t been mentioned in terms and conditions at all.

Re: Termination charge

TECHHERO1984 — Mon, 04 Nov 2024 11:39:16 GMT

If you are doing what the industry calls a Working line take-over which is transferring over to SKY without a disconnect, the line therefore has to stay live meaning BT will bill you for the time it takes SKY to complete the transfer.

It's most likely a partial charge for leaving the mid-billing cycle, I would advise contacting BT to discuss this and asking them to explain the Bill to you but most likely due to the transfer of services as mentioned above.

PS, your new provider may offer to cover the cost of any exit fees as part of a new customer promo but you would need to ask them.

Re: Termination charge

lchn93 — Mon, 04 Nov 2024 11:43:47 GMT

Just spoke to BT, they said openreach team is claiming for this as they need to come to cancel the service ,I am not sure if it’s because it is business contract

Re: Termination charge

Peter_W — Mon, 04 Nov 2024 14:12:28 GMT

Good afternoon @lchn93, these forums are largely for queries linked with Residential BT accounts, so I'm not 100% sure on if this charge is common with business disconnections.

It could be worth checking out the BT Business Forums, or also getting back in touch with Business care too, and fingers crossed they can clear this all up for you.

Peter

Re: Termination charge

zulu17 — Mon, 04 Nov 2024 23:18:05 GMT

I can see that @lchn93 has raised their issue on BT Business Forum in thread

https://business.forums.bt.com/t5/Broadband/Termination-charge/m-p/93656