This topic

Leaving BT at End of Contract

siteguru — Thu, 21 Nov 2024 14:07:27 GMT

Hi,

My current contract expires on 04-Jan-25. I have recently signed up with Trooli for 900mbps full fibre broadband (with a discount until my BT contract expires) so I'll no longer need any service from BT. (I'm not bothered about losing the landline).

What's the best way to advise BT that I'll be leaving at contract expiration please?

Re: Leaving BT at End of Contract

gg30340 — Thu, 21 Nov 2024 14:23:03 GMT

Your new provider should do all the hard work. All you need to do is sign up with them and they will do the rest which includes informing BT.

See links

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

https://www.uswitch.com/broadband/guides/switch/

Re: Leaving BT at End of Contract

siteguru — Thu, 21 Nov 2024 14:58:58 GMT

Thanks for your reply.

My new provider is a completely separate, full fibre connection which is already in place and working. It has no relevance or association with the existing BT line (copper to the house, fibre to the cabinet) which is still currently working in parallel. They themselves told me that I'd need to contact BT to ensure that the existing BT contract fully terminates - that's why they're giving me a discount (total charge is £1 per month until the BT contract ends).

So I'll repeat my question - What's the best way to advise BT that I'll be leaving at contract expiration please?

Re: Leaving BT at End of Contract

licquorice — Thu, 21 Nov 2024 15:09:10 GMT

There is only one way.

Contact customer services 0330 1234 150 to cancel your contract giving 30 days notice.

Re: Leaving BT at End of Contract

siteguru — Thu, 21 Nov 2024 15:45:10 GMT

Just called 150 ... I was told to call again on 05-Dec-24 (30 days notice) to cancel/advise termination else they'd add a £5.45 additional charge for early termination ... I thought additional charges over and above the remainder of the contract value were illegal?

Nevertheless, I've diarised another call for 05-Dec-24. 🙄

Re: Leaving BT at End of Contract

gg30340 — Thu, 21 Nov 2024 16:14:28 GMT

If you do not see out your contract, ie cancel early, you are billed for what is left of your contract to run until its termination date. That is is how contracts work. It is not a charge over and above the remainder of your contract value.

See link

https://www.bt.com/help/account-and-billing/payments--bills-and-charges/i-don-t-understand-my-bill/what-s-this-cancellation-fee-for-

Re: Leaving BT at End of Contract

chrisjp — Thu, 21 Nov 2024 20:26:34 GMT

Be careful to call BT exactly on 5 Dec 2024 to give the required 30 days notice of cancellation. We've seen issues on the forum when people leave it even a day later and, of course if you do it even a day early that's an early cancellation in BT's book.

Re: Leaving BT at End of Contract

Arthur_Brayne — Sun, 24 Nov 2024 15:53:56 GMT

Actually, that is not how contracts work.

That webpage states "To stop your BT products (such as phone, broadband, TV, Calling Features), you'll need to give us a minimum 30 days' notice." so if the OP calls at any time more than 30 days before the end of the contract BT have no rights whatsoever to apply a charge.

Re: Leaving BT at End of Contract

licquorice — Sun, 24 Nov 2024 15:57:28 GMT

Of course they have, you have broken the fixed term contract. Just because you can cancel with 30 days notice, it doesn't mean there is no penalty for doing so.

Re: Leaving BT at End of Contract

gg30340 — Sun, 24 Nov 2024 16:07:43 GMT

@Arthur_Brayne wrote:

Actually, that is not how contracts work.

That webpage states "To stop your BT products (such as phone, broadband, TV, Calling Features), you'll need to give us a minimum 30 days' notice." so if the OP calls at any time more than 30 days before the end of the contract BT have no rights whatsoever to apply a charge.

Re read what I posted and the first paragraph of the link that I posted along with what the OP posted "My current contract expires on 04-Jan-25".

Re: Leaving BT at End of Contract

iniltous — Sun, 24 Nov 2024 20:16:53 GMT

https://www.bt.com/help/account-and-billing/manage-account/thinking-of-leaving-bt

if someone left a few days before the actual expiration of the minimum term , or a few days after ( and therefore pay a few days at the higher out of contract price , those few days are likely to be a very small amount of ££, a more important thing to consider is the billing period is not likely to coincide with the date notice is served, or the date of leaving, so chances are the next full month will be paid , and the days charged for after the cessation are refunded, so don’t cancel the direct debit …..trying to leave on an exact date is not always possible but it’s hardly worth stressing over a day or two either side of the date you want , but obviously to make the last month of the minimum term and the 30 day notice to be the same period call as close to a month before the expiry of the minimum term .

Re: Leaving BT at End of Contract

conrad — Mon, 25 Nov 2024 16:36:57 GMT

The problem here is that BT don't understand the concept of giving notice. There is no legal basis to insist on phoning 30 days prior to the contact ending since there is absolutely nothing wrong with ringing 45 days before to provide the notice of cancellation for the 5th Jan as the contract is not being cancelled early since it will run for its full term.

Re: Leaving BT at End of Contract

iniltous — Mon, 25 Nov 2024 16:53:08 GMT

At least 30 days notice is required to quit , to take that to a ridiculous length, someone could start a 24 month term and once outside any cooling off period, serve notice for service to cease in 23.5 months and expect that notice to be held and not acted upon until the 23 month ….although it may not be necessary to wait until around a month before the expiration of the minimum term to serve notice , it’s the path of least resistance and hardly an imposition……as far as what the representative said about a ‘fine’ for serving notice earlier than 30 days , that’s probably a poor choice of words , if notice to quit were given 45 days in advance but it was stipulated that the notice wasn’t to start for 15 days , there is a chance that the notice is processed immediately and 15 days ETC is automatically raised , better to be cautious and serve notice around the date that’s likely to get the wanted outcome , rather than arguing later that the notice should have been held in abeyance until 30 days before the minimum term expires.

Re: Leaving BT at End of Contract

siteguru — Sun, 29 Dec 2024 13:33:55 GMT

@iniltous has answered a follow-up question I was about to post ... my latest bill has just landed, for the period 25-Dec to 27-Jan. This is higher than the current (expiring) contract price because, well, the contract is expiring. Obviously I'll leave the DD open until mid-February as that should be when my refund happens.

What I don't understand is this - BT know I am leaving; I gave the 30 days notice by calling on 05-Dec. The bill even reflects the contract expiry date, and BT stated a termination date of 03-Jan (this Friday) when I called to notify. So why can't they adjust the billing termination date to coincide with the contract termination date? Why charge me a full month of service, and then have to refund me the excess balance, when they already know I am leaving? 🤦‍♂️

Consequently, why does my Bills page show a billing value for the next billing period, when I won't even be a customer?

Re: Leaving BT at End of Contract

Rach_H — Mon, 30 Dec 2024 08:57:30 GMT

Hi @siteguru

Until your broadband has disconnected you are free to cancel your disconnection request at any point, which is why we produce a full month's bill. This means if you do decide to stay, the bill is still accurate.

Once your disconnection is processed we will produce a new bill as swiftly as possible, so this can be updated.

Rach

Re: Leaving BT at End of Contract

siteguru — Sat, 04 Jan 2025 11:13:22 GMT

This is just a status update for records - no assistance needed yet.

My BT service went offline yesterday morning - I could connect to the router but got no Internet. Therefore I factory reset the router, packed it up in the bag with the power supply, and handed it in at the local Post Office (getting the relevant printed receipt).

The bill that has just been paid covered the period 28 Dec - 27 Jan (not 25 Dec per my previous post - typo). As such I should receive a refund of around £28.37 at the next billing cycle on 28 Jan (or sooner hopefully), as my previous bill was charged at £35.78 but the contract price of £32.07 was still valid at the time of disconnection.

PS - I don't know if anyone else is having problems accessing their BT account, or whether its just me because my service has disconnected.

Re: Leaving BT at End of Contract

siteguru — Tue, 07 Jan 2025 18:52:20 GMT

An update (for records) ... I checked the tracking on the equipment I have returned and the result says:

"Pending

We're holding this item at Scottish Parcel Hub Delivery. We've received a request not to deliver mail to the property your item is addressed to today. We'll attempt delivery as per the instructions we've received, which is usually on the next working day.

Tracking number: OS76xxxxx47GB Service used: Royal Mail Tracked Returns 48"

(Tracking number masked as this forum can be read publicly).

I've no idea what that means, but I do know that there's no way on earth BT are going to try and scam any failed equipment return charge from me. (See the abundant other threads in this board on that topic).

Re: Leaving BT at End of Contract

siteguru — Thu, 16 Jan 2025 14:38:26 GMT

The tracking for my equipment now says:

"Ready for Delivery

Your Item was received by Scottish Parcel Hub Delivery on 09-01-2025 and is now due for delivery today.

We'll attempt delivery today unless we have alternative service arrangements with you, e.g. Keepsafe or Redirection. If a delivery timeframe is shown please be aware this is a delivery aim, not a guarantee.

Tracking number: OS76xxxxx47GB Service used: Royal Mail Tracked Returns 48

Tracking history

Thursday 09 January 2025

07:43

Due to be delivered today by

Scottish Parcel Hub Delivery

Monday 06 January 2025

14:17

Item Retention

Scottish Parcel Hub Delivery

13:47

We've received your item and its now being processed for delivery.

Scottish Parcel Hub Delivery

Friday 03 January 2025

14:34

Accepted at Parcelshop"

As it is now a week past the last update, can this be referred to a staff rep please to confirm that the equipment has indeed been received? (I'm aware of many instances of returned equipment going into a "black hole" and people being charged because "Computer Says No" - I want to avoid this path even being started).

Re: Leaving BT at End of Contract

siteguru — Thu, 16 Jan 2025 15:58:13 GMT

Too late to be able to edit my previous post ... I've managed to (eventually) get through the BT on the phone and the return has now been marked as received. (I've also received the confirmation text). So no further action required at this point. 🙂

PS - another thread has a link to https://www.bt.com/help/contact-bt/account-and-billing/broadband ... I tried it and the Message Now chatbot couldn't help with this specific question.

Re: Leaving BT at End of Contract

siteguru — Tue, 28 Jan 2025 10:44:46 GMT

Latest bill has arrived ... -£27.50, so a refund that is 87p less than what I calculated, but I'm not going to quibble.

It currently shows as my account being that amount in credit - will this be credited back to my bank account automatically (I have after all left BT and have no services with them), or do I need to do something specific to get it paid back?

TIA.