This topic

Switching away from BT but no indication of cancellation in MyBT

james_billings — Wed, 05 Mar 2025 08:44:52 GMT

We're out of contract and are switching away from BT.
Our new provider had a "we'll take care of cancelling your old provider" option, and indeed, I have received a "please don't go" email from BT along without countless calls from a third party which I've not answered who will presumably try and get me to stay.

Anyway - asides from that, I've no indication that the cancellation will happen - the MyBT billing details still shows my expected next bill after the switch date, and nothing in the website shows a termination date.

Is that normal? Or should I see some sort of indication?

Re: Switching away from BT but no indication of cancellation in MyBT

imjolly — Wed, 05 Mar 2025 09:48:46 GMT

If you have had a letter/email from BT 'sorry your leaving' then you contract with BT will end and move to new provider

Re: Switching away from BT but no indication of cancellation in MyBT

iniltous — Wed, 05 Mar 2025 09:56:24 GMT

You have had an indication that BT knows you are leaving , if your new provider is delayed presumably you would want your BT service to continue so you are not without any service , when that new ISP tell BT they have completed their installation is when your BT service is ceased , no point this potentially variable date being displayed anywhere on BT .

Re: Switching away from BT but no indication of cancellation in MyBT

james_billings — Wed, 05 Mar 2025 09:56:51 GMT

Hm, it's not quite that wording. I had one email with the subject line "Let's keep a good thing going" with the text:

"We're not ready to say goodbye yet. So, we’ve got a renewal offer we hope will change your mind. It’s quick and easy to do.
Don’t miss out - continue your BT Broadband in style."
And an offer image/link.

The next day, I received another email with the subject line "J , don't go…" and the text
"J, we don’t want you to go.
Your special renewal offer still stands. Grab it now and continue your BT Broadband in style."
Followed by the offer image/link.

That was the last I have received from them - so it's not quite "sorry you're leaving" but implies they know I am...

Re: Switching away from BT but no indication of cancellation in MyBT

james_billings — Wed, 05 Mar 2025 09:57:49 GMT

Hm, that's a fair point that the date could vary.

Re: Switching away from BT but no indication of cancellation in MyBT

iniltous — Wed, 05 Mar 2025 10:58:19 GMT

Funnily enough , another post about OTS ( one touch switching ) had an Ofcom document showing what’s allowed and not allowed on this new switching process , the previous NOTs system only allowed the losing ISP to say ‘sorry to see you leave ‘ , no attempt to get the customer to reconsider, it only gave the option ‘ if this is unwanted or a mistake call this number ****’ the OTS documentation suggested that it’s now OK to try and persuade a leaving customer to stay , as well as getting rid of the option to cancel by the losing provider….so although you can be tempted to stay , it’s tough luck if you change your mind or you are slammed by an unscrupulous ISP