This topic

Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period expires?

parmi93 — Tue, 06 May 2025 19:38:46 GMT

My broadband line was activated on 23/04/2025, today (after 13 days) I called BT and they told me that even if I'm cancelling the line within the 14 day of cooling-off period I still have to give 30 days notice, and I will have to pay 13+30 days of bill, I tried to point out that in the "Summary of contract" email under the "Right to cancel" section it says:

You can cancel up to 14 days from when your service starts or kit arrives, whichever is latest. You'll need to pay for anything you've used, and you'll have to return the kit we've sent you within 14 days of telling us you want to cancel.

and that these 30 days are not mentioned, he replied to me saying that there was some kind of misunderstanding and that you always have to give 30 days notice, in any case with still some doubts I agreed to cancel with this 30 days of notice, and after a few minutes I received an email that essentially says that the line will be cancelled on 06/06/2025.

Now I checked among the various emails that I had received the day I requested the line and I found that in the email "Thanks for choosing us" under the section "The legal stuff" sub-section "Your right to cancel" it says:

You can cancel your order up to 14 days from when your service starts, or kit arrives, whichever is latest. You'll need to pay for anything you've used, and you'll have to return the kit we've sent you, at your own cost, within 14 days of telling us you want to cancel. Then we'll refund anything you've paid for that kit within 14 days of getting it back.

After that, you'll need to give us 30 days' notice if you'd like to cancel any of your services. And if it comes with a minimum term, you might have to pay a charge for ending your service early. If you've paid any up-front fees (like activation fees), we can't refund them.

the email says "After that", so if I cancel the line before 14 days I don't have to give any 30 days notice? or am I wrong?

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period expir

licquorice — Tue, 06 May 2025 20:03:22 GMT

As far as I'm aware, if you cancel within 14 days there is no 30day notice required.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period expir

parmi93 — Tue, 06 May 2025 20:10:12 GMT

I spoke again with another BT operator and he also insists that these 30 days are mandatory for all BT users.
I read him what was written in the email I had received, pointing out that it says "After that", and he kept saying that he understands my point of view but that these 30 days cannot be removed and he can't do anything about it.

He said that the billing team maybe can do something but now it's closed and to call back tomorrow.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period expir

Anonymous — Tue, 06 May 2025 20:11:42 GMT

Usual BT misinformation/ skullduggery.

By law under the distant selling regulations you have 14 days to change your mind.

Guarantee if you do wait 30 days they will hit you with the full termination charges

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period expir

gg30340 — Tue, 06 May 2025 20:56:26 GMT

@parmi93

I have notified the moderators of the forum about this to see if they can add some clarity to what has happened.

Once they have read this they may be able to help. They will advise you by posting on this thread.

The BT Terms and Conditions linked below make no mention of having to give a 30 day notice after you have invoked your 14 day cooling of period.

See section 5 of the T&Cs

https://img01.products.bt.co.uk/content/dam/bt/storefront/broadband/pdfs/BT_Phone_and_BT_Broadband_terms_and_conditions_vB.pdf

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period expir

Frustrated_Usr — Wed, 07 May 2025 08:15:08 GMT

Ditto there is no such rule and legally BT would be in hot water if they try to remove the 14 days conditions however some 'try it on' and count on consumers not to be bothered with the hassle of going through the courts etc. However do bear in mind you will have to pay for charges for the lapsed days, pro rata.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

Linzi_H — Wed, 07 May 2025 08:14:37 GMT

Hi @parmi93

I have sent across a Private Message so I can gather a few more details.

Speak soon,
Linzi

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period expir

Anonymous — Wed, 07 May 2025 08:18:50 GMT

@parmi93

You didn't need to give notice to BT at all, you simply place an order with the new supplier within the 14 days.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

parmi93 — Thu, 08 May 2025 11:16:21 GMT

After @Linzi_H's intervention today I was contacted by BT, and the operator told me that these 30 days of notice are required for technical reasons, as it takes time to deactivate the line.

So I pointed out that the email says "After that" and therefore I am not obliged to give notice and pay for these 30 days, so she offered to wipe out the bill for these 30 days. I have just been credited the full amount in the next bill (including the £7.50 late payment fee).

The line will still be deactivated in 30 days (but I don't have to pay anything), and I have to return the modem within 30 days of deactivation.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

gg30340 — Thu, 08 May 2025 12:10:20 GMT

The technical reason is BT's problems not yours so they have no right insisting that you paid for their inability to cancel the line quicker.

BT will either need to change the wording in their T&Cs to include the 30 days notice or drop the 30 days notice and charges to the customer.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

licquorice — Thu, 08 May 2025 12:22:37 GMT

I'm still convinced the 'guides' are talking nonsense ( it wouldn't be the first time).

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

parmi93 — Thu, 08 May 2025 14:40:27 GMT

For completeness I also contacted Ofcom regarding the notice period during the cooling-off period, and I've been told that basically the notice period is at the discretion of the providers, so providers can have a notice period even if the user cancels the contract during the cooling-off period, but this should be specified in the contract terms and conditions.

I was also told something I didn't know: when a cooling off period is offered, it starts from the date the contract is agreed, not the point at which the service is installed. This allows consumers the opportunity to opt out of the contract within a certain amount of time and is not intended for a consumer to trial a service or make amendments.

Basically the cooling-off period according to Ofcom (and from my understanding) is for the consumer to opt-out from the service in case the service provider has essentially "lied" about the service it sold.

So in theory operators could legally change their T&Cs regarding the start date of the cooling-off periods.

In my case I sent the request for the line on 23/11/2024 (the day I received the emails with the T&Cs) and the installation by Openreach took place on 23/04/2025 (after 5 months).

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

gg30340 — Thu, 08 May 2025 15:24:33 GMT

Regarding the start time of the "Cooling Off Period" BT have correctly stated that in their T&Cs

"cooling-off period – the period from the date the agreement is made until 14 days
after"

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

licquorice — Thu, 08 May 2025 15:32:15 GMT

@parmi93 wrote:

In my case I sent the request for the line on 23/11/2024 (the day I received the emails with the T&Cs) and the installation by Openreach took place on 23/04/2025 (after 5 months).

Hmm, that information wasn't in your original post.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

gg30340 — Thu, 08 May 2025 15:40:06 GMT

@licquorice wrote:

@parmi93 wrote:

In my case I sent the request for the line on 23/11/2024 (the day I received the emails with the T&Cs) and the installation by Openreach took place on 23/04/2025 (after 5 months).

Hmm, that information wasn't in your original post.

I never noted that but now in my opinion that changes what BT did.

You were very lucky that BT honoured the 14 day cooling off period. They must have started the clock from date of installation. You could have been charged for Early Termination of the contract if BT held to the letter of their T&Cs and the law.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

parmi93 — Thu, 08 May 2025 15:58:27 GMT

@gg30340 , @licquorice

Actually the T&Cs say:

https://img01.products.bt.co.uk/content/dam/bt/storefront/broadband/pdfs/BT_Phone_and_BT_Broadband_terms_and_conditions_vB.pdf

cooling-off period – the period from the date the agreement is made until 14 days after:
the equipment (if any) is delivered;
the service start date; or
the day you receive your order confirmation;
whichever is latest.

so my specific cooling-off period was 5 months + 14 days, because the agreement was made on 23/11/2024 and the service start date was 23/04/2025 (the day the Openreach engineer installed the cables).

I requested the termination of the contract 5 months + 13 days later (06/06/2025), so I did it within my cooling-off period.

While (from what I understand) Ofcom says BT can legally change this part of the T&Cs to simply:

cooling-off period – the period up to 14 days after the agreement is made.

and remove the part that says:

~~the equipment (if any) is delivered;~~
~~the service start date; or~~
~~the day you receive your order confirmation;~~
~~whichever is latest.~~

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

gg30340 — Thu, 08 May 2025 15:56:14 GMT

OK that clarifies the 14 day cooling off period.

At least BT are being fair with the 14 day cooling off period being as flexible as that and it to favour the customer.

It still does not explain why they need 30 days notice.

Re: Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

parmi93 — Thu, 08 May 2025 15:59:53 GMT

In fact the 30 days are not mentioned anywhere, and that is why they agreed to refund me.