This topic

End of Contract and I want to give notice in writing by email - do not want to make a telephone call

ADHDdude — Wed, 16 Jul 2025 11:32:46 GMT

I have been trying to make contact with BT to give notice on my contract that expires in September. I don't make phone calls because I do not cope with the anxiety of being on a telephone call for ages and ages.

We are moving to a rural area where there is no broadband and we are going to have to get a landline - I will make a choice of providers later on.

How do I communicate with BT? To register with the service for my needs, I need to make a call. Sorry, that is not good enough. There are many people like myself who find making telephone calls impossible to make.

I must mention that I have used the chat facility and got told to make a phone call to give notice. If I can't email, then can I post a letter to cancel???

I hope someone can give me an email address to write an email, or do I need to write a physical letter and post it?? and to whom?

Thanks for help

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Wed, 16 Jul 2025 11:31:59 GMT

I must mention that I have used the chat facility and got told to make a phone call to give notice. If I can't email, then can I post a letter to cancel???

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

Kimberlin — Wed, 16 Jul 2025 11:51:01 GMT

I’m sure someone with far greater knowledge than I will give an answer, but you could try emailing:

digital-resolutionteam@bt.com

I believe there is a recommendation that you make a phone call to back it up but as you have clearly explained your reasoning for not engaging in the phone, then it shouldn’t be an issue. Just remember you have to give 30 days notice.

I feel enormous empathy for you. I too cannot stand making phone calls to companies, especially utility providers because invariably they try to retain you even when you say “No”

I wish you well.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

iniltous — Wed, 16 Jul 2025 11:55:50 GMT

https://www.bt.com/help/here-for-you

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Wed, 16 Jul 2025 11:57:09 GMT

Thanks for your reply. I am so fed up dealing with monolithic organisations that refuse to provide decent customer service. I have to deal with the DWP for my children's benefits. That is an awful process too.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Wed, 16 Jul 2025 11:58:15 GMT

You still have to make a phone call to register! That does not help in any way. I had a look before I posted here.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

gg30340 — Wed, 16 Jul 2025 12:36:51 GMT

I have notified the moderators of the forum about your problem.

Once they have read this they may be able to help or at least point you in the right direction.

They will advise you by posting on this thread.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Wed, 16 Jul 2025 12:39:29 GMT

Thanks for the helpful response!

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

Christopher_G — Wed, 16 Jul 2025 14:51:59 GMT

Hi @ADHDdude

To give notice of cancellation, generally, it would involve a telephone call. Is there anyone who could speak on your behalf, after going through the security steps with our guides?

Alternatively, you could try emailing the address on our complaints code of practice, to see if they're able to help accommodate your needs.

Hop you get sorted.

Chris

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Wed, 16 Jul 2025 17:24:31 GMT

Why should I have someone phone on my behalf. I want to sort this out on my own - and choose HOW I want to communicate! This should be a simple situation - allow for an online process, or notice in writing via email or post. I don't want to navigate menus on the phone, sit waiting for my call to be transferred to someone I can barely understand. This is a discriminatory policy.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

Kimberlin — Wed, 16 Jul 2025 17:37:41 GMT

I absolutely agree, there shouldn’t be any need to speak to BT at all in order to leave once out of contract and the required notice period is given.

Even with some banks these days, one can close a bank account in App without having to speak to anyone, I know, I’ve done it.

And of course I recently ended my association with BT with One Touch Switching to another provider with zero interaction by me with BT. Sadly however, BT Retentions had other ideas and attempted multiple calls to my mobile phone eventually forcing me to block their number.

Don’t expect BT to change their policy any time soon. I suspect you’ll have to run through hoops to not have to speak to anyone on the phone.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Wed, 16 Jul 2025 17:38:44 GMT

Thank you for providing me with an email address to register a complaint. I have explained my issue and I hope that BT will respond. I apologise for being tetchy, but this is enormously frustrating for myself having to fight with companies over the same issue.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Wed, 16 Jul 2025 17:40:40 GMT

I agree. And this is also part of why I don't want to talk to someone over the phone - the badgering to retain your account. It is unacceptable. This will be the last time I use BT for broadband. The company is overly expensive and not any better compared to anyone else.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

Kimberlin — Wed, 16 Jul 2025 17:53:56 GMT

I’ve stated previously, I never once had a problem with BT’s broadband service, it was always excellent. My beef with BT is and always has been, their pricing structure with the annual price increases whilst offering new customers monthly payments sometimes significantly lower for the same package. Not keen on their customer service either.

Anyway, I sincerely hope your situation is resolved to your satisfaction.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

COMPANY-PENSIONER — Thu, 17 Jul 2025 18:25:41 GMT

I used the BT Consumer Price Guide to clue up on my requirements and renew my contract. I didn't get 'Renew Existing' online.
What I realised is that the BT Consumer Price Guide, is just that, a 'GUIDE', simply 'lists & prices of stuff that exists', not a Catalogue of Stuff to acquire. The wordsmiths will get you everytime. Read twice, order once !
Regards. CP

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

COMPANY-PENSIONER — Sat, 19 Jul 2025 10:59:36 GMT

@COMPANY-PENSIONERwrote:I used the BT Consumer Price Guide to clue up on my requirements and renew my contract. I didn't get 'Renew Existing' online.
What I realised is that the BT Consumer Price Guide, is just that, a 'GUIDE', simply 'lists & prices of stuff that exists', not a Catalogue of Stuff to acquire. The wordsmiths will get you everytime. Read twice, order once !
Regards.

FWIW.
I let the problem stew for a couple of days, to see if it resolved itself, 'Order Closed' in MyBT, alas no.
I do appreciate that dealing with the pressure selling of BT staff, is intimidating. Waking up to find you've been bumped over to EE, can't be a pleasant experience.
Approaching 'out-of-contract-day' and realising I'd have to speak to a real person; I wrote my own script of what I required and what I wouldn't tolerate and when I'd terminate the interaction; subsequently emailing CEO ALLISON KIRBY. Yes, I've emailed CEO ALLISON KIRBY, in the past. The CEOs High Level Complaints Team didn't resolve my issue; but, wrote it off, as CLOSED, got a win, a positive stat there then. Ho-hum! Bearing in mind, at the previous 'renewal', when giving up on the 'pushy-operative' and asking to speak to his supervisor, he came back and informed me, the supervisor wouldn't speak to me. Asking for his name. he informed me he wouldn't divulge his name; because customers had turned up at his Call Centre offering physical violence. Winding-up customers to this level of intensity can't be a good look for BT ?
So, back to your question. Dousing myself in cold-water and keeping an air-conditioner on cold. With a huge amount of trepidation, I rang-up. A pleasant woman answered the call and we got down to the minutiae. It appears that, although I'd pushed all the correct 'Renew Existing' buttons / links, root & branch, I'd only upgraded the 'Call Package', an online glitch, not mine. While on the call, she invited me to renew the contract. So, with my phone in one hand and my device in both hands, (no, I don't have 3-hands; but, it would be handy, boom, boom) we got down to do the deed. After going through security, by confirming just about everything about me, including my email address: we got to the renewal.
I confirmed my requirement and she agreed. PROVE IT ! She sent me an email, with links to confirm / agree on the BT order handling soft software. Reading, I paged up and down a few times, looking for catches: did just what it says on the tin. I did query why I couldn't renew the Call Package 700-mnutes, she couldn't throw any light on this problem. I had to settle for the previously upgraded Call Package AnyTimeMinutes. So, the renew cost me £3'sh more, the difference between the call Packages. Annual Inflation Increases Apply !
BT is not easy to navigate or speak to; obviously training issues: this Community is testament to that.
BT will state that this Community complaints are tiny compared to the huge volume of satisfied customers.

STAND YOUR GROUND. BE WILLING TO HANG UP AND PURSUE A GENUINE PROBLEM THROUGH THE BT HIERARCHY INCLUDING THE COMMS OMBUDSMAN.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

WSH — Sat, 19 Jul 2025 11:14:25 GMT

@COMPANY-PENSIONER Lot of effort to go to, mate but for once I essentially agree with you. Simpler to just walk away to another provider though, and actions do speak louder than words. BT will get the message eventually if enough people leave.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

COMPANY-PENSIONER — Sat, 19 Jul 2025 11:58:11 GMT

@WSHwrote:
@COMPANY-PENSIONER Lot of effort to go to, mate but for once I essentially agree with you. Simpler to just walk away to another provider though, and actions do speak louder than words. BT will get the message eventually if enough people leave.

Hi WSH.
Back in the day BT used to fall over themselves to a accommodate the notion in 'BT Speak', the 'CUSTOMER IS KING'; now, an archived cliche. Currently, BT is just 'falling over'. Will the share price ever return to the giddy heights of 1999 £15.13p, I don't think so ?

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

chrisjp — Sat, 19 Jul 2025 12:39:24 GMT

"I don't want to navigate menus on the phone, sit waiting for my call to be transferred to someone I can barely understand. This is a discriminatory policy."

I sympathise with you. I also dislike making phone calls to companies with call centres who I agree often have accents, or speak so quickly, that it is difficult to understand them. They also often answer questions not with a reasoned response, but from a series of scripts which don't actually deal with your question at all.
It's obvious that BT, and other companies, make it as easy as possible to sign up for services, via a range of options including online and telephone, but deliberately make it much harder to cancel by insisting on telephone only. They clearly hope this will put customers off cancelling.

Re: End of Contract and I want to give notice in writing by email - do not want to make a telephone

ADHDdude — Tue, 22 Jul 2025 10:00:25 GMT

@Christopher_G Thank you for providing me with the link to the complaints section on the BT website. I wrote an email and made a complaint, explaining what I needed to do and why it is so hard to deal with call centres. I got a response after 48 hours and they asked me security questions, I replied with the answers and my request was actioned. I told them that they need to provide a means to advise BT of needs. I hope my comment is heeded. I don't appreciate monolithic organisations where human contact is minimised.