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End of contract question

JJBeano — Mon, 11 Aug 2025 09:28:04 GMT

Hi,

My BT broadband contract ends on the 24th August. I'm moving away from BT to another provider and I have already completed my new sign-up process. My new broadband activates on the 26th August as this was the earliest slot my new provider could give me.

I've just phoned up to cancel my BT account and was told that a switch has already been initiated by the new provider so the agent couldn't manually cancel my account as this would mess things up. As my switch is happening on the 26th I asked if I would get charged by BT for these extra two daysand he said yes but when I informed him that I couldn't switch on the 24th he said it should be fine then and I shouldn't get charged.

I'm really just looking for confirmation that I I don't need to do anything else to cancel my BT account and that the agent was right that I won't be changed anything from BT for my extra day or two before my switch. He didn't really seem that sure to be honest! Note - I have cancelled my direct debit with BT as my final payment just came out my account.

Thanks,

Re: End of contract question

imjolly — Mon, 11 Aug 2025 09:41:41 GMT

after you have placed order with new ISP you should not have to contact existing ISP as they are informed by your new provider. If you have just paid your last monthly DD payment to BT then you pay in advance so you will be due refund but will be charged until switch date of 26th August. normally any refund would be paid back to your DD but as cancelled DD I expect you will get cheque

Re: End of contract question

JJBeano — Mon, 11 Aug 2025 09:43:22 GMT

Thanks.

Re: End of contract question

chrisjp — Mon, 11 Aug 2025 09:46:54 GMT

The agent was (for once!) right in saying that trying to cancel by contacting BT would mess things up. The OFCOM-mandated system is that all you need to do to change ISP is to contract with the new ISP. They will then contact BT to close down your contract with them. You should then receive a "sorry you're leaving us" message from BT.
As for charging for the 2 extra days, it's quite likely that you will be charged for those on their "out of contract" terms. You may regret cancelling your DD so quickly, since BT will have no way to levy those charges and will probably flag them up as an outstanding debt.

Re: End of contract question

JJBeano — Mon, 11 Aug 2025 09:50:01 GMT

Was imjolly not correct in saying that my DD are taken in advance so it's likely BT will owe me money and not the other way around?

Re: End of contract question

chrisjp — Mon, 11 Aug 2025 09:57:29 GMT

I'm not certain about this, but the payment currently taken in advance will presumably only be to the end of your contract on 24 Aug. After that you'd go onto "out of contract" month-by-month billing and I'm not sure how that is taken - in advance or retrospectively.
If it's in advance, I suspect BT will bill you for a whole month on 25 Aug and then refund you for all the Aug days after 26 Aug when you new ISP takes over.
For that billing and refund to take place, BT will need to have access to your bank account, which the DD would give them.

Re: End of contract question

JJBeano — Mon, 11 Aug 2025 09:59:25 GMT

Thanks. I'm just cancelling my DD cancellation, if that makes sense and hopefully it'll all take care of itself without BT over charging me. I'll not hold my breath!

Re: End of contract question

imjolly — Mon, 11 Aug 2025 10:59:48 GMT

@JJBeano

if you have just paid a monthly DD payment then your monthly due date must be about now with next due amount after the 26th your end date. The monthly DD just continues even when your fixed term contract ends and you then move to rolling monthly contract. As BT take payments in advance you have now paid for full month and will be due a refund after to cancellation goes through

Re: End of contract question

iniltous — Mon, 11 Aug 2025 11:13:52 GMT

It’s not BT’s ‘problem’ that your new providers date for providing services doesn’t match up exactly with the end of your BT minimum term , and by cancelling your DD with BT , ( but presumably expecting BT to provide services for those two days outside the minimum term ) , you will be charged for them and by not being in position to pay , by cancelling the DD , don’t be surprised to be chased for payment, including a late payment charge , and if you ignore that , a credit default and potentially a debit recovery firm contacting you , so be aware of that .

If you would prefer to not have to service for those two days rather than having to pay for them , unfortunately you would need to undo do what’s been set up by the new provider, as your new provider has already told BT the 26th to move your service ( including the two extra days outside minimum term ) , once the new order is cancelled with your new provider , you contact BT to cancel ( with the 30 days notice period so do that’s today that’s around the 11th September ) , once that’s done , you re contact the new provider and get a new date for a provision (not a takeover) after the BT service is ceased so the 12th September or later , if later a few days without any service …it’s far easier to just use the dates you already have , and pay BT what you will owe them for the two ‘out of contract’ days , beats me why you are so bent out of shape about it , if you pay £30 a month , and out of contract is £45 a month it’s around an extra 50p a day , so going to be an extra £1.

Re: End of contract question

JJBeano — Mon, 11 Aug 2025 11:12:33 GMT

As I said, I re-instated my DD so I assume I'll just have to pay for the two days, which is fine.