This topic

Cancelled account still being billed

Alanspurs9 — Tue, 12 Aug 2025 04:58:21 GMT

Can anyone help. I cancelled my bt ee broadband within 14 days. Received email confirming this and sent back equipment. However I am still being billed. I have spoken to bt 4 times and they say it will be sorted but it hasn't. They have now cancelled it again and I'm worried I will be billed a cancellation fee of £900.

Re: Cancelled account still being billed

imjolly — Tue, 12 Aug 2025 08:11:19 GMT

try contacting billing team using message now and see if they can help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Cancelled account still being billed

Manatarms84 — Tue, 12 Aug 2025 08:11:35 GMT

As you have cancelled or requested to cancel within the 14 days there won't be any charges - you will just pay for what you have used. Once your final bill is issued if there are any charges which shouldn't be there then BT will remove as they will have a record of your request to cancel

Re: Cancelled account still being billed

Alanspurs9 — Tue, 12 Aug 2025 08:56:12 GMT

I hope so because bt are saying that openreach cancelled the cancellation so I had to cancel again 3 months after the 14 day period.

Re: Cancelled account still being billed

Christopher_G — Tue, 12 Aug 2025 12:47:48 GMT

Hi @Alanspurs9

Welcome to the community.

That sounds quite confusing. Our Customer Service team have access to your account and are in the best position to try and clarify the steps going forward. Hopefully they can help you find a solution.

Chris

Re: Cancelled account still being billed

Alanspurs9 — Tue, 12 Aug 2025 13:47:40 GMT

That would be good if you can help.

Re: Cancelled account still being billed

Alanspurs9 — Tue, 12 Aug 2025 13:49:08 GMT

They are saying that openreach cancelled the cancellation.

Re: Cancelled account still being billed

Christopher_G — Tue, 12 Aug 2025 17:36:37 GMT

Sorry, @Alanspurs9.

We don't have access to your account here in the community. I meant for you to contact our Customer Service team. They're in the best position to advise you further.

Chris