This topic

Unable to Cancel BT

Dunbare — Wed, 22 Jul 2026 18:49:43 GMT

I'm glad to see I'm not the only one with this issue! This evening I submitted a formal complaint regarding BT’s ongoing failure to cancel my broadband service, despite my repeated attempts over the past two months.

Today (22/07), I completed all identity and security checks and was finally told the cancellation could proceed. However, after this, I was informed that BT “could not cancel due to an error.” This error was supposedly investigated, and I was then advised (after attempts to sell me alternative options) that I am not the account holder.

This is entirely incorrect.

I have been the bill payer for 13 years, and BT has never raised any issue with my account holder status. BT had no problem accepting my identity when I upgraded the service in 2020, nor during any previous contact. I have provided evidence during today’s chat confirming my identity and my role as the account holder, yet BT still refused to process the cancellation.

I have now issued my formal 30‑day notice of cancellation as of today, 22/07. This notice stands. Please community members bear withness! Once the notice period ends, I will not be paying for further services, particularly as I will no longer be residing at the property.

If BT’s system does not recognise me as the account holder despite 13 years of payments from my account that I have evidence for and previous verified interactions then BT cannot reasonably hold me liable for any charges or credit impacts. However, I would prefer this matter to be resolved professionally and correctly.

The cancellation process is not fit for purpose, and BT’s handling of this situation has been unacceptable. I request:

Immediate correction of my account holder status
Confirmation of my 30‑day cancellation notice
A clear cancellation date
Assurance that no further charges will be applied
Confirmation that no negative credit reporting will occur - although you don't recognise me anyway as I am not the man of the house cancelling! Which I find rather sexist!
A full explanation of why BT has repeatedly failed to cancel my account

I expect a formal response and resolution without further delay. You have my details on file. I'd greatly appreciate any support with this.

Re: Unable to Cancel BT

licquorice — Wed, 22 Jul 2026 18:56:56 GMT

With all due respect, being the bill payer does not make you the account holder. The 2 things are entirely different.

Re: Unable to Cancel BT

Dunbare — Wed, 22 Jul 2026 19:10:21 GMT

It's always just been me they are dealing with!

Re: Unable to Cancel BT

licquorice — Wed, 22 Jul 2026 19:19:18 GMT

Irrelevant. You are clearly not the account holder and as such are not in a position to cancel the account.

Presumably there is a reason the account holder cannot close the account.

Re: Trying desperately to leave BT

Dunbare — Wed, 22 Jul 2026 19:31:59 GMT

I'm glad I'm not the only one going through this. It's horrid. I just want out of a contract I've been paying for the last 13 years! I feel totally stuck, but have sought third-party and legal advice. Hopefully it'll be resolved soon, especially since I will no longer be at the address for much longer! Very stressful and unnecessarily so. I'd love to hear from others with similar experiences at trying to cancel but facing excuses and technology errors!

Re: Trying desperately to leave BT

Dunbare — Wed, 22 Jul 2026 19:41:05 GMT

That's good to know. I wasn't planning to go with anyone else, and I have all I need with mobile data, but if going with another supplier gets me out of contract after 13 years - good to know! Thank you.

Re: Unable to Cancel BT

Dunbare — Wed, 22 Jul 2026 19:38:32 GMT

Not irrelevant, but a technical error that hopefully will be resolved soon. I opened the account and paid the bills. If they don't recognise me, I could walk away today unnoticed, but I've gone down the route of an official complaint, with a notice issued and evidence provided that I am, in fact, the account holder. It's interesting that when I was upgraded back in 2020, I wasn't faced with this hassle! Yet when I cancel, I'm faced with technical issues!

Re: BT refusing/unable to close my account

Dunbare — Wed, 22 Jul 2026 19:48:38 GMT

I'm glad I'm not the only one! Raised a complaint when trying to leave them after 13 years - totally put me off coming back with the cancellation process! I'm hoping you got this resolved, and I will soon. Different story when you upgrade - hassle-free! Funny that.

Re: BT refusing/unable to close my account

PlanetVisitor — Wed, 22 Jul 2026 20:25:59 GMT

If imjolly’s approach doesn’t work you can always try guerilla tactics.

Initiate a move to another supplier using the One Touch system. When the move goes through and BT have terminated the account, exercise your right with the new supplier to cancel within 14 days. Job done.

Re: Trying desperately to leave BT

gg30340 — Wed, 22 Jul 2026 20:49:13 GMT

@Dunbare

You were posting on a two year old threads so you may not have gotten a reply from those that have posted.

I have moved your posts onto your own thread because posting across many threads only causes duplication.

Re: Unable to Cancel BT

gg30340 — Wed, 22 Jul 2026 20:57:59 GMT

Just to make you aware, this is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

Did you ask the question... If I am not the account holder, who is?

What was the answer?

As has been explained only the account holder can cancel the account.

If you took over the account by paying the bills that does not make you the account holder. Any one can pay the bill.

BT accounts can not be taken over by another person except in certain circumstances such as the account holder becoming deceased in which case a formal process must be used to accomplish this.

Re: Unable to Cancel BT

Edinburgh-wg — Thu, 23 Jul 2026 08:27:28 GMT

But then equally, the account holder is responsible for unpaid bills, not the person paying the bills; that's because the agreement is between an account holder and a company.

Re: Unable to Cancel BT

imjolly — Thu, 23 Jul 2026 08:55:56 GMT

@Dunbare

so the question that needs to be answered if you are not the account holder then who is? presumably a relative but are they still active or not?

Re: Unable to Cancel BT

Dunbare — Thu, 23 Jul 2026 13:12:59 GMT

It does indeed! I've sent them screenshots of me to show I'm the account holder and scanned in original paperwork, so watch this space!

Re: Unable to Cancel BT

gg30340 — Fri, 24 Jul 2026 08:12:14 GMT

@Dunbarewrote:
It does indeed! I've sent them screenshots of me to show I'm the account holder and scanned in original paperwork, so watch this space!

When you were speaking to the BT staff did you not ask them the question if you were not the account holder who was?

If you never asked that question, why not?

If BT answered who did they say was the account holder?

In your MyBT under the section "Your Accounts" what role does it state the you hold?

Who does it show as the account holder?