This topic

Switched from BT. New provider didn't inform them. Who is responsible for the bill?

Cathprotech — Fri, 25 Sep 2026 11:25:16 GMT

I switched from BT to a new provider on the 17th September, but today I happened to call my old BT number and found it was still active and going to voice mail.

I queried this with my new provider but received no reply, however within 3 hours I received notifications from BT that my services have ceased and to return the router.

So, I can only assume my new provider did not inform BT until I mentioned it today (25th September).

The question is, would the switch have been backdated to the 17th September?
If not and it has ceased today (25th), who is responsible for the billing between 17th September and now?

Thanks

Martin

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

gg30340 — Fri, 25 Sep 2026 11:34:53 GMT

Short answer is you.

You need to take up the issue with your new provider.

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

licquorice — Fri, 25 Sep 2026 11:44:16 GMT

Absolutely, it's nothing to do with BT if your new provider didn't inform them.

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

Cathprotech — Fri, 25 Sep 2026 11:44:35 GMT

That is what I suspected.

However, by me I will take that as my new provider should be responsible and reimburse.

I will have to wait for the bill to take that forward then.
I wasn't sure if the switch could be backdated by the new provider telling them it was the 17th rather than today.
But I suspect it is not a person to person interaction but just a button press.

Thanks

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

iniltous — Fri, 25 Sep 2026 12:08:25 GMT

Obviously you won’t know until you receive your final BT bill the last charged for day of service , but why would any losing provider consider a backdated cease notification, clearly you pay until the service is removed , if that’s later than necessary (in a situation where a new provider was in control of the switch ) they are responsible, them compensating you is between you and them .

FIIW , something seems a little odd anyway , what did the notification from BT you received actually say ? , was this the first notification from BT about you wanting to leave ?

If your new provider started providing you with service on the 17th September, presumably it was at least a few days before , or possibly a couple of weeks before when you contacted them (or they contacted you ) and you agreed to become a customer with the starting date of the 17th September, as soon as that agreement happened (the new company giving you a start date ) , is when you should’ve got an impact statement from BT outlining the cost , if any , of leaving, in effect the ‘sorry you are leaving communication’ did you receive anything like that pretty soon after agreeing to join this other company , or is that what you have just received or BT if it’s the impact statement you may find your BT bill last date may not be 25th September.

It certainly seems like your new company didn’t use the appropriate switching service , are they an Alternative Network or are using Openreach network ?

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

Kimberlin — Fri, 25 Sep 2026 12:11:21 GMT

@Cathprotech Purely as a matter of interest, how was the switch effected? was it using One Touch Switching service online, or did you call your new provider to effect the switch?

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

Cathprotech — Fri, 25 Sep 2026 12:25:31 GMT

I don't want to go any further as the answer is straight forward anyway.

But, I will explain a little more just for a bit of clarification.

I have moved from BT copper to FTP.
This was supposed to happen on the 2nd September and I received notification 2 weeks prior from BT with the standard 'sorry your leaving' etc.
That was all ok.
But when they came to fit the fibre, there was a problem with the ducting so it was delayed.
I was actually worried that BT would cut me off on the 2nd September as that was the pre-arranged switch date, but my new provider told me not to worry as they have to activate the change when I get connected.

A few weeks go by and the ducting cleared, fibre run etc. Engineer came and did the final install on the 17th September and unplugged my BT equipment as it was no longer required. My new provide handles the switch!

As I have not heard anything more from BT, I decided to call my old phone number and I was surprised to find it went to voice mail, which of course lead me to believe that my account had not been switched. As my new service was provided over fibre, then of course both services could be active at the same time.

Anyway, I sent a message this morning to the new provide asking if they informed BT of the switch (which is their responsibility as per the contract). I did not receive any reply from them, but I received emails from BT telling me the service was 'ending' and how to send back the router.

This is obviously a response to my new provider suddenly realising they had not done the switch, which leads me to the question of whether or not it would have / could have been backdated (bill wise) to the correct date.
And of course if this wasn't possible who would be responsible for the bill.

I understand it is my bill so I am fully responsible for paying it, but would my new provide be responsible to reimburse me, legally as per the contract as it is their responsibility to inform BT.

So, that's the story for your entertainment and clarity.

I will get my router sent off to BT as soon as I can.
(Indirect question, how can I make sure no private information remains on the router, is there a WIPE EVERYTHING button?)
And wait for the bill to see when the account ended.

Thanks
Martin

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

Cathprotech — Fri, 25 Sep 2026 12:27:31 GMT

Supposed to be 'One Touch Switching' but they obviously forgot to 'touch the switch'.
I emailed them a query and ... see clarification message.

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

imjolly — Fri, 25 Sep 2026 12:30:48 GMT

there is a recessed button on back of BT router which if you press and hold for 20/30secs then that will revert hub back to factory settings and wipe your information

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

Kimberlin — Fri, 25 Sep 2026 12:34:33 GMT

@Cathprotech I'm assuming then that you have not chosen to stay within the BT Group. I have used One Touch Switching myself to switch within the BT Group of Companies with no problems. I guess sometimes it works, sometimes it don't.

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

Cathprotech — Fri, 25 Sep 2026 13:32:10 GMT

I have been with BT and the BT Group for many years and I would still be with them if they could offer me FTP.
I have hung on and on for over 2 years now waiting for FTP to come and they keep promising but they have not delivered.
Even now, they are offering full rate fibre at 300Mbps but not until 2027.

My new provider has given me FTP at 1000/1000Mbps for less than I was paying BT for just 80/20Mbps and much less than BT is offering the 300Mbps service. Plus it is a fixed price, no annual increase for the term of the contact.

I'm not knocking BT, I have been happy with them for a long time and still happy with them, but they are not able to provide Fibre To Premises yet.

Re: Switched from BT. New provider didn't inform them. Who is responsible for the bill?

iniltous — Fri, 25 Sep 2026 16:27:22 GMT

Your Alt Net ISP is correct in one way , a delay in provision does delay the cessation of the old service …basically it’s only once the provision is confirmed as in and working (using OTS) that the OK given is to the old provider , BT in your case , to cease the old service and raise the final bill , this is to account for delay in provision so the user isn’t left with no service ( that’s how OTS is supposed to work they basically just manage the messages between the providers ) , it’s arguably the case that the Alt Net didn’t confirm the new service in and working immediately , it was only when you called them they did the necessary action ,they then via OTS sent the OK ‘ we have control of the customer’ to BT , and that’s why the BT communication turned up soon after that .

This does mean though that the date your Alt Net actually sent the message via OTS to BT to turn off your BT service is the date you are liable for and your final BT bill will be up-to this date , ….presumably you never bothered with a phone service with your ISP using the Alt Net , if BT take a little longer to actually switch off your phone number that’s up-to BT , it’s their number , not yours , but if your final BT bill date isn’t the first day your Alt Net was working , it’s the Alt Net you need to challenge about that , that’s if it’s worth the hassle of trying to get them to credit your bill for what will likely be a relatively small sum , it’s also possible the Alt Net bill won’t start until the 25th Sept even though it was the 17th when the service was installed,