This topic

Bt charging me for early termination of broadband.

Anton841 — Sat, 17 Oct 2026 14:09:18 GMT

BT are charging me over £244 for early termination of my broadband but I had a conversation with a BT employee on their online chat and he said it would not get cut off I even showed him a picture of the email that was sent to me by BT. How do I do a GDPR request for my chat logs?

Is there a email option as I’m quadriplegic and it’s hard for me to use the phone in bed?

Re: Bt charging me for early termination of broadband.

gg30340 — Sat, 17 Oct 2026 14:35:46 GMT

Can you supply some context to your post.

Why were you terminating your broadband early?

Why would anybody say you would not be cut off if you terminated your broadband, that whole purpose of terminating means that your broadband would be stopped?

What was the email that BT sent you in relation to?

Re: Bt charging me for early termination of broadband.

andydenyer — Sat, 17 Oct 2026 14:37:06 GMT

Have you requested early termination or has the email come out of the blue?

If the latter, are you sure it's a genuine email from BT and not a scam?

Re: Bt charging me for early termination of broadband.

Anton841 — Sat, 17 Oct 2026 15:33:46 GMT

No I wasn’t terminating broadband early. Only moving my phone I spoke to them on chat showed the email to him in a picture and he said no don’t worry your broadband won’t get cut off well they did anyway. So BT can’t say I never contacted them so I want proof I did.

Re: Bt charging me for early termination of broadband.

iniltous — Sat, 17 Oct 2026 15:40:30 GMT

This makes no sense , you can’t move your phone (presumably you mean migrating your phone to another provider) without that affecting your broadband.
Who did you move your phone number to ?
If your broadband was ceased as a result of you migrating your phone number to a different provider , what are you doing now to get ‘on line’ and post this ?

Re: Bt charging me for early termination of broadband.

Anton841 — Sat, 17 Oct 2026 15:45:09 GMT

I have Starlink. I’m sorry but BT knows I was moving the line he went onto my account he works for BT and you’re all suggesting it’s my fault lol. If a employee says to me you’re broadband isn’t going to get cut off then it does you can’t go on and then charge your customer for early termination that’s madness.

Re: Bt charging me for early termination of broadband.

andydenyer — Sat, 17 Oct 2026 16:14:56 GMT

No one is suggesting it's your fault. Just trying to establish the exact sequence of events so we can advise accordingly.

Re: Bt charging me for early termination of broadband.

gg30340 — Sat, 17 Oct 2026 16:22:44 GMT

Was your phone with BT?

Was your broadband with BT?

Did you move your phone to another phone provider?

Was your broadband full fibre broadband (FTTP ) or was it ADSL/VDSL which is delivered to your home by the copper phone line?

Have you contacted BT regarding this and if you have what did they say?

Re: Bt charging me for early termination of broadband.

Anton841 — Sat, 17 Oct 2026 16:32:59 GMT

Everything was with BT the online chat doesn’t seem to be working. Do they have a email all I want for the moment is my BT chat logs proves I wasn’t at fault because BT looked at my account.

Re: Bt charging me for early termination of broadband.

gg30340 — Sat, 17 Oct 2026 16:36:25 GMT

What was the email that BT sent to you that you showed to the person that said your broadband would not be terminated?

Re: Bt charging me for early termination of broadband.

licquorice — Sat, 17 Oct 2026 16:38:05 GMT

You haven't explained what you mean by moving your phone.

Re: Bt charging me for early termination of broadband.

Anton841 — Sat, 17 Oct 2026 17:02:39 GMT

Something like sorry you want to move if you don’t contact us by said date you will be automatically moved. Well I did contact them that’s the whole point. I’m on Universal credit taking a big chunk of money out my account when I had a conversation with an employee is unacceptable. Let’s say they said you can’t move I could have just stayed with them no problem but that was never indicated to me.

Re: Bt charging me for early termination of broadband.

garybs29 — Sat, 17 Oct 2026 17:31:02 GMT

Can request a dsar herehttps://www.bt.com/privacy-policy

Re: Bt charging me for early termination of broadband.

Anton841 — Sat, 17 Oct 2026 17:49:26 GMT

I have emailed them see what they say ill be back.

Re: Bt charging me for early termination of broadband.

iniltous — Sat, 17 Oct 2026 21:22:42 GMT

If you have Starlink and a phone number you ported away from BT , that you access via Starlink , you must have used a third party VoIP provider to port your number , this will cease your BT service , although you haven’t really provided much information, it seems the communication you got from BT was a standard ‘sorry you are leaving’ , and if you were inside a minimum term , early termination charges are appropriate, this would be generated by the VoIP provider requesting your phone number to be ported into their network.
You still haven’t really clarified what it was you did and what you expected, if Starlink was intended to replace your BT broadband, and you moved your phone number to third party VoIP supplier, what was it you expected from BT to do (and what service if any they would continue to supply ) and why would you think ceasing your BT services wouldn’t involve early termination charges if you were quitting them before the minimum term had expired.

You seem a little defensive and appear not to want to give a comprehensive explanation of how you got to where you are , but it’s not a case of apportioning blame , simply getting the full story.

TBH based on what’s currently known , it’s difficult to see why you think you have been treated badly…the only thing possibly is you were told charges would be waived , but why would they do that if you quit before the minimum term was up ?

Re: Bt charging me for early termination of broadband.

imjolly — Sun, 18 Oct 2026 09:02:39 GMT

@Anton841

if you are on universal credit are you also the cheaper home essentials package which is available to people on universal credit? If so then there are no termination charges to customers on the home essential package

Re: Bt charging me for early termination of broadband.

Alex_H — Sun, 18 Oct 2026 11:11:47 GMT

Hi @Anton841,

Welcome to the BT Community

I have reached out via private message to get some details from you so that we can help investigate this issue further.

Thanks

Alex