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Stoofa
Contributor
438 Views
Message 1 of 7

Potential ISP change - when can I do it?

Sorry - bad subject, couldn't find a way of wording things 🙂

So, due to unemployment etc I want to save money on my internet connectivity. Rival ISP can offer a much beter deal, BT (thus far) not willing to price match. Not a problem, moving is easy these days.

So, my current contract ends on December 22nd 2015.

Obviously I don't want to be in a situation where I leave before my contract is up - don't want fees for doing so.

I was told on another forum that as BT take money upfront, so long as I'm within my final month (so after November 22nd) if I put in my request to move to anotehr ISP there will be no penalty.

BT will have already taken my money for the final month, I'm likely to be connected to my new ISP within a couple of weeks, so there will be a two week overlap where I'm paying both BT and the new ISP (not an issue).

 

Can anyone confirm this is correct?

Current contract ends December 22nd. I place order at new ISP on November 24th. I wont receive fees for leaving early, BT won't attempt to stop the move?

 

Thanks all.

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6 REPLIES 6
gg30340
Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Potential ISP change - when can I do it?

I don't know about the answer to your questions but did you try talking to the Options Team on 0800.800.030. See if you can get put through to a retentions team and explain to them that you want to cancel with BT because you have a better deal. Quote to them what the other ISP has offered and they may match it. If nothing else they should be able to answer your questions.

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Stoofa
Contributor
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Message 3 of 7

Re: Potential ISP change - when can I do it?

My initial call was to 0800 3454 7310 as I didn't want them suddenly charging me for BT Sport once my contract ended - it's lumped on my account and I don't particularly want it and I certainly wasn't going to pay for it!

We had a chat and the woman I spoke to talked about renewing my contract instead, but her best prices were nowhere near what I could get elsewhere.

 

I'm currently on Infinity 2. With line rental and callerID I'm paying BT £42.50/month.

 

**Edited** 

 

Any chance retentions will have better deals to offer?

But as you say, I assume they will be able to answer my question on moving to another ISP - or at least the BT version of the answer.

 

I would simply leave it until after 22nd December before the move, however BT have told me that as soon as this date passes, because I'll be out of contract my charges are actually going to increase by around £10/month.

Rock and hard place really.

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Stoofa
Contributor
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Message 4 of 7

Re: Potential ISP change - when can I do it?

OK, just for completion.

I spoke with an agent via the online chat. They told me there would be an £8.73 charge. I wasn't sure what that was for, but that seemed reasonable.

I was asked if I wanted to speak with customer options, I said sure, I could confirm. Agent called me and then put me through to customer options. The phone rang twice, there was the sound of my call being picked up and an "office noise" from the background and then I was prompty hung-up on.

 

So, I used the online chat again - really wanted confirmation on the cancellation charge more than anything. Spoke with a different online agent. She told me that I could move ISP and there would be no penalty for doing so. I had to give 30 days notice, however if my new ISP dealt with everything that became 14 days etc.

Once again I was asked if I wanted to speak with custoemr options - I felt I could give them one last chance to price match my new offer, I mean, "not moving" is always less hassle than moving.

Agent called me, agent put me through - call was picked up, call was hung-up.

 

So, I shall now be moving in 5 days time when I'm within my final month. I was livid when I had my call hung-up the first time, surprisingly less so the second time - I guess it just saved a conversation and I'm obviously not a valued enough customer to even attempt to keep.

 

Cheers all.

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umpire
Distinguished Guru
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Message 5 of 7

Re: Potential ISP change - when can I do it?

Be careful about giving BT 30 days' notice to end your services. The normal way to do it now for just phone and broadband is to contact your intended new provider and let them notify BT about a transfer of those services (giving the 14 days' notice). That should avoid any possible cease charge from BT.

If you transfer before the end of your contract minimum term then BT would charge you a proportional cancellation charge and that may be calculated based on full price rather than any discount you may currently be on.

You would need to ask BT exactly where they are getting the £8.73 figure from.
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Stoofa
Contributor
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Message 6 of 7

Re: Potential ISP change - when can I do it?

I did plan on letting the new ISP do everything so to speak - I'd purchase from them and allow them to contact BT.

I have in front of me a print out of the conversation I've had with the agent:

 

Me: My contract ends on December 22nd this year. If I were to change to a different ISP within my final month (after November 22nd) would there be any early cancellation fees and how much would they be?

 

Agent: Your contract will end on December 22nd. If you will close this account, you will not have to pay any early termination fees for this. However you just need to give a notice period of 30 days for this.

 

Me: So, if I decided to move to another supplier for my broadband, that would all get dealt with and I wouldn't have to pay any early termination fee so long as I was within my final month of my BT contract?

 

Agent: Yes. If you change the provider and inform them to deal with us then our specialist will help for this.

 

I shall be keeping hold of this print out of the conversation as in my eyes it confirms no charge at all if I were to contact another ISP after Novemebr the 22nd and request they deal entirely with the move of my briadbnad service.

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umpire
Distinguished Guru
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Message 7 of 7

Re: Potential ISP change - when can I do it?

See http://www.productsandservices.bt.com/consumer/terms/contracts-early-termination.html

Not sure it makes it any clear though.
Note the section about the potential Cease Charge.

The info from the agent about 30 days' notice seems unclear to me. If using the transfer process then BT don't normally get 30 days' notice (they say they accept 14). If on the other hand you give the 30 days' notice to just stop the services then you might also pay the broadband cease charge.

Ofcom and the ISP's seem very good at coming up with rules that confuse everyone as to what they should do. 🙂
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