Bt charging me for early termination of broadband.

[Anton841]

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?

[gg30340]

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?

[andydenyer]

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?

[Anton841]

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.

[iniltous]

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 ?

[Anton841]

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.

[andydenyer]

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

[gg30340]

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?

[Anton841]

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. 

[gg30340]

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