Cancellation at the end of broadband contract

[Speighty1969]

I've just (19th Feb) called BT to inform them that I'll be leaving at the end of my broadband contract (27th March).

The lad on the phone obviously tried to get me to stay but as they've been charging me £76 a month and I can now get WAAY better download speeds on 5G for £16.80, thats not likely.

Anyway, even though I'd said that my contract was up on 27th March, he tried to charge me about £14 for the privilege of letting them know a few (6) days before 30 days prior to the end date.

I explained I didn't want to cancel now or in 30 days - I just want to leave on the expiry date. Apparently I'd have to call back.

He also told me that if you tell them with fewer than 30 days' notice, you also get charged for going over.

It eventually dawned on me that I would have to call EXACTLY 30 days before the 27th if I didnt want them to get their grubby hands on any more of my money, although getting that information out of the lad was like pulling teeth!

Come on, BT. Not only are you committing daylight robbery (yes, I know I must have agreed to the ridiculous 24 month contract), but you're making it ridiculously difficult to leave you with no penalty.

You can't even email them to register your intentions.

I dread to think how elderly people manage with this.

In fact, a freedom of information request about how much they make from this might be a good idea...

Not on!

[gg30340]

You were given incorrect information from the BT customer service rep.

You have to give a minimum of 30 days notice in order to leave BT. See para 4 in this link.

https://www.bt.com/help/account-and-billing/payments--bills-and-charges/i-don-t-understand-my-bill/w...

If you are moving to another provider using the approved Ofcom method you do not need to give any notice to BT. You just contact your chosen ISP and give them the date you want the change to take place and they notify BT.

As regards a Freedom Of Information request. BT is a private company and the Freedom of Information ony applies to Public Authorities.

https://www.gov.uk/make-a-freedom-of-information-request

[licquorice]

@Speighty1969 why do you think elderly people will have trouble with the process? What has age got to do with it?

[chrisjp]

"You were given incorrect information from the BT customer service rep."

The trouble is that BT's telephone agents give incorrect information more often than not and you really can't rely on anything they tell you. I'm not sure whether this is due to lack of proper training, poor quality of recruitment or the incentivisation of porky telling due to them being on commission to make sales and prevent existing customers leaving - or all of these.
Whatever the cause, it's really not acceptable

[Speighty1969]

I know from experience that my in-laws who are 80 and 82 really struggle with this kind of thing. I've witnessed them become very frustrated - they very quickly just give up and let it ride. One is hard or hearing, the other in the early stages of dementia.
Does that answer your question?

[Speighty1969]

Thank you - that does make sense. The answers I got were very woolly! I've diarised it for 30 days before now, so all should be well!

[imjolly]

I think your generalisation of elderly people will have a problem with renewing their contract is wrong and you should have restricted your comment to your in-laws have problems and not suggesting all elderly people will have a problem. As a septogenarian I am qualified to comment on your post

[Speighty1969]

Ah, I didn't realise that about FOI thank you!

[licquorice]

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@Speighty1969 wrote:
I know from experience that my in-laws who are 80 and 82 really struggle with this kind of thing. I've witnessed them become very frustrated - they very quickly just give up and let it ride. One is hard or hearing, the other in the early stages of dementia.
Does that answer your question?

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No it doesn't. Just because they struggle it doesn't mean all of us in our seventies and eighties do.

[Speighty1969]

Thanks for your response.

Yes, I did generalise - apologies , but I'd be willing to wager that it does apply to a large percentage of elderly people and your reply, whilst reasonable, misses the point. 

BT should be making sure their agents  supply the correct information rather than trying to confuse people on purpose, as has been suggested in another response.