Contract not activated

[Markchippy34]

I ll keep this as short as possible.

We were out of contract on 8th Jan 2026.Was all set to go to Vodafone, then BT phoned and matched Vodafone so we didn't switch. The deal was 23.99 and 10 for landline so basically £34. So had 3 months bills and thought by March the bills should have sorted themselves out.

Currently being charged £49.16 for broadband and £12.61 landline. 

So it's turned out the phone call about the £34 deal wasn't activated, so we've been on a rolling contract since 8th January l imagine. 

The question is l ve moved to Vodafone now, should have had another call from BT today about this problem. No call, and £61.77 taken out today. Had enough.

Am l right in thinking there are no fees to leave BT as an email today saying when the switch happens on 30th March, that's the earliest l can pick, we will be charged £194

[imjolly]

are you sure your fixed term contract expired in January and you were on a rolling monthly contract?  did you place order direct with vodafone and did not inform BT ie using OTS  one touch switch as per OFCOM?

I would check MYBT and see if there is anything there about new contract or any pending changes

[iniltous]

Did you get the sorry you are going and impact statement for second attempt to join VF ( the first  one cancelled by you ) and is the VF service using the same infrastructure (Openreach) as your BT service was ?

If the infrastructure is the same and you received the second impact statement etc.  then the bill is probably just an automated one and you should get refunded any days paid for after the switch to VF , however if you didn’t receive the impact statement etc/sorry you are going communication, or the VF service is over a different network (City Fibre) then it’s likely BT were never notified you were leaving by VF .

[Markchippy34]

Because the contract ended on 8th January, BT phoned to get us to stay, so agreed a deal but that never got processed properly.So l assume BT put us on a rolling contract from 8th Jan 

[iniltous]

TBH , the question isn’t really were you on a rolling monthly notice to quit or were you re-contracted , it’s if you received the automatic notification (via OTS, one touch switching) as that indicates BT knew you were off to another provider, that’s the second time , once you decided permanently to switch to the new provider .

if they didn’t use the appropriate switching service  to all intents BT haven’t been advised by them that  you don’t require BT services anymore ..that’s really the key , if BT is billing you just because the system had the bill prepared and was going out regardless of you switching or not , or the new company have messed up by not informing BT via OTS of you intentions to leave , hence the continued billing ….the impact statement indicates that at least the new company used the appropriate switching service , no impact statement suggests they didn’t .

[Markchippy34]

Wasn't re contracted as the new deal early January wasn't set in motion.

[licquorice]

As pointed out by @iniltous , that is irrelevant.

[Markchippy34]

I don't know what you don't understand 

[Markchippy34]

I ve no idea what OTS is. Not relevant to this.

[licquorice]

One Touch Switching. But did you receive a 'sorry to see you go' email?