Do I've to give 30 days notice to cancel my broadband before the 14 day cooling-off period ex...

[licquorice]

I'm still convinced the 'guides' are talking nonsense ( it wouldn't be the first time).

[parmi93]

For completeness I also contacted Ofcom regarding the notice period during the cooling-off period, and I've been told that basically the notice period is at the discretion of the providers, so providers can have a notice period even if the user cancels the contract during the cooling-off period, but this should be specified in the contract terms and conditions.

I was also told something I didn't know: when a cooling off period is offered, it starts from the date the contract is agreed, not the point at which the service is installed. This allows consumers the opportunity to opt out of the contract within a certain amount of time and is not intended for a consumer to trial a service or make amendments.

Basically the cooling-off period according to Ofcom (and from my understanding) is for the consumer to opt-out from the service in case the service provider has essentially "lied" about the service it sold.

So in theory operators could legally change their T&Cs regarding the start date of the cooling-off periods.

In my case I sent the request for the line on 23/11/2024 (the day I received the emails with the T&Cs) and the installation by Openreach took place on 23/04/2025 (after 5 months).

[gg30340]

Regarding the start time of the "Cooling Off Period" BT have correctly stated that in their T&Cs

"cooling-off period – the period from the date the agreement is made until 14 days
after"

[licquorice]

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@parmi93 wrote:

In my case I sent the request for the line on 23/11/2024 (the day I received the emails with the T&Cs) and the installation by Openreach took place on 23/04/2025 (after 5 months).

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Hmm, that information wasn't in your original post.

[gg30340]

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@licquorice wrote:

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@parmi93 wrote:

In my case I sent the request for the line on 23/11/2024 (the day I received the emails with the T&Cs) and the installation by Openreach took place on 23/04/2025 (after 5 months).

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Hmm, that information wasn't in your original post.

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I never noted that but now in my opinion that changes what BT did.

You were very lucky that BT honoured the 14 day cooling off period. They must have started the clock from date of installation. You could have been charged for Early Termination of the contract if BT held to the letter of their T&Cs and the law.

[parmi93]

@gg30340 , @licquorice 

Actually the T&Cs say:

https://img01.products.bt.co.uk/content/dam/bt/storefront/broadband/pdfs/BT_Phone_and_BT_Broadband_t... 

cooling-off period – the period from the date the agreement is made until 14 days after:

• the equipment (if any) is delivered;
• the service start date; or
• the day you receive your order confirmation;

whichever is latest.

so my specific cooling-off period was 5 months + 14 days, because the agreement was made on 23/11/2024 and the service start date was 23/04/2025 (the day the Openreach engineer installed the cables).

I requested the termination of the contract 5 months + 13 days later (06/06/2025), so I did it within my cooling-off period.

While (from what I understand) Ofcom says BT can legally change this part of the T&Cs to simply:

cooling-off period – the period up to 14 days after the agreement is made.

and remove the part that says:

• the equipment (if any) is delivered;
• the service start date; or
• the day you receive your order confirmation;

whichever is latest.

[gg30340]

OK that clarifies the 14 day cooling off period. 

At least BT are being fair with the 14 day cooling off period being as flexible as that and it to favour the customer.

It still does not explain why they need 30 days notice.  

[parmi93]

In fact the 30 days are not mentioned anywhere, and that is why they agreed to refund me.