Leaving and having to call

[DHOLLY]

Hi,

I'm account manager for my elderly Mum's BT account. Her contract ends in just over a month and wants to leave BT. She pays around £120 a month for broadband, phone, tv (including TNT, Sky and Netflix), but since my Dad passed away last year, she is only a light broadband user, only really watches Freeview channels and never uses the home phone anymore, only her mobile, so there is no point continuing with the account. The only thing she needs is internet and we've cheaper mobile broadband options around here that I use myself happily without issue.

Is there any way to cancel online or via chat? Everything I try seems to direct me to calling, but I struggle with anxiety on the phone and always try and deal with companies in other ways if at all possible. Is calling the only way to have that conversation?

[gg30340]

If you want to cancel you have to call BT.

You may also have to pay early termination charges if still in contract so best to call to see if that can be waived.

[DHOLLY]

Thanks for the quick response. That's a pity about only being able to do it via phonecall - I guess that's to give the retentions people a chance to try and persuade you to stay, but doesn't help folks like me who really struggle with doing stuff like this over the phone.

[imjolly · Accepted solution]

When you phone CS 03301234150 to cancel you may need your mother as account holder to be there for the call to confirm ok for you to talk on her behalf.  Account manager as it suggests lets you manage your mother's account but not terminate it

[Kodikid]

Ring up , have mum ready to verify the account and cancel. Once you've explained the situation they won't try to retain your mum's custom.

Dead easy to upgrade online but downgrading or cancelling is only over the phone. 

[Kimberlin]

Yes, it's a bit of a shame you have to call an ISP to cancel a package once out of contract completely. Yet, you can use One Touch Switch to move ISP's without having to speak to your current ISP at all. I just used One Touch Switch a few weeks back to move ISP's and it was a huge relief not to have to speak to BT at all. I don't want to speak to any of my utility providers so I get your frustration of having effectively to be forced to speak to BT to cancel something your Mother no longer wants once out of contract.

At the end of the day, your Mother's personal situation is absolutely nothing to do with BT or any other ISP. The problem is, there's a hurdle put in front of the customer that seems to literally make it as difficult as possible to exercise the basic right to do what is right for you or in this case, your Mother. This is undoubtedly the reason why One Touch Switch was introduced, so that customers didn't have to talk to retentions departments if they didn't wish to.

I genuinely hope your cancellation process goes well without your Mother or you as her account manager, having to explain for personal reasons why you wish to end your contract.

[gg30340]

@Kimberlin 

You do not need to explain why you want to cancel the contract.

You just need to tell them you are cancelling the contract or that you will not be renewing the contract at the end of its fixed term when it is at its end date and that you do not want to be on a 30 day contract. No explanation needed.

[iniltous]

All the major providers don’t have an ‘on line’ way to quit , they all require more than a click of a mouse on a webpage , so BT are no different to anyone else in that respect…as far as OTS , the name says it all , One Touch Switching , the regulator apparently sees no need for OTQ , one touch quitting, most people switch not quit completely , presumably in this case as they still need internet access they are switching to ‘ mobile’ broadband and are effectively  quitting ‘landline’ type broadband , as stated there is no reason to get into an extended dialogue, you just say I want to close my account