Termination charge

[lchn93]

Hi, I hope if anyone can answer my question. I placed an order with Sky on 1st Nov to switch broadband and phone service on 18th Nov. I received email from BT confirming switching,  they don’t charged me for ending those service early which is correct, because my BT contract has expired, but there is £18 termination charge for broadband, what is that for? I was already taken payment in advance for 1/9/24-30/11/24, do I get refund for these days when service suspended? Really appreciate if anyone can help. 

 

[Leanne_T]

Hi @lchn93 

Thanks for coming to the community. 

Our Leaving BT Help page has details on cancellation charges. 

If you would like to discuss the charge on the bill, please get in touch and the team will be happy to help 🙂

Thanks.

Leanne.

[chrisjp]

"Our Leaving BT Help page has details on cancellation charges."

This page gives details of charges that apply when you want to leave your contract before it expires.
But the OP says his contract has already expired but, despite this, he has been hit with an £18 "broadband termination" charge. The Leaving BT page makes no mention of this so is not any help.

[iniltous]

There is still a notice period to serve , even for those not inside a minimum term , I’m not saying this it the reason for the charge , but it’s not true to think that if out of ‘contract’ there can’t be any fee for leaving , or it could be the OP had different expiration of the minimum term for the phone and broadband , the obvious thing to do is call and ask what the charges are for

[lchn93]

I understand there is still a notice period to serve, normally it’s 30 days. I did some research on BT website, it says if you’re switching to another provider through the standard process ( you contact your new service provider and they notify us), the notice period will be 14 days, that can be considered as an exception to the 30 day minimum notice period. As I mentioned, I placed the order with Sky on 1st Nov, so they notified BT and then the switch day is on 18th Nov which will be more than 14 days. It doesn’t make sense I need to be charged for the £18. 

[lchn93]

Actually, my broadband and phone contract has been expired few years. 

[lchn93]

 

[Chris__S]

Thanks for bringing this to our attention @lchn93 This is something that we'd need to get access to your account double check for you.

I'd recommend giving our BT customer support team a call on 0330 1234 150 or 150 from a BT mobile.

You can find our contact us page here

Chris S

[zulu17]

I refer to  OFCOM website

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here...

This currently was last updated 24th September 2024

Our rules mean that under One Touch Switch, customers do not have to pay notice-period charges beyond the switch date – so no more paying for the old service after the new one starts. Also, providers must compensate customers if things go wrong with the switch or they are left without a service for more than one working day. 

[lchn93]

Thanks for that.