BT BROADBAND Cancelation fee

Nostromo

If you move to a LLU supplier you will be charged unless the ISP absorb the cost.You dont need a MAC code either when moving to LLU.

Phantom_Flan_Flinger

Engeroosi wrote: »

Of course I used it. Moved to plusnet. THey sent me a copy of the terms and conditions and nowhere does it state there is a £25 disconnection charge!! So they have gave me evidence against themselves, that is how bad BT customer relation department is!

Then you've said it yourself. You shouldn't have been charged if you've moved to Plusnet using the MAC.

spud17 wrote: »

I you did use a MAC, then you shouldn't have been charged, or is the PlusNet LLU?

I didn't know Plusnet had LLU?

kwikbreaks

I think the LLU issue is irrelevant. BTw charge the LLU company to move the tie lines across to their kit when the LLU connection is established (and all the LLU ISPs absorb that charge sfaik) so they can hardly charge to remove them because there are none there.

It's a mistake and you need to dispute the charge.

Nostromo

If you just move from BT ADSL to LLU there is no charge.But if you move your ADSL and phone line away ( like the OP )from BT to LLU then BT charge your old ISP £30 who then charge you.Thats what happened to me anyway.

kwikbreaks

Thanks for that info but sfaik PlusNet don't LLU the phone line (they are owned by BT anyway).

Engeroosi

Success, they eventually saw I was right and have cancelled the charge, so now I'm getting a cheque sent out as I am now in credit on the final balance. Happy days and thank you all for advice!

spud17

Phantom_Flan_Flinger wrote: »

I didn't know Plusnet had LLU?

My reply has disappeared, but that's why I was asking, I didn't think they were.

Evilocity

I moved out of my flat in Oct 2009 after living there for four years, but retained ownership (leaving the place empty) until recently. I had not cancelled my BT Phone and Broadband so that I had the service available when I dropped by on the odd occasion to stay the night. I came to cancel today and I was informed of a £30 cancellation charge as I was not transferring my services to a new address (I have had Virgin Media here since Oct 2009 when I moved in).

Obviously this charge is now noted on their website, but it had never been mentioned before. Is this a recent addition? It's not something that occurred up to 2005 when I was moving between rented properties every year. I can't find it mentioned in my welcome letter from 2005 when I opened this account either.

Do I have any grounds to take this further in dispute, or do I just have to suck up this charge that BT have recently fabricated?

macman

It's existed since about 2008, hence won't be in your original terms. It's not fabricated, it's a charge that OR levy on BT Retail, and BT Retail pass on to you.

Evilocity

macman wrote: »

It's existed since about 2008, hence won't be in your original terms. It's not fabricated, it's a charge that OR levy on BT Retail, and BT Retail pass on to you.

Thanks for clearing that up. I was certainly not told about the introduction of cancellation fees so hopefully after explaining that in a letter to them, they will retract the charge.

I still don't uderstand the validity of the fee itself... By cancelling my account, my login username/password is set as inactive in their user database and if I tried to connect using them it wouldn't let me, which is as it should be.

Why do BT then need to send an OR engineer to their exchange to pull out a plug? And even if BT have their own reasons for this, why is it considered acceptable for me to have to foot the bill for their own internal policy?

Anyway, I think I may have to include a £30 charge for writing a letter to them.