BT Cancellation charge - Moved to Sky

ricp77

Hi all.

Moved phoneline and BB to Sky from BT at end of Sept, out of contract. Just been hit for a final BT bill of around £60 when I was expecting a refund of around £40-£50. Managed to get the final bill down to -£15 (after 3 seperate phone calls) with the final £30 cancellation charge to contend.

I ordered the BB through Sky and they said they would manage the complete move. I wasn't asked to provide a MAC code, and BT have since told me that if I had asked for the code and then supplied it to Sky myself, they wouldn't have charged me the £30.

BT told me that they are charged by BT Openreach (i think) and then BT pass the charge onto me as Openreach have to disconnect the BT broadband connection in the Exchange. Sky have since told me that Sky go into the Exchange and disconnect me from BT and then connect me to Sky, so they do all the work, not BT.

Can anyone confirm this and hence I definitely shouldn't be charged the £30, as BT didn't even carry out any disconnection?

Thanks.

Mark_In_Hampshire

Openreach is a private company and part of BT.

When you changed from BT to Sky (this assumes it's Sky LLU) someone at the exchange had to disconnect you from BT's equipment and connect you to Sky's.

Openreach then charge for that work and pass on the cost - in this case to your "losing" ISP who then bill you for it.

Had you acquired a MAC code from BT when cancelling, and given that to Sky, the charge should not have applied. But, because you did not, it does. Sky ought to have mentioned it, especially if you mentioned you were migrating - but unfortunately the onus is rather on the customer (in this case, to trawl through the Ts and Cs of the BT Broadband account which would state the charge and when it's levied) to find out.

PC.

Apologies for messy post however I am still unable to add a Hyperlink as I'm still a new user.... Stupid forum!!!

.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=26823&s_cid=con_FURL_ceasecharge

Please add h ttp://w w w and remove the spaces in front of the link above.

Broadband Cease Charge
What is the Broadband Cease Charge?
The Broadband Cease Charge is a charge raised in certain circumstances to cover the additional cost to BT of the work required within an exchange to recover equipment and amend records when a Broadband line is ceased.

When will the charge be raised?
This charge will be raised should you :-

Switch to another Broadband provider without following the standard Migration Authorisation Code (MAC) process.
Switch to another Broadband provider without following another recognised transfer process, when it applies.
Switch to a Cable provider.
Cease your BB and move outside of the UK.
When won't the charge be raised?
This charge will not be raised should you :-

Move home and you re-connect to BT Total Broadband via the homemover process.
Move home and we are unable to provide the service at your new address.
You are ceasing service due to bereavement or severe illness.
How much will I be charged?
Charge will be £30 (prices incl. VAT).

Why is the charge increasing?
The charge has increased as the actual cost to BT of the work required within an exchange to recover equipment and amend records has increased.

What is the MAC transfer process?
MAC stands for "Migration Authorisation Code". This code of practice allows customers to move between Broadband providers without loss of service. To follow the MAC process a customer must contact their current Broadband provider to request a MAC Code. This MAC code must then be given to the receiving Broadband provider to enable them to migrate the broadband service.

See your full Broadband Terms and Conditions

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PC

macman

Never ever believe an ISP who says 'we'll tell the outgoing supplier-leave it all to us'.

samba

When I went from BT to Sky LLU last year I did not need to provide a mac, nor was there any charge from BT.

Gordon_Hose

samba wrote: »

When I went from BT to Sky LLU last year I did not need to provide a mac, nor was there any charge from BT.

Same her. I just called Sky and got it all sorted.

Not before I'd argued with BT about their daft rolling 12 month contracts.

iniltous

ricp77 wrote: »

Hi all.

Moved phoneline and BB to Sky from BT at end of Sept, out of contract. Just been hit for a final BT bill of around £60 when I was expecting a refund of around £40-£50. Managed to get the final bill down to -£15 (after 3 seperate phone calls) with the final £30 cancellation charge to contend.

I ordered the BB through Sky and they said they would manage the complete move. I wasn't asked to provide a MAC code, and BT have since told me that if I had asked for the code and then supplied it to Sky myself, they wouldn't have charged me the £30.

BT told me that they are charged by BT Openreach (i think) and then BT pass the charge onto me as Openreach have to disconnect the BT broadband connection in the Exchange. Sky have since told me that Sky go into the Exchange and disconnect me from BT and then connect me to Sky, so they do all the work, not BT.

Can anyone confirm this and hence I definitely shouldn't be charged the £30, as BT didn't even carry out any disconnection?

Thanks.

If Sky told you this they are talking nonsense, BT/Openreach are responsible for and do all the ' connection/dis-connection' work in the exchange, BT/OR did the work and so why shouldnt they be paid for it, they had costs involved (travel/wages/consumables)
The service provider gets charged and usually passes this onto the end user, if they are gaining a customer they will probably absorb some or all of the charge to get your business, but if they are the losing service provider then they will pass it on to the end user, if the MAC process is appropriate and is used the cease is in effect done at the same time as the provide, so the 'cease' charge isnt raised so no extra £30 on the final bill, but dont use it, or if the MAC process isnt appropriate then the charge applys....if you could have saved this money by using a MAC you should be asking Sky why they didnt ask you to get one before accepting your order