BT termination charge

johnnycasio

probably a daft question but when I joined I got a prepaid mastercard and cashback,have claimed both,can I still leave with no penalty?

nvh

So has anyone started a switch yet? To confirm, you just kick the switch off then phone BT to notify them? (or the other way around?)

deanos

nvh wrote: »

So has anyone started a switch yet? To confirm, you just kick the switch off then phone BT to notify them? (or the other way around?)

Yes i am switching to SSE, contact BT first then apply to someone else

SerialRenter

Update on my switch from BT to SSE.

I just got the email from BT confirming that SSE has contacted them to do the switch, and gave me a date. Although it also said only the phone line was moving, and they're going to start me on a new broadband contract on the switch date. *sigh*

So as requested, i contacted them over the web chat to ask that all services are cancelled as of the 3rd of June (my switch date).
I was told that i must phone them up to cancel and i cannot do this online.

I'm working in Afghanistan at the moment! I can't phone up!
So I've got my partner back in the UK to phone up, we'll see if she has any luck.

So frustrating. Why the hell are they trying to give me a new broadband contract when i'm switching away from them? Absolute pirates.

neiltwist

There seems to be some confusion here with regards to the wording of the email.

From the email below, it mentions 3 things:

1. Cancellation notice period (assuming out of minimum contract) - 30 days.
2. Switching notice period (assuming out of minimum contract) - 14 days.
3. That you need to call them if you want to leave within your minimum contract because of the price rise - 30 days.

It's a bit naughty really, as the first two are just standard parts of the contract as far as I can tell, but they have to mention how to leave their service.


The only important thing if you're still in the minimum contract term is to let them know that you're leaving within 30 days. Presumably you are then subject to the notice terms in 1 and 2 above.

Hope this helps clear that one up!

JJ_Egan wrote: »

It says 30 days to cancel contract .
Its does not say switching .

From the email .
You'll see the new prices on your first bill after 3 July 2016. If you want to change something or even leave, you'll need to give us 30 days' notice (or 14 days if you're switching provider), starting from the date we get your request. We won't charge you any increased prices during that time. And if you're within your minimum term and want to cancel, you'll need to give us a call within 30 days of getting this email to avoid paying a charge for leaving early.

...

OneLeggedPig

Yep, that's my understanding too, and you've explained it well there.

I started the switch away after getting the email, but BT contact saying I would owe them a cancellation fee. I had to call them and the guy at BT had to actually process something to confirm I was leaving due to price rises, to exempt me from the cancellation fees.

I think that's bad- everyone with a price rise should be automatically exempt, surely? Not have to actually ring and say they are leaving due to the rises?

So make sure you ring them just before/just after starting the switch away.

SerialRenter

Maybe i should launch a complaint.

Several hours after my partner called, i used the web chat to confirm that everything was cancelled.

They told me, no cancellation request had been received, and that my partner had agreed to a new contract. Which is an outright lie.

So i resorted to calling BT from Afghanistan, god knows how much that cost me. After 15 minutes and saying "no thank you, i'd like to continue with the cancellation please" at least 4 times. He told me that i had no active orders and that everything would cancel on the switch date and i would not be charged anything beyond that date, or any fee's.
Which is the opposite of what the email and the web chat says.

I have no idea whats going on.

here's what my switching email says:

About the services you're keeping with BT
We won't send you a final bill when you move your phone line because you're keeping these services with us:

BT Broadband

We'll bill you as normal until you ask us to cancel them

We'll move you onto a new broadband option
Because you're breaking up your bundle by moving your phone line, we'll put you on a new broadband option called BT Infinity Option 2 for £34.34 a month. There won't be a minimum term contract for your new broadband option.

But i'm switching my line and my broadband!

SSE email confirms this.

Thanks for choosing SSE as your telephone and broadband provider.

nvh

FWIW, I phoned to tell them I was moving, he said fine but to phone them after I've arranged the changeover, then they would just remove any cancellation charges