BT charging a cancellation fee?

Sensiblespendn

Hi everyone, i phoned BT on the 10th december to let them know i will be cancelling i checked my btlogin today and i said that my next bill will be 12th jan etc.

So i phoned them up again and they have no record of my first phone call and said they will i have to pay a cancellation fee because i did not contact them to let them know 30 days before i wanted to finish?

I already have virgin coming to install their services what is my next approach i dont want to pay a cancellation fee due to their incompetence?

jaybeetoo

Is the call itemised on your bill?

phillw

Sensiblespendn wrote: »

I already have virgin coming to install their services what is my next approach i dont want to pay a cancellation fee due to their incompetence?

Tell BT you would like to raise a complaint. Explain to them that you did phone and when you phoned (it's always worth writing down dates, times and who you speak to). If they don't back down then ask for a dead lock letter so that you can take your complaint to the ombudsman.

As far as I know everyone has to pay a cease charge when leaving for Virgin though.

When I switched from BT to virgin I left an overlap in case there was a problem activating the cable. I did have a problem, virgin failed to request to port my phone number. If I had cancelled my ADSL on the day virgin were meant to come then I would have lost my phone number.

NittyGritty

you don't need to ring your isp to let them know your cancelling broadband/fibre do you,unless you mean tv part of your contract, you just switch and other isp takes over and lets your old isp know, unless its different with bt...ive been with plusnet, now tv, sky etc

onomatopoeia99

BT don't pass on the Openreach cessation fee (around £30) so this is probably happening as they think you haven't provided the contractually required amount of notice.

You can either:
complain
give 30 days notice again, which means you have to pay for another month of service from BT
pay the cancellation fee.

Since BT and VM use completely separate infrastructure, there is no problem apart from paying for both with having them overlap.