topic Re: Termination charge in Broadband

Termination charge

lchn93 — Mon, 04 Nov 2024 14:42:04 GMT

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. After spoken to customer service, they said this is not from their end as the openreach team is claiming it as engineer has to visit the premises and cancel the service. By checking the terms and conditions, I couldn’t find the charged was mentioned there, I doubt if BT customer service tell me the truth, so I wonder if anyone has been charged for this fee before

when switching to new provider.
Also BT has took money from me for 1/9-30/11, because the switch day was set up on 18th Nov, so do I get refund for the rest day i don’t use BT broadband service? Really appreciated if anyone can help!

Re: Termination charge

BethM — Tue, 05 Nov 2024 14:59:35 GMT

Hi lchn93

As per the screenshot you shared, your rental is due to 01/12/2024 as we require 1 months notice for ending your contract with us.

Re: Termination charge

lchn93 — Tue, 05 Nov 2024 15:04:33 GMT

I have looked at your website, switching to new provider can be considered as an exception, so the notice period will be 14 days, and I switched to Sky on 18 Nov, that is more than 14 days, it shouldn’t be the problem.

Re: Termination charge

BethM — Tue, 05 Nov 2024 15:06:04 GMT

Hi lchn93

That page is for BT which is for residential customers, do you have a BT residential or BT business account?

Re: Termination charge

lchn93 — Tue, 05 Nov 2024 15:06:29 GMT

Business account

Re: Termination charge

BethM — Tue, 05 Nov 2024 15:08:18 GMT

Hi lhn93

You can find our terms and conditions for BT Business regarding the notice period here. We are a separate provider entirely to BT for residential customers and therefore have our own terms for this.

Re: Termination charge

lchn93 — Tue, 05 Nov 2024 15:13:58 GMT

I’ve chatted with your business customer service, they couldn’t even find out the charge was mentioned in the terms and conditions. What they told me was totally different to what you said, they said this charge is for openreach team, nothing to do with the notice period

Re: Termination charge

lchn93 — Tue, 05 Nov 2024 17:16:10 GMT

If I changes the switch date to 30/11, does the termination charge still apply?

Re: Termination charge

BethM — Wed, 06 Nov 2024 12:56:36 GMT

Hi lchn93

I am referring to the notice period, not the cease fee. The cease fee is a fixed fee regardless of your contract term. It's in our Price list under Section 52 / Part 6 / Sub Part 3.

You will need to check about moving the switch date with your new provider and then check with our orders team again to ensure you aren't cut off early.

Re: Termination charge

lchn93 — Wed, 06 Nov 2024 13:27:16 GMT

If I switch to new provider on 18th Nov, what about payment I’ve already paid for those days after 18th until 30th Nov, do I get refund?

Re: Termination charge

BethM — Wed, 06 Nov 2024 13:29:23 GMT

Hi lchn93

No, regardless of when the service actually switches over, you are charged rental until to 01/12/2024 as per the notice period I detailed before.

Re: Termination charge

lchn93 — Wed, 06 Nov 2024 13:39:26 GMT

Even I switch to new provider, can’t this be an exception to 30 days notice period like residential account?
If no payment refunded, so it won’t make any difference if I change the switch day to 01/12/24, £18 is the final payment I need to pay, am I right?

Re: Termination charge

lchn93 — Wed, 06 Nov 2024 14:32:27 GMT

By changing the switch date to 1/12/2024, will the date rental due for 1/12/2024 stay the same? Thanks

Re: Termination charge

BethM — Wed, 06 Nov 2024 14:39:27 GMT

Hi lchn93

No, we don't have an exception for moving providers. This is laid out in the terms and conditions when you sign up for the service. You will be charged rental up until 01/12/24 by us and the £18 cease fee.

Re: Termination charge

lchn93 — Wed, 06 Nov 2024 14:40:38 GMT

By changing the switch date to 1/12/2024, will the date rental due to 1/12/2024 stay the same? Thanks

Re: Termination charge

lchn93 — Wed, 06 Nov 2024 14:44:17 GMT

By changing the switch date to 1/12/2024, will the date rental due to 1/12/2024 stay the same?
As you’ve already taken payment for rental up to 30/11/24, so I won’t be charged again for this period, is that correct? Thanks

Re: Termination charge

BethM — Thu, 07 Nov 2024 15:22:27 GMT

Hi lchn93

Your switch date does not impact the rental liability date as long as it's within that time period. If you want to change this, you will need to contact our orders team. You can find their details here: https://business.bt.com/help/contact-us-business/check-an-order

Re: Termination charge

lchn93 — Thu, 07 Nov 2024 19:14:40 GMT

What will happen if switch date beyond the 1/12/2024, like set up on 2nd Dec?

Re: Termination charge

BethM — Thu, 07 Nov 2024 19:15:57 GMT

Hi lchn93

If you move your switch date to after the rental period, the rental period will be adjusted to include this date and ensure 30 days notice is given.

Re: Termination charge

lchn93 — Thu, 07 Nov 2024 19:20:56 GMT

So if tomorrow I call up to move the switch date to 2/12/2024, then I will be charged up to 2/12/2024, is that what you mean? Or the rental period will be extended to 6th Dec because of the 30 days notice ?