Termination charge

[lchn93]

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! 

 

[BethM]

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. 

[lchn93]

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. 

 

[BethM]

Hi lchn93

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

[lchn93]

Business account

[BethM]

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.

[lchn93]

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 

[lchn93]

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

[BethM]

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. 

[lchn93]

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?