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

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. 

[lchn93]

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? 

[lchn93]

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

[BethM]

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.

[lchn93]

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

[lchn93]

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 

[BethM]

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

[lchn93]

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

[BethM]

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.

[lchn93]

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 ?