Disconnection charge for Broadband out of contract...

I'm a BT customer and have been since 2004. I'm moving into a new property which has everything set up and I don't need to take my BT account with me, so effectivley I need to cancel. Also, I'm no longer in a contract as that has now passed and I'm just paying month by month. However, I have just got off the phone to the "moving" department as I wanted to cancel. They told me that I have to pay a £30 disconnection fee for my broadband. Is this true?
I can't find any detail about this.
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...|%20Personal%20|%20Terms%20&%20Conditions
OR
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...
I don't want to pay this fee as I think that is just outragous. The reason given to me was that BT have to ask BT Wholesale to disconnect the broadband, which they then charge BT which then charge me. What a load of old rubbish! I'm no longer in contract so why do I need to pay anything to disconnect?
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6. Cessation Charge
A cease charge of £30.00 (Inclusive of VAT) is payable if you
cease your broadband service and do not request and use a
migration access code or another recognised transfer process
to move to another service provider. This charge is not raised if
you are moving home and BT is unable to provide the service
at the new address.
http://www.productsandservices.bt.com/consumer/consumerProducts/pdf/UKInternationalprices.pdf
page 25
Check your exchange or major service outagesIf someone has given a helpful answer, please click on their Ratings star on the left-hand side. ***

Similar Messages

£30 disconnection fee for broadband

I have been told by 2 advisors now in the cancellations department, that even though my contract is up, if I leave BT, I have to pay a £30 cancellation fee to stop my Broadband with them. Has anyone ever been made aware of this, because it is the first I have heard. I was never told this when we took the contract out.
Another thing I want to know is, why does this message keep getting removed from this forum, this is the third time I have put it on now. Could it be because there is no such fee and as usual they are trying it on with their customers. I feel if there is a £30 fee, we as customers, have a right to know, so why keep removing this information?
Maybe it is because 2 advisors have told me, I will be charged this. 1 advisor said, I will not be charged for dis-connection as long as my contract has ended and another advisor I spoke to has never heard of any such fee or been made aware of it.
Seems if you are going to leave BT, they have to 'find' something to charge you for before you go.
And for those of you who don't know - if you need a MAC code for your new provider, your present provider has to give it you via e-mail or letter in 5 working days. (Ofcom site) Another bit of info BT doesn't tell you but I am sure it is in the smallprint somewhere.

The fee is charged by most providers as it is a wholesale cost that BT retail are charged when disconnecting a broadband service. If you wish to not be charged then simply transfer this service to another provider using a migration code that you can get over the phone from BT or by emailing them confirming your account details. This is advised within a contract when you sign up for BT broadband service.

HELP. My brother is being charged for broadband. h...

Can someone please help my brother is being charged for bt broadband that he doesn't have after being charged £125 installation fee for a bt man to sit in his van for an hour and not do a thing. After numerous phone calls to resolve this he asked me to come on here has the mods really helped me out.

Hi Dolphin,
what i would recommend is for you to help your brother by contacting BT directly and find out who and when the order was processed for BT Broadband.
Secondly, has your brother received a BT Home Hub? If not then i would ask BT why?
You state that a BT engineer sat out in a van for some time, what was this for? was this for a booked instalation for BT Broadband? if so, raise a complaint with BT, hopefully this link http://bt.custhelp.com/app/contact_email/c/2702,2705,2719 will allow you to e-mail BT or you can always dial 150 from a bt line to complain.
Here is more info if you wish to complain with BT, follow the procedures to BT's book, if they fail, you can complain to Otelo
http://bt.custhelp.com/app/answers/detail/a_id/10789/c/345
http://www.otelo.org.uk/
Hope this helps
cg
CG Over An Out

Charged for broadband over usage but still below l...

Hi guys,i hope someone here can help because i'm getting nowhere with bt helplines. At the end of january this year i changed from bt total broadband 1 to infinity. My old broadband limit was 10gb but i usually went over by 2 or 3 gb which i was obviously charged for, no problem there. With my new infinity package my allowance was increased to 20gb per month which was plenty enough for me.however,mybt usage monitor is still showing me to be on the old 10gb package.
Despite several live chat sessions and phone calls(the last one 2 weeks ago informing me i had 40gb usage) i'm still being charged for going over my 10gb allowance.i've even sent them,as requested , a screen shot of my usage monitor!! Why on earth would i have to do that? My latest bill arrived this morning with charges added for over usage.
Can someone please advise me of how to sort this problem out. To make things worse i'm now going to the dentist!
Thanks in advance,
Cheesed-off (paul)

Hi Cheesed-off,
Welcome to the community forum. I would like to take a look at your account. Please send me in your details using the "Contact The Mods" link found in my profile.
Thanks
PaddyB
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Migrated away and BT still charging for broadband!...

Title says it all really. We applied for our MAC via the BT website and handed it to the new bb supplier who took it up and started our new BB on the 2nd August 2012. Then last week (3 weeks later) the normal BT phone bill is still showing the BB charge as if we were still with BT for BB!
So, phoned the bt listed 0800 number and got the usual Indian call center run around. First they said there was a fault on the line. Then after refusing to accept that as a reason they said the proper transfer process hadn't been followed. Asked for 'Geof's manager and got the same flim-flam. Been using the new service provider for 3 weeks with their supplied equipment and network credentials so how the stuff can BT not even know or recognise this ?! Spoke to a technical person for our new BB provider who said he'd seen this a lot as he recogned that BT just needed to examine their own records in more detail. Very happy with new provider but BT is still a Total Nightmare so now we'll ditch their phone rental as well and complain to OFCOM about these charges.
Oh, and if ANYONE with a modicum of intelligence at BT has any ability to sort this mess out our account number is TH********, you know the phone number to call us on (I presume !).

Hi Simmonsm
Welcome to the forum.
I can have this investigated to find out why you have been billed for Broadband.
Please send us an email using the contact us link in my profile you can click on this link in the section 'About Me'.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Double Charge for Broadband

I Have Been charged for my Broadband option 3 twice last month and the month before. I have called twice since then, both time they said it will be sorted by next month, what has not happened. Please could someone double check it for me as I cannot really afford to pay 60 pounds every month as my first baby has arrived and got lot of expense.
Please Help!!
Thanks,
Mate
Solved!
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Hi Confusedmate,
I'll be happy to have a look over your account and double check this for you.
Drop me in an email to the address in my profile with your BT account and telephone number along with a link back to this thread and I'll take things from there.
Cheers
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Charges for Broadband - during fault

Late December and into early january my broadband usage was excessive - diagnosed as faulty hub. Fault resolved on 6th Jan when new hub installed. I can't get suitable re-assurance via the many online chats and voice calls I have had with BT that I will not be charged for exceeding 40GB usage in BOTH december and January.
The first 6 days of January under fault used most of our 40GB cap so normal browsing since means we will exceed 40GB by months end. A note on the broadband usage says we will be billed 26.50 for excessive usage even though the bill has been received.
Please could you take a look at my account and assure me that I will not be charged for exceeding 40GB in December 13 and January 14. Only once in the last year have we ever exceeded 40GB.
I hope you can assist
Solved!
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Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Call charges for Broadband Talk

Hi
I wonder if anyone can help. I have an unlimited anytime plan with BT and use Broadband Talk. As I understand it, calls from Talk fall under the same tariff as the main phone line, so I am confused as to why I get charged for calls to a local number, eg, a 11 min call to a local UK number at 1pm on a weekday cost me £1.09.
According the the BT tariff plan (http://www.bt.com/pricing/current/Cust_Opts_Res_boo/2-3230_d0e91.htm) this call should be free.
I am missing something or am I being charged when I should not be?
Thanks
Steve
Solved!
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ses2310 wrote:
Hi
I wonder if anyone can help. I have an unlimited anytime plan with BT and use Broadband Talk. As I understand it, calls from Talk fall under the same tariff as the main phone line, so I am confused as to why I get charged for calls to a local number, eg, a 11 min call to a local UK number at 1pm on a weekday cost me £1.09.
According the the BT tariff plan (http://www.bt.com/pricing/current/Cust_Opts_Res_boo/2-3230_d0e91.htm) this call should be free.
I am missing something or am I being charged when I should not be?
Thanks
Steve
Hi.
Unfortunately you are missing something I'm afraid. BBTalk is not the same as a normal landline and is treated as a different line - they each have different calling plans too depending on where you call.
The tariff plan you show
http://www.bt.com/pricing/current/Cust_Opts_Res_boo/2-3230_d0e91.htm
does actually show that the call you made will cost 11 x 7.95p plus any connection charge. At the very top if the page it shows that you need to pay the anytime plan cost of £6.20 per month. (My figures include vat)
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Over charged for broadband

During December we had problems with our you view box so BT ordered us a new one. Unfortunately the same person accidentally suspended out TV package but still charged us for it. Therefore every time we watched on demand it used up our broadband allowance causing us it go over our limit and therefore charged £5.60. Even though I made them aware of the error in December they are refusing to refund the money. Does anyone have any ideas?

If you would like to try Live Chat they should be able to help you.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Returned check charge for 2 out of 3 in triple play?

I have triple play (phone, cable and internet) conveniently lumped into a single package. For some reason, when I went to pay my account, the transaction "bounced" causing a fee to be applied to each of the following items: phone and cable. In addition, a returned check fee was initiated. This seems odd to me because I didn't write a check. Secondly, I would assume the fee would be overall (to the entire bundle) rather than processed against two of three packages. In other words, 10 dollar returned check fee to phone and 10 dollar returned check fee to cable. Obviously, Verizon wants to make as much money as they can. However, this seems like double dipping especially when they promote the heck out of triple play package. In other words, I wouldn't even see two fee's if I didn't have Phone service. I kept phone service just to make them happy. I don't use it! Now, i'm tempted to cancel my phone service alltogether to prevent this from happening. Anyway, I just wanted to know if this was a mistake or not on their part. Any help appreciated!

Hi ewest413,
Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

Why am I being charged for a phone I owned outright?

My fully paid for phone was stolen. I was advised that the Edge program was my best option for replacement & I choose to go with that option. But why am I charged $300.00 for my old phone in addition to the monthly charge for the new phone on the new program. Where did that amount even come from? as my 1st question said it was fully paid for. In reading the contract I don't see where you have to turn in the phone at the start, only if you "edge up" & I didn't do that.
Message edited as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

You can't buy out a 2 year contract without losing your number. Dumb, but true for other carriers also.
You can buy out an Edge installment agreement.
Your cheapest option was to purchase a replacement phone at full retail price. Which for a Droid Turbo is $549
In 2 or 3 months when your old 2 year contract expires, call and ask for the out of contract discount. Depending on your data plan you will get $15 or $25 monthly line credit for being out of contract. That will offset your Edge payment, netting either a payment of $7, or a credit of $3 (based on the Edge payment of $22)

Some BT TV customers incorrectly charged for Broad...

Hi everyone
Some BT TV customers incorrectly charged for Broadband usage in February.
We’ve noticed an incorrect Broadband usage charge for January usage has been applied in the February bill to a small number of BT TV customers on a limited broadband option. We are very sorry for this mistake.
What we are doing to put things right?
We’ve fixed the issue so it’s no longer a problem.
We’re crediting back customers for any incorrect charges.
If you have been affected by this we will adjust and automatically credit your next bill.
Question: How will I know if I have been affected?
Answer: If you have received a usage charge for January in your February bill and if you have a BT TV subscription then you will have been affected.
Question: How do I get a refund?
Answer: If you have not already had your automatic refund we will be automatically crediting the full charge on your next bill.
Question: I am a BT TV customer, why can I not see the usage monitor?
Answer: At the moment, BT TV customers can’t view their usage. You will see this message:
The usage monitor is currently not available for a small number of customers. We understand how important it is to monitor usage, and as you're not able to view the usage monitor we will not charge you for going over your usage limit this month. You don't need to do anything, we'll take care of that.
If you see this message, please be reassured that we've not charged you for any YouView usage this month.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Hi everyone
Some BT TV customers incorrectly charged for Broadband usage in February.
We’ve noticed an incorrect Broadband usage charge for January usage has been applied in the February bill to a small number of BT TV customers on a limited broadband option. We are very sorry for this mistake.
What we are doing to put things right?
We’ve fixed the issue so it’s no longer a problem.
We’re crediting back customers for any incorrect charges.
If you have been affected by this we will adjust and automatically credit your next bill.
Question: How will I know if I have been affected?
Answer: If you have received a usage charge for January in your February bill and if you have a BT TV subscription then you will have been affected.
Question: How do I get a refund?
Answer: If you have not already had your automatic refund we will be automatically crediting the full charge on your next bill.
Question: I am a BT TV customer, why can I not see the usage monitor?
Answer: At the moment, BT TV customers can’t view their usage. You will see this message:
The usage monitor is currently not available for a small number of customers. We understand how important it is to monitor usage, and as you're not able to view the usage monitor we will not charge you for going over your usage limit this month. You don't need to do anything, we'll take care of that.
If you see this message, please be reassured that we've not charged you for any YouView usage this month.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Charged a disconnection fee for BT Total Broadband...

I can barely suppress the anger I feel as customer service at BT reaches a new low.
After months and months and months, and call after call of talking to nice but totally ineffective people in which I tried to get all my BT services moved from one house to another and then to to a single account, it did finally happen. I find in the post this morning a bill which includes a cancellation charge and an equipment cancellation charge for a Broadband service that I still have!!!!
The very thought of phoning 0800 800 150 yet again makes me want to weep. I despair - I worked for BT for nearly 28 years and I loyally kept my custom with BT but this is utterly intolerable and I am ashamed to admit to people that I have had such appalling problems.

Hello InDespair and welcome to the forums.
You could try Billing live chat Monday -Friday 9-6pm
Failing that contact the moderators on this link
**How to contact the mods: http://bt.custhelp.com/app/contact_email/c/4951 **
it may take up to 72 hours for a response as the mods are very busy Patty-L

My ipod nano was working fine until i uploaded some new tunes today. It sync properly and once disconnected it just switched off and would not even turn on. I have put it on charge for a few hours but nothing happens, infact the charger is getting hot.

My ipod nano was working fine until i uploaded some new tunes today. It sync properly and once disconnected it just switched off and would not even turn on. I have put it on charge for a few hours but nothing happens, infact the charger is getting hot. Pleaseeeeeeeeeeee help I need my ipod.

The backlight burned out from getting it wet. You will have to replace the screen at a 3rd party shop, buy a screen and replace it yourself, or make a Genius Bar appointment at your nearest Apple Store and do an out-of-warranty replacement for $199 USD.

Why am I charged so much for Broadband???

I've just looked at my bill and I'm being charged £28.35 a month for my broadband, but the most expensive package I can find on BT.com is £26 and that includes Infinity - I only have an old 2.0 homehub...
The billing info pages aren't very helpful so I can't find out why I'm paying so much. Any ideas?

It's not the model of homehub that determines your bill, it's which package you are on. You may also have your line rental included in that figure. Line rental is about £15. If you contact Live chat should be able to explain your bill to you.
See this link for broadband packages to establish which you are on or its equivalent
http://www.productsandservices.bt.com/products/broadband/packages
Link to live chat
https://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums

Disconnection charge for Broadband out of contract...

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