This is applicable even if customers have worked through their minimum contract period BT's new terms and conditions now state:
“When you end your broadband service and do not request a migration authorisation code (MAC) or another recognised transfer process to move to another service provider, from 12 June 2009 you will have to pay a cease charge of £25.00.”
The only exception to this increased charge is if BT can no longer provide a service to the new address if the customer is moving home.
Although cease charges aren't uncommon among internet service providersl this recent fee increase seems to have slipped by most.
A BT spokesperson explained the reasoning behind the charge as being to “encourage customers to use the correct migration process and cover the technical costs incurred when this process isn't used.” It added: “The charge has increased in line with the costs of the work. This is the actual cost of the work required within an exchange to recover equipment and amend records.”
Let us know what you think about BT Broadband by commenting below.
9 comments:
BT are absolutely useless!! My broadband has been down 6 weeks and ringing India is a complete waste of time and energy, I just give up the will to live every time I have to speak to them!!
July 08, 2009DO NOT PURCHASE BT BROADBAND!
July 17, 2009I have just cancelled my broadband serivice after paying BT over £70 per month for 20 months. This equates to over £1400 & I have hardly used the service for the past 6 months.
BT have now told me that they intend to charge a £25 cancellation fee. I asked the operator what the charge was for and she replied that a BT engineer would need to go to the exchange to physically disconnect the line.. does anyone know if this is true?
The broadband department of BT appears to be entirely separate from the division that manages the physical infastructure of phone liones and renmtal. My understanding is that you just need a land line to run any broadband service and I would advise people to avoid these hidden costs by simply not choosing BT as their broadband provider in the first place.
In terms of this charge - it was not part of the T's and C's when I first signed up and I have no intention of paying it - I have cancelled my monthly DD as a result.
hello everyone,
July 24, 2009well i have to say that i am also leaving the BT service due to poor custermer service...
the long saga goes on..
12 months ago, I could not put my BT braodband and my phone plugged in together , because my phone line went dead.
I duly contactd the BT to tell them of this, bearing in mind that both the broadband and the phone worked well....when plugged in separatly I followed all the advise etc it still did not work,and I even bought myself a new adsl filter and tested different phones etc I gave up because i just couldnt cope with call centre,
However I tried again ( i swapped my phone provider because of this but still kept the BT broadband,)
I spoke with my phone provider who said my line is working and I needed to speak with BT engineers, re the exchange or filter...
I did so and they said that my line is not BT and you guessed it they put the phone down on me, after having been passed around on the phone ,put on hold ete tc etc.
soooo somehow i got an email through one the sites and emailed what turned out to be the BT CEO office!!!detailing all of the above.
I was then emailed by the assistant to the BT ,CEO who said that he will get on to it,,, however after much waiting and emails, i was told that the BT had to be notified of a fault by my phone provider, sooo i did contact my phone provider who said that my line is working and that I will be charged because there is no fault on the line,and they said that BT need to sort this out via the exchange or the filter system ,or at the very least send out the engineer,which you,d think they would offer to do?, soo im still here, my last email to the assistant to the ceo was yesterday informing him of the above and notifying him of my departure from the BT MIRE, I am completely exhausted by the pure arrogance of this company........it seems that that are determined to destroy what was many years ago a top notch company, and yes Im willing to pay a little extra for good competent workers , who will not conspire to put me out of buisiness!!!
I can only agree, previously had immense trouble with broadband--and BT's customer service, of course- it was nerve-wrecking; broadband never really worked perfectly.
February 25, 2010Now in shock over the cancellation fee of 25 £, I had never heard of it. It was not mentioned in the information received, neither was 14 days notice period, but a 7 days notice period was mentioned. Anyone tried to deny paying the cancellation fee? -- or do we have just have consider ourselves lucky that it is not a 100£ fee? or more?
Ann
I am thoroughly disgusted with BT - I too have just discovered that it will cost me £25 to cancel my broadband, it makes me sick. I am tempted to not pay but worried that I will incur further charges as they will most likely suspend my phone service for late payment and then charge me to re-connect.
May 12, 2010Also when I phoned to cancel the broadband, suddenly they decide that "oh yes we can give you a better deal" and said that they could reduce my bill from £40 to £24 a month.
They can shove it frankly.
We have been with BI for many years. Since moving house to some distance from the telephone exchange, our broadband has only 0.5Mb speed despite paying for 8Mb service. We also lost connection three times within 2 years due to problems at the exchange. They did fix it within a week but with the hassle of numerous phone calls and engineers visits (i.e. time needed off work!).
May 14, 2010We decided to switch to fibre optic cable and was very surprised to be told there is £25 cancellation fee as we do not need a MAC code.
I would be very interested to learn if anyone refused to pay this fee and what happens then? Did anyone actually see this in the terms and conditions when they signed up?
I just got my final bill for BT BB and phone, and it doesn't make any sense. I have been charged £25 cancellation fee, even though I did obtain a MAC code. I ended my contract a couple of weeks before it was due to expire, so I suppose they could have demanded that I pay for the remainder of the contract, which would have been about £7. But then they charged me beyond the date I moved to my new ISP which is also beyond the date my contract was due to expire - go figure that! It seems that they just pluck numbers out of thin air! I'm not looking forward to speaking to them to sort this thing out...
May 17, 2010I too was just told by BT customer services that it was going to cost me £25 to cancel!! So basically i'm being forced to pay, not to have a service. This is surely criminal?
July 22, 2010I'm moving to an optical fibre line because BT charges far too much for a limited, slow service that very rarely (maybe never) operates at the advertised speeds.
I would just stop my direct debits but my account is in credit by more than £25 so they would probably just take it out of that.
I am not under contract and I don't recall ever being notified about this fee and am feeling utterly distugusted and abused. They are 'stealing' from me.
I will never again sign with BT. They need to re-think their underhand ways and poor pricing structure.
I am disgusted. I was currently with BT but then switched to Talk Talk from which i was told they would sort out the cancellation fee. I have now a bill in from talk talk and BT and when i called up BT they said they have never heard from talk talk to cancel the broadband. I then phoned up talk talk and they said they cannot do anything to call BT so when i did they said they cant do anything and if i wanted to leave there would be a cancellation fee of £180 plus my 70 bill. Talk talk cannot help me and now i stuck with what to do. Can anyone help??
August 02, 2010Post a Comment
Please join me and submit your BT complaints so I can send to necessary bodies to investigate the awful BT Service.