Broadband leaving us
Leaving us requires 30 days notice. In practice you can leave us at any point but you are invoiced for 30 days from when you tell us. If you have already been invoiced beyond that point (e.g. quarterly billed customers) we will issue a credit note for the extra period invoiced beyond 30 days. Also, if you are disconnecting service totally then there is a charge of £18.11† which is what BT charge us to disconnect the line.
To request a cease or a migration you need to add your request to the shopping basket and go through the checkout to confirm the request even where there is no charge. You are asked which lines you are ceasing when you go through the checkout. You are also shown any extra charge or credit that applies for the 30 days notice before you finally confirm your order.
Leaving us
| Cease and disconnect broadband service (cost price as BT charge us)Disconnection of broadband service totally. This is not the same as migrating to another provider but applies when you want the broadband actually stopped.We continue to provide service for the period invoiced or until phone line ceased. | £18.11† | |
| Migrating away to another provider (issue of migration code)This requests the issue of a migration code which you can use to migrate away. Issue of the code does NOT stop the service - your new provider must use the code within 30 days - only then does service and billing stop.Ensure correct email address is on the control pages. | FREE |
Disconnecting your phone line
Please note that if you do not tell us you are leaving, and you disconnect your telephone service then this is taken as notice to cease the service. You will be charged for 30 days service and a cease fee at that point.
If we are providing a telephone service with your broadband service then this will be ceased when you leave unless you first arrange for it to be taken over by a new provider. Contact your new provider to arrange this before ceasing service.
Note: When you ask for a cease or migration existing billing period is extended or truncated to be 30 days from when you ask. This bill is based on the tariff applicable in the existing billing period and not any new tariff you have request but not yet come in to effect. You are also billed for any extra services such as PSTN line, enhanced care or premium service until the end of the 30 day period.
