How you cancel your BT service depends on whether you're moving to another provider. Find out about the cancellation process and about any exit fees that might apply.

If you’d like to cancel your BT Broadband service, there are several ways to do this. It depends on whether you’re changing to a different broadband provider, whether you’re moving to another address or whether you’re cancelling for an entirely different reason (e.g. because you’re getting poor download speeds from BT).

In this article, we’ll explain how you can cancel your BT Broadband service and any exit fees that might apply when you end your BT service. We’ll also look at some alternatives to cancelling such as improving your wi-fi network coverage and speeds or adding an extra line from a different provider.

How To Cancel Your BT Broadband Service

The way you cancel your BT service depends on which of the following situations you’re in:

If you have any other services from BT like BT TV or BT Sport, you’ll need to contact BT to cancel these services. A separate cancellation process also applies if you want to cancel your BT Mobile service.

Changing Broadband Provider

If you’re changing to another broadband provider, it will sometimes be possible to switch without contacting BT. You can do this if your new broadband provider also uses the Openreach network to deliver broadband into your home.

If you’re moving to Virgin Media, Three Broadband or a full fibre broadband service that uses its own network, you’ll need to contact BT to end your broadband service. Alternatively, you can keep BT running alongside your new broadband provider to avoid paying an early exit fee to them for cancelling your service.

The following table shows whether you can use the broadband switching process that doesn't involve speaking to BT:

Your new ISPCan you switch without speaking to BT?
Moving from BT to Community Fibre You’ll need to contact BT to end your old broadband plan
(or keep BT running alongside Community Fibre as an additional service)
Moving from BT to EE Broadband Simply order your new plan from the EE website
Moving from BT to Hyperoptic You’ll need to contact BT to end your old broadband plan
(or keep BT running alongside Hyperoptic as an additional service)
Moving from BT to Now Broadband Simply order your new plan from the Now website
Moving from BT to Plusnet Simply order your new plan from the Plusnet website
Moving from BT to Post Office Broadband Simply order your new plan from the Post Office website
Moving from BT to Shell Energy Broadband Simply order your new plan from the Shell Energy website
Moving from BT to Sky Broadband Simply order your new plan from the Sky website
Moving from BT to SSE Broadband Simply order your new plan from the SSE website
Moving from BT to TalkTalk Simply order your new plan from the TalkTalk website
Moving from BT to TalkTalk UFO You’ll need to contact BT to end your old broadband plan
(or keep BT running alongside TalkTalk UFO as an additional service)
Moving from BT to Three Broadband You’ll need to contact BT to end your old broadband plan
(or keep BT running alongside Three as an additional service)
Moving from BT to Virgin Media You’ll need to contact BT to end your old broadband plan
(or keep BT running alongside Virgin Media as an additional service)
Moving from BT to Vodafone Superfast Simply order your new plan from the Vodafone Superfast website
Moving from BT to Vodafone Gigafast You’ll need to contact BT to end your old broadband plan
(or keep BT running alongside Vodafone Gigafast as an additional service)

If you have any other services from BT like BT TV or BT Sport, you’ll need to contact BT to cancel these services. A separate cancellation process also applies if you want to cancel your BT Mobile service.

Moving Home

If you’re moving home, it might be possible to transfer your broadband package through BT’s home move service. They’ll set up a broadband service for you at your new address and your existing contract will be moved over. If your new home is within the same telephone exchange area, it may also be possible to keep your landline phone number.

Please note that the services and download speeds available at your new address may be different to those at your current address. You should be told about this before you transfer your service over. If you’re unable to get a BT service at your new address, you won’t be liable for paying a termination charge.

Other Reasons

If you’re cancelling your broadband service for any other reason, you’ll need to contact BT to cancel your service. You’ll need to pay an early termination charge if you’re still within the minimum term of your contract with BT.

Early Exit Fees on BT

Most of BT’s services including BT Broadband, BT Sport and BT TV have an initial contract length of either 12 months, 18 months or 24 months. If you’d like to cancel your service during this minimum term, you’ll need to pay an early termination charge (ETC) to cover the remaining months on your contract.

BT’s early termination charge is the total of the remaining monthly charges on your BT plan, less VAT and then a 1% discount. This works out as being 82.5% of your remaining monthly charges. The following example calculations are given in BT’s price guide:

  • Contracts prior to 2nd February 2020 – you have a monthly plan for £30 a month, with three months left. We multiply £30 by three, totalling £90, and take VAT off that figure, leaving it at £75. Finally, we take 1% off that figure, making your final Early Termination Charges £74.25.
  • Contracts started after 2nd February 2020 including a discount – you have a monthly plan for £45 a month, with six and a half months left. You also may a monthly recurring discount of £10. We multiply £35 (£45 -£10 discount) by six and a half, totalling £227.5 and take VAT off that figure, leaving it at £189.58. We take 1% off that figure, making your final Early Termination Charges £187.69.

If you cancel your service outside the minimum initial term, only a 30-day Notice Period Charge will apply to your cancellation.

If you have a BT Mobile SIM card attached to your BT account, different cancellation fees will apply for BT Mobile. For more information, see our guide on how to cancel a BT Mobile contract. Alternatively, you can continue using your BT Mobile SIM cards after cancelling your other services but you’ll lose the £5/month discount for BT Broadband customers.

You can cancel your BT service by calling them on 0800 783 1401.

In some cases, it might be possible to cancel your BT service without paying an early cancellation fee. You can do this if the speed of your broadband connection is slower than the minimum guaranteed download speed you were quoted when you signed up to the service. Alternatively, this would also be possible if BT were to increase your charges by more than the rate of inflation.

Alternatives

There are several alternatives to cancelling your BT Broadband service:

  • If you’re suffering from poor download speeds, this might be due to your wi-fi network instead of the broadband connection itself. It’s worth making sure before you cancel your broadband service – simply attach a wired device like a laptop to your BT hub using an Ethernet cable. You can improve your home wi-fi network performance with a wi-fi repeater or mesh networking solution such as BT Whole Home Wi-Fi or Google Wi-Fi. Alternatively, BT offers the Complete Wi-Fi service for an extra £10/month to improve your home wi-fi coverage.
  • If you’d like an additional broadband line, you can also sign up to Virgin Media or Three Broadband without cancelling your current BT service. This will allow you to benefit from having an additional broadband service without the need to cancel your BT service. You can also avoid paying an early termination fee to BT.
  • If you’re moving home, it might be possible to take your BT connection with you. See BT's home mover web page for more information.

More Information

For more information, see our guide on how to cancel your broadband service. Alternatively, see the official BT website for more information on how to cancel your BT service.

Your Comments 5 so far

We'd love to hear your thoughts and any questions you may have. So far, we've received 5 comments from readers. You can add your own comment here.

  • Lawrence Brennand said:

    My talk talk contract ends mid November for broadband and unlimited calls package. If I take extended holiday from January for four months could I suspend charges, or another way to not pay whilst away

    • Hi Lawrence,
      Thanks for your comment. As far as I know, it isn’t possible to ‘pause’ your broadband service with TalkTalk, or anything along those lines. This means you’ll unfortunately need to cancel your service and then resume once you’re back from holiday as a new customer.
      Ken

  • My Sky broadband contract ends on the 27th Sept 2020 and a new provider has offered me a change over date of the 2nd of September. Will I have to pay early terminations fees? I can’t find anything on the Sky website which explains how close to the end of your contract you can get without being charged. Am I switching too early or am I Ok to switch today 18th Aug 2020?

    • Hi Paul,
      Thanks for your comment. You can cancel your Sky Broadband plan at any time, but you’ll be charged an early termination fee for the period between your cancellation and the 27th September. For instance, if you were to change over the 2nd September, you’d pay a pro-rated termination fee covering 25 days of usage. I’m not sure what plan you’re on but assuming it’s Superfast, this will be somewhere in the region of £10.34.
      Ken

  • Couple of things to take note, ISP’s like TalkTalk are now charging for use of their email if leaving, and the charges are not cheap, although OfCom have made comments about fair charges nothing has happened, so it makes more sense than ever to use Google’s GMail or MS’s Live, or a email client with reasonable charges.
    Also AFAIK if moving to BT they will pay more than EE to pay off early termination charges.

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