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.
Contents
How To Cancel Your BT Broadband Service
The way you cancel your BT service depends on which of the following situations you’re in:
- I’m changing to another broadband provider
You can use the broadband switching process if you’re changing to another provider that uses the Openreach network. - I’m moving to a different address
You can use BT’s home move process to take your BT Broadband service to another address. - I’m cancelling BT Broadband for another reason
You’ll need to use BT’s standard cancellation process which involves giving them a call.
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.
Please select your new broadband provider from the dropdown menu below for step-by-step instructions on how to switch:
Switch from BT to a new broadband provider
The following table shows whether you can use the broadband switching process that doesn't involve speaking to BT:
| Your new ISP | Can 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 John Lewis Broadband | ✔ Simply order your new plan from the John Lewis website |
| 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 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 TalkTalk | ✔ Simply order your new plan from the TalkTalk website |
| 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 | ✔ Simply order your new plan from the Vodafone website |
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, it might also be possible if BT were to increase your charges by more than the amount stated when you signed up for your plan.
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.
Michael Biagi said:
Dear Ken,
I have a 24 month contract for Broadband, this started on the 25th January. This has never worked, despite texting messages (which I had to pay for) they replied asking for my phone number I replied advising that I did not have one, as I had received no correspondence nor bill from BT ever! On 17th February I managed to speak to 2 ladies, one in faults who confirmed that she could see that my BB was not working and never had been. She said that she would Credit me for the month of January and arranged an appointment for the 20th of February between 1pm and 5pm. The other lady confirmed that she would email me my bill and phone number. I waited all day no one came. I am still without Broad Band. And I have not received the email with my bill. This morning I called 0800 7831401 to cancel my account as I have had enough of this disservice. The number called told me that he could not cancel my account and put me through to faults, who said that I had a contract and could not accept my cancellation, I spoke with this lady for at least 30 mins, who acknowledged that she could see I was not ever operational despite having confirmation that all was confirmed on the 25th January to be OK. And that I had received a text to ask me to make an appointment for an engineer, I looked at my mail and sure enough, there was the email. When I said “you have just sent this to me after my complaining that I want to cancel my contrcat (Icould hear her typing)she didn’t answer and said, She was putting me through to a gentleman in the Loyalty dept, who said after a lengthy conversation he would call faults on my behalf, I was then put through to a gentleman in faults in Dublin, who said that he had been called by Loyalty dept, saying that I had changed my mind and did not want to cancel my contract! This was never said by me ever, and I still do want to cancel, more now than before after all of this performance today. The only contact I ever had from BT was 3 texts asking if I had arranged to pay by direct debit. I was on the telephone for over 50 mins, shunted from one person to another. How do I cancel my contract without incurring charges, I believe BT should have ensured that I was able to receive Broad Band before committing me to a contract that they have not respected. Please advise. Michael.
Ken replied:
Hi Michael,
Thanks for your comment and sorry to hear about the problems you’re having on BT. I wish I could help you more with this, but my recommendation in this would be to make a formal complaint in writing to BT. Someone internally will need to look into this for you, and you have the option of taking it to the Ombudsman if they’re unable to solve it to your satisfaction.
Ken
David Hatchett replied:
Michael, maybe too late to help you now, but…
Since BT totally failed to provide the commitment they had given you in the contract, it should have been an open and shut case to cancel the direct debit claim back all of the money you’d paid, by using the governments Money Claim On Line service. This is something I’ve used often, its quick and easy to use. You’d need a Government Gateway account, but again, quick, easy and free to set up.
Dave
Vicki john said:
Our small cafe business is having to close due to Covid restrictions. We still have 12months left on a 24 month contract. We currently pay £56 per month for our package. My understanding is that we would have to pay an early termination fee of 12 months x £56, ie £672 which we can I’ll afford. Are BT taking Covid into consideration in this situation?
Ken replied:
Hi Vicki,
I’m very sorry to hear about what has happened to your business. With regards to your question about BT’s early cancellation fees, I’m not sure they have an official policy on this. It’s definitely worth getting in touch with them to talk about your situation and to see whether they’re able to do anything for you.
Ken
Laurinda Mead replied:
Hi Vicki,
We were in the same position and BT did not want to know…we had to pay £667 last month which was a real kick in the teeth! Their customer service is awful! I explained the situation was they simply didn’t care! Good luck!
Dawn Shrives replied:
Hi Vicki John
I wonder, how did you get on with your cancellation fees? Only I’m in the same boat now sadly …
Sarah said:
Hi Ken, great website, I’ve found it because living with interchangeable flatmates makes energy and internet contracts a tricky thing. They want to put my name on an existing contract but I don’t want to be stuck with an exit fee.
Might you know if you can change the account holder & direct debit details on BT? If it incurs a fee doing so? Also do you have to return their BT modem when the term ends? Thanks
Ken replied:
Hi Sarah,
Thanks for your comment. Yes, I believe it should be possible to transfer an existing contract into your name though you’ll need to contact BT in order to do this. I’d recommend finding out exactly what is on that contract (e.g. the exact price, how long is left on it, etc before you transfer). And yes, when you cancel your BT Broadband service, you’ll need to return the BT Smart Hub router.
Ken