I was so angry with BT Customer Services that I set up a BT Complaints website for people to share and submit complaints like this. All complaints will be put into report and sent for investigation. I have added this complaint to the list. The website is www.btcomplaint.com
Interviews, buzz, rants, serious articles and questionable opinions
BT comes under scrutiny for increasing cancellation fee
Monday 06 July 2009 7 Comments
Leave BT Broadband without applying for a Mac code and transferring to another provider and you will now be charged £25 – that's the finding of a PC Pro reader from Edinburgh who contacted the magazine after finding the fee had been raised from £18.11 to £25 in June with very little in the way of advertising.
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. Speaking to PC Pro 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.”
More information on how to switch broadband provider and avoid cancellation charges can be found using Broadband Genie's Guide.
Comments
-
-
I was amazed when bt told me they would be charging me £25 for leaving them as I am going to Virgin for broadband and I don't nead a mac address to go to them.
-
I am amazed, shocked and angry for the same reason, too-- installation was free, but who thought about asking to de-installation fees? I never heard of it before now. I can't believe it is legal.
-
I am just entering dispute with them for a £25 charge too. Firstly, the Homemoving team told me they couldn't upgrade my Broadband to the new faster one, as part of the move so I had to cancel then reopen at the new address. This I did, it was a painful process, and then they said I didn't qualify for the 'new customer' offers, which is fair enough. But now they say I have to pay cancellation even though I am still with BT! My argument is they can't have it both ways.
-
Unbelievable how they can get away with this stuff, I have been with them for years, paying £24.99 /month for 1.5mb speed only and now they want to charge me £25 for just leaving them..Just trouble..
-
I didn't know this about BT. I am thinking of switching to Virgin Media in March when my BT Contract ends, so looks like BT will be charging me. BT really do suck.
-
After my end of contract. Rang BT to cancel. They said OK, you will receive a letter in 10days to confirm. No letter. Rang again. They had no record of last phone call.This time I obtained a proof of cancellation order. It appears they "forget & don't record " phone calls when its not in their favour. You have to ring to cancel (So I am told by every BT dept)
So yes BT I will have a good day - When I am NOT with BT
Twitter 
Facebook 
RSS