Before you leave
Report a fault
If you’re thinking of leaving because of a problem with your BT services, we’d like to help. Report a fault and we’ll aim to fix the problem as soon as possible.
Give us notice
You need to give us 30 days notice before you leave. Your service will stop 30 days after you cancel your service.
Check if you need to pay a fee
You may have to pay an early termination fee if you end your service before your contract ‘minimum period’. Your contract service end date is on your bill.
We'll be in touch
We’ll let you know when your contract ends.
How to leave
Call us on 0800 783 1401
Monday to Friday, 8am to 9pm
Saturday, 8am to 8pm
Sunday, 9am to 6pm
- If you switch to another provider, they will be responsible for handling your switch.
- It’s our responsibility to ensure we provide accurate information.
- If we provide inaccurate information during the switching process, you may be entitled to compensation.
- If you need to contact us in relation to compensation you believe you’re entitled to, please get in touch.
Cancellation fees
If you leave your contract early
An early termination fee applies if you cancel your service before the end of your minimum contract period. Usually, the minimum contract period is 12, 18, or 24 months from the date you started your service.
For example, if your minimum contract period is 24 months, you can only cancel without paying a fee after 24 months.
How we calculate the fee
The fee is the remaining amount you would have paid up to the end of your minimum period, minus costs we save.
We subtract:
The costs we save, for example, payments to suppliers, as a result of you leaving early
1% if we get your final payment early
Example of a cancellation fee
- You pay £35 a month and you have four months left in your minimum contract period.
- We multiply £35 by four months, totalling £140.
- We take off VAT, reducing it to £116.67.
- We take off the costs we save, for example, £15 per month, multiplied by 4 = £60, leaving £56.67.
- We discount by 1% for early receipt, making £56.10.
- We add on VAT, making your final early termination fee £67.32.
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