We're sorry to hear you're thinking about leaving BT.
Before you leave
Report a fault or problem with your service
We might be able to repair a problem with your service, for example internet speed or connection issues. Report a fault online.
Check your contract end date. You may 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 for your services is on your bill.
You must give us 30 days notice before you leave
Your service will stop 30 days after you cancel your service.
How to leave
Call us on 0800 783 1401 to leave BT.
Phone opening hours are:
- 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.
We'll always notify you when your contract ends.
Cancellation fees if you leave your contract early
You have to pay an ‘early termination fee’ if you cancel your service before the end of your ‘minimum contract period’. The end of the minimum contract period is usually either 12, 18 or 24 months from the date your started your service.
For example, if your minimum contract period is 24 months, you can only leave without paying a fee after you’ve had the service for 24 months.
How we calculate the fee
The fee is the total of the remaining amount you would have paid up to the end of your minimum period.
- 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 cancellation fee
You pay £35 a month. You have four months left in your minimum commitment 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 four = £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.