Back

Thinking of leaving BT?

We're sorry to hear you're thinking about leaving BT. Before you do, we'd like to see if there's anything we can do to keep you.

Problems with your service?

If you haven’t already, let us try and iron out any problems with your service. If there are problems with your line, chances are you’ll have the same problems with another provider if they’re using the same network as us.

You can test your connection, report a fault with the network and fix a wide range of broadband and landline problems using our troubleshooting tools.

If we can't find a fault or fix the problem, we'll give you the option to book an engineer appointment.

Faults troubleshooter >


Your broadband speed can be affected by a host of things, but we want to make sure you’re getting the best possible speeds your line can deliver.

Our broadband troubleshooter will test your speed, find ways to improve it and report any faults you have on your line that could be slowing you down.

Try it now >

See also I'm not getting the expected minimum broadband speed >


We have lots of help to get all your other BT products and services running smoothly. Visit www.btcom.ll-digital-sandbx1.bt.com/help to find the help you need.

 

Reasons to stay

Better connected - Our broadband gives you access to over 5 million BT Wi-fi hotspots, helping you stay connected when you’re out and about. Keep your free email accounts.

Safety as standard - With online security and cloud storage, get peace of mind that everything from photos and music to documents and videos are safe and secure online.

Great deals on BT TV & BT Mobile - As a BT Broadband customer you can take advantage of exclusive deals for BT TV and BT Mobile.

Cheap ways to watch BT Sport - The cheapest way to access the BT Sport channels is via BT TV.

The cost of leaving

If you’re still in contract with us, bear in mind you’ll have to pay the remaining charges of contract to cancel early, know as an Early Termination Charge. Most of our contracts are 12 months, but we do have some that are 18 and 24 months. Please note that as of 29 November 2020, Early Termination Charges are subject to VAT. 

Also, if you’re looking to change to another provider, there might be activation or connection charges for setting up your new service.

If you joined us after 13 December 2019 and decide to leave us, you’ll need to return any BT Hub or BT TV box or you may be charged.

Find out more about what you'll be charged for cancelling early >

Get in touch about leaving

If we can’t convince you to stay with us, get in touch so we can help you with the next steps.

You can call us:

Monday to Friday 8am to 9pm
Saturday 8am to 8pm
Sunday 9am to 6pm


Please have your account number ready (it’s on your bill)
From a landline: 0800 783 1401
From outside the UK: +44 150 174 7714

Thanks for your feedback

Please select one feedback option

Submit

Need more help?