Broadband leaving us
Leaving us requires 30 days notice. In practice you can leave us at any point but you are invoiced for 30 days from when you tell us. If you have already been invoiced beyond that point (e.g. quarterly billed customers) we will issue a credit note for the extra period invoiced beyond 30 days. Also, if you are on a BT back-haul service and disconnecting service totally then there is a charge of £29.07† which is what BT charge us to disconnect the line. Lines using Be back-haul do not have a cease charge. Fibre to the cabinet (FTTC) services have a 12 month minimum term.
Ceasing
To cease service you simply request this on the broadband order pages. Any cease charge, notice period and minimum term is worked out at the time so you can confirm costs. You can cease service by letter if you prefer, but it is up to you to prove you have asked us to cease services otherwise charging applies. The on-line order pages provide an immediate emailed and digitally signed confirmation of your request, so that is the best way to request a cease.
Migrating away
You can request a migration code via the broadband order pages. The migration code is emailed to you and valid for 30 days. Also at that point your services are charged (or credited) to 30 days notice which usually makes this your final bill if you use the migration code and leave us. This charge is confirmed when you request the migration code.
Requesting a migration code does not stop service - you have to actually use the migration code with a new provider. If you do not then billing resumes after 30 days. In the case of lines using Be back-haul you must contact us once you have used the migration code. You will at that point be billed any minimum term at line-only rates and your service ceased.
Disconnecting your phone line
Please note that if you do not tell us you are leaving, and you disconnect your telephone service then this is taken as notice to cease the service. You will be charged for 30 days notice from that point, plus any cease fee and minimum term.
If we are providing a telephone service with your broadband service then this will be ceased when you leave unless you first arrange for it to be taken over by a new provider. Contact your new provider to arrange this before ceasing service.
Note: When you ask for a cease or migration the existing billing period is extended or truncated to be 30 days from when you ask. This bill is based on the tariff applicable in the existing billing period and not any new tariff you have request but not yet come in to effect. You are also billed for any extra services such as PSTN line, enhanced care or premium service until the end of the 30 day period. If you are leaving us because of an unresolved speed issue you can ask for the start of 30 days notice to be back dated to when you reported the issue but you have to request this at the time and the final invoice will be manually adjusted.
