Cancelling your BT broadband contract
BT broadband packages can be attractive, but there are plenty of reasons you might want to cancel. If your deal is coming to an end, or you’re not getting the broadband service you had hoped for, you might be considering cancelling.
Read on to learn how and when to cancel, how to avoid termination costs, and how to switch to a broadband deal that suits your needs.
Finding out when your BT contract ends
It is easy to find out when you BT broadband contract is ending. You can check online, by phone, or using BT live chat.
You can find out when your BT broadband contract ends online by logging into your MyBT account via the BT website and viewing your current broadband contract. You will find your contract end date listed under “Contract Terms”.
You can call BT directly on 0800 800 150 and ask the agent for your contract end date. You will need your security details for verification purposes.
You can use BT live chat to find your contract end date. Click the “Chat Now” option on the BT help page. You will need your security details for verification purposes.
How do I cancel BT broadband?
You cannot cancel BT broadband online. You will need to call BT and tell them you wish to cancel.
0800 783 1401 from a landline or +44 179 359 6931 from abroad.
BT requires 30 days' notice for cancellations if you are not switching broadband provider. If you are switching, BT requires 14 days' notice. Cancel in good time or you will be charged for the remaining days.
BT cancellation fees
If you're a BT customer and still in a contract you will have to pay an early termination fee in order to cancel it. The process is the same but you will be charged a fee for each month remaining on your contract. This can really add up.
|BT broadband package||Charge per month|
|BT Broadband Unlimited||£17|
|Superfast Fibre Essential Unlimited||£11.75|
|Superfast Fibre 1 Unlimited||£16|
|Superfast Fibre 2 Unlimited||£25|
|Superfast Fibre Plus||£28.75|
If you joined BT after 13/12/2019 and cancel or change to a plan with new equipment you will need to return your BT Hub or BT TV box within 60 days or you may be charged.
Can I cancel my broadband if BT raises the prices?
Thanks to a ruling by Ofcom, you can now cancel your broadband package if your provider raises the cost mid-contract.
This means if BT raises the price of your broadband whilst you’re in a contract you can cancel your service and leave without a fee.
You won’t be able to leave if BT are raising their prices, but your broadband costs don’t change. So make sure your contract costs are changing before you try to cancel.
If BT imposes a price increase mid-contract and you want to cancel, you will have to call BT using the number above.
Can I cancel my broadband if it’s too slow?
BT has signed up to the Ofcom broadband speed code of practice. This means that if your broadband connection is consistently slower than the estimate advertised when you signed up you may be able to cancel without a fee.
You must ask BT to investigate the issue first. If they are unable to resolve the problem, you can be released from the contract without penalty.
If BT cannot resolve your broadband speed issues, you will need to call BT to cancel.