Online Support Centre

Cancelling your broadband account

To cancel your broadband service, call our Customer Options Team on 0845 140 6002. Lines are open every weekday (except Bank Holidays) between 9.00am-5.30pm.

We'll be able to process your request after a quick security check. Before you do, it's worth running through this article to understand all the ins and outs. You should also read our Broadband Migration FAQ, as this provides a lot of useful information too.

10 Days Notice
You need to give us at least 10 days notice to cancel your service. It's best to cancel just before an invoice date or you may end up paying a full month's subscription for your remaining days or weeks.

Note: we can't reply to cancellation requests via Ticket. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

Cancelling in your first 12 months

If you're still within the first 12 months of your contract you'll need to cover the costs of the installation of your service, and any free or subsidised hardware you got from us. For more information, see our Terms and Conditions.

Migrating your broadband service to another Internet Service Provider

If moving your broadband to another ISP, you should ask for a MAC key from us when you request to cancel. The MAC key is a reference code that you can use to transfer your service seamlessly. More about MACs and migration.

Cancelling broadband and cessation charges

There is a £25 BT charge for removing broadband from a telephone line. You'll need to pay this charge if you cancel your broadband service without migrating it to another provider. The cost applies in a number of other situations:

  • A name change on the BT bill, which results in the automatic removal of broadband service.
  • You are moving to a new address. See our House Move Guide.
  • You are moving telephone service away from BT (e.g. a cable provider).
  • A dispute between yourself and BT's retail division.


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