I feel I'm being ripped off by a bill for nearly £30 to end service

My fiance and I moved from our rented flat in London, where we had broadband, and moved temporarily in with my parents so we wanted to terminate our account.

I was told we would have to pay a £29.60 disconnection fee to cover the sum charged by BT for terminating broadband accounts. This fee represents more than three months' worth of service and I feel I'm being ripped off. TM-R, Cambridge

A bill to stop receiving a service certainly seems an impertinence, but most customers avoid it because they are transferring from one service provider to another using a Migration Authorisation Code (MAC), for which there is no charge. Because you were cancelling, not transferring, you didn't qualify.

I asked BT Wholesale, from whom your provider buys its services, how it justified a fee of nearly £30 and it said it reflects the toil of staff who have to process the cancellation and update the customer's records – ie, spend a few minutes tapping at their computer keyboard.

However, sometimes there's more to it than a few minutes of keyboard tapping because, says a spokeswoman, technicians might have to travel to the local telephone exchange and remove the wires from the distribution frame that connect to the customer's house.

If you need help email Anna Tims at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Please include an address and phone number. Unfortunately we cannot respond to emails individually.

Anna Tims

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source: http://www.guardian.co.uk/money/2012/dec/30/bt-end-broadband-connection


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