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.
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