How to cancel a BT Internet contract

Cancelling a BT (British Telecom) Broadband contract is straightforward, although finding the information on the BT website is difficult. You will need to contact BT by telephone; you cannot cancel online. Before you rush into cancelling, do some research on new providers. Read customer ratings and talk to people you know about their providers.

Check your BT contract to establish if it has expired. If it still has some time to run, you will be liable to pay the balance of the outstanding term. Multiply the number of months left to run by your monthly fee to calculate the amount. You may also have to pay for any equipment provided.

Research broadband providers to establish which will be the best for you. Take into account whether you want a capped service or an unlimited one. If you have several family members using the internet, then an unlimited service may be a good choice. Comparison websites are useful – all you need to do is enter your postcode and they will provide a list of suitable providers. Ensure that you read the Terms and Conditions, which should be readily available on the website. You can usually sign up online.

Telephone BT on 0800 328 6738 to request a MAC (migration authorisation code). Keep this code safe, as you will need to pass it to your new provider. A MAC is valid for 30 days; after that time you will need to request another. Do not cancel your BT contract at this time. Wait until you receive notice from your new provider that your service is in place. This could take up to two weeks.

Telephone BT Customer Services to request cancellation – free from a landline: 0800 345 7310. Have your account number nearby; it will be on your BT bill. It is likely that the agent will try to persuade you not to cancel. They may offer you more favourable terms in order to keep your custom. This may or may not be acceptable to you.


Other BT Customer Service numbers: from a mobile: 0330 123 4150; from abroad: +44 179 359 6931. Note that there will be charges applied.

Check your bank account to make sure the BT Direct Debit is cancelled.

Things You'll Need

  • Your BT account number
  • Telephone
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About the Author

Beverley Gee began her freelance writing career in 1982. She earned a National Diploma in information technology and business studies at Coleg Glan Hafren, Cardiff, U.K. She has written for several U.K. publications including the "South Wales Echo" and her local newspaper, "The Diary." She is also a qualified reflexologist.