Help and Support

  1. What's a Cessation charge?
  2. How much is it?
  3. When do Cessation charges apply?
  4. Does it apply when moving home or office?
  5. Is there a charge for cancelling telephone services?
  6. Why does my Account summary say the charge is Active?

1. What's a Cessation charge?

It's a charge applied by BT Wholesale (the suppliers of our broadband network) to cover the cost of the work required to remove broadband from a telephone line.

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3. How much is it?

The current charge is £25 (inc. VAT)

The Cessation charge may change if BT Wholesale adjust their pricing. We'll email all our broadband customers if this happens.

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4. When do Cessation charges apply?

They apply to any customer who has a broadband cease placed on their line.

Generally, the main reasons for broadband ceases are:

  • A broadband account is cancelled (without switching providers)
  • Switching providers without a MAC Key - (LLU migrations excluded)
  • The telephone line used to provide broadband is cut off

Cessation charges don't apply when using a MAC Key to switch providers (this is called a migration), as a broadband cease is not required.

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5. Does it apply when moving home or office?

Technically it does, but it's covered in the cost of moving.

In most cases, there's no charge to move property. See our moving guide for more information.

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6. Is there a charge for cancelling telephone services?

No, it doesn't cost anything to cancel a telephone service or switch telephone providers.

If changes to a telephone service cause a broadband cease (see question 4), Cessation charges will apply.

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7. Why does my Account summary say the charge is 'Active'?

This means that the charge applies to your current broadband service. It would only ever be taken if your broadband line was ceased.

If the Cessation charge changes, we'll show the old charges for reference (marked as nullified).

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