About this policy

This policy provides the details of what charges will be applicable when a broadband service is changed from one type of service to another type of service.

Change of service definition

For the purpose of this policy a change of service is clarified as;

  • Moving from ADSL or FTTC to FTTC, SoGEA or FTTP
  • The old service and new service must be at the same location (where both old and new service require a phone line the service must be delivered over the same line)
  • The core service being changed (a change or addition of select services or care levels shall not constitute a change of service)

Whilst a change of service may be termed as an upgrade the service is changed by way of a cease and reprovide. Your account manager or customer service team will be able to explain more about the details of how such a change would take place.

A cancellation of service without replacement as laid out in the table in this policy will not constitute a change and will be treated as a cancellation of service.

New Service Costs

The costs relating to the new service will be confirmed on your related order paperwork and this will detail any one off and recurring charges along with the new contract term.  This policy focusses on the charges related to disconnecting your previous service.

Existing Service Charges

Contract Status New Service Minimum Term Current Service Current Carrier New Service New Carrier Disconnection Charge (£) Remaining Contract Charge (£) Notice Period
In Contract New service must be taken on a minimum term of the longer of either; 12 months or the remaining term on the current service ADSL TTW FTTC / SoGEA / FTTP TTW – – As per terms and conditions the notice period will continue to apply
 
No charge will be raised for the remaining contract term of the existing service
BT 40.00 –
In Contract ADSL BT FTTC / SoGEA / FTTP TTW – –
BT – –
In Contract FTTC TTW SoGEA / FTTP TTW – –
BT 40.00 –
In Contract FTTC BT SoGEA / FTTP TTW – –
BT – –
In Contract Analogue Line BT IP Call Service – – –
Out of Contract Minimum 12 months ADSL TTW FTTC / SoGEA / FTTP TTW – N/A As per terms and conditions
BT 40.00 N/A
Out of Contract ADSL BT FTTC / SoGEA / FTTP TTW – N/A
BT – N/A
Out of Contract FTTC TTW SoGEA / FTTP TTW – N/A
BT 40.00 N/A
Out of Contract FTTC BT SoGEA / FTTP TTW – N/A
BT – N/A
Out of Contract Analogue Line BT IP Call Service – – N/A
Out of Contract Less than 12 months ADSL TTW FTTC / SoGEA / FTTP TTW 40.00 N/A As per terms and conditions
BT 40.00 N/A
Out of Contract ADSL BT FTTC / SoGEA / FTTP TTW 40.00 N/A
BT 40.00 N/A
Out of Contract FTTC TTW SoGEA / FTTP TTW 40.00 N/A
BT 40.00 N/A
Out of Contract FTTC BT SoGEA / FTTP TTW 40.00 N/A
BT 40.00 N/A
Out of Contract Analogue Line BT IP Call Service – 20.00 N/A