BT gives new home-service customers a cooling-off route, but cancelling the service and returning the equipment are connected steps. Its help guidance says the cancellation period can run up to 14 days after the service starts or after the customer receives the equipment, whichever relevant event is later under the stated terms.
Contact BT before the cooling-off period ends
If you decide not to keep the package, tell BT within the applicable period. The supplier may already have activated broadband or another service, so cancellation does not necessarily erase every charge. BT’s terms say customers can still have to pay for service used, usage outside the package and certain connection or activation costs.
Return the hub or TV equipment
Equipment supplied for the service must be sent back. BT says broadband hubs and relevant TV boxes should be returned using its equipment-return process. During cooling-off cancellation, the terms require the equipment to be returned within the stated period, and BT provides return packaging or instructions.
Keep the equipment undamaged and include the parts supplied with it. If it is missing, damaged or used beyond what is needed to assess it, BT can charge for the loss in value or, in some circumstances, the equipment cost. Failing to return required equipment can therefore turn a cancelled service into a much larger bill.
Refunds relate to what was actually paid
If you paid for equipment that is returned as required, BT says it refunds the relevant amount, subject to deductions where the equipment condition justifies them. Charges for service already consumed are separate. This is why the final bill after cancellation may contain both a refund and a usage or activation charge.
After the cooling-off period
Ending a package later is no longer a simple new-order cancellation. Check the minimum term and any early exit charge. If you are switching provider, the new provider may manage part of the transfer, but BT recommends checking the current switching and cancellation route rather than cancelling blindly and risking loss of service.
Example
A broadband customer who cancels soon after activation should contact BT, return the hub promptly and keep proof of return. They may still receive a bill for the days the broadband was active. A customer six months into a minimum term needs to check early termination charges instead of relying on the cooling-off rules.
See BT’s official order cancellation help and home phone and broadband terms for the latest details.