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Early Termination Charges

When you signed up for your Broadband and/or Voice services with us, you did this for a minimum term. This minimum term, under our standard Residential Terms and Conditions, will have been for a period of 12 months. This is the length of time that you committed to retaining and paying for your service(s). The minimum term runs from the day your service(s) became active for a period of 365 calendar days. Where you may have benefitted from any free period of access i.e. goodwill gestures and promotions etc. then your minimum term will have commenced from the point at which your free period came to an end and your chargeable service(s) commenced. At the end of your minimum term, you may terminate your service(s) at no cost to you, subject to you providing 30 days’ notice to us during which time you will still need to retain and pay for the service(s). If, however, you decide that during your minimum term you no longer wish to continue your service(s), Early Termination Charges will apply. This is because you will be ending your contract with us early.

How Much Will I Have to Pay?

The Early Termination Charges are the amount you would have paid for your service(s) for the remainder of the minimum period, less any costs we will save^* by no longer providing the service(s) to you i.e. service provision, customer services, technical support, billing etc. How much will be charged will depend on the service(s) you signed up for, how much you pay for these, what remains of your minimum term for each minus what our costs^* would have been. Early Termination Charges apply after 30 days’ notice has been provided by you. So, for example, if you wish to cancel with 7 months of your minimum term remaining, you will provide us with 30 days’ notice after which time you will pay Early Termination Charges equivalent to the remaining 6 months, less our costs saved^*.

Worked Example

A customer who has taken our top 500Mb broadband package plus voice service will be paying a total of £49.99 per month. Should the customer wish to terminate these services with 4 months of their minimum term remaining, the Early Termination Charges would be calculated as follows:

500Mb Broadband + Voice = £49.99 x 3 months = £149.97
Early Termination Charges = £149.97 - £(our costs^*)

In this example, the basic Early Termination Charge would be for 3 months service (as the first of the 4 remaining months would be within the 30 day notice period), which would then have our costs^* deducted to give the actual Early Termination Charges payable.