Cessation Charges FAQ

1. What is this fee?
2. Why would you charge this fee?
3. What is a cease?
4. How much is the cease charge?
5. Who does this apply to?
6. Does this apply to migrations?
7. Are you giving all of your Broadband customers a notice of change to their terms and conditions?
8. What will happen to House Moves?
9. What happens to a customer if they leave us under the 30 days notice?
10. If Home Phone and Broadband is ceased, are there two charges?
11. What if a customer requests a cease on October 25th and we place it on November 1st?
12. What if a PSTN (voice line) cease is placed on the customer's line by their telephone line supplier?
13. What would happen if a customer stopped paying their broadband fee?
14. How do I know if this has been applied to my account?

1. What is this fee?
This fee only applies if we place a broadband "cease order". This would only ever happen if you completely cancel the broadband service from your telephone line.
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2. Why would you charge this fee?
This is because BT Wholesale are charging us for cease orders.
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3. What is a cease?
A cease is when Broadband is completely removed from your telephone line by BT.
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4. How much is the cease charge?
£20 inc. VAT, £17.02 ex. VAT for business customers.
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5. Who does this apply to?
This applies to all of our Broadband customers who have a cease placed on their line.
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6. Does this apply to migrations?
No. If you migrate to a different supplier using a MAC Code, there will be no cease charge.
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7. Are you giving all of your Broadband customers a notice of change to their terms and conditions?
Yes, we're giving all of our customers 30 days notice of the change in the emails that we've sent.
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8. What will happen to House Moves?
Currently, when a customer moves house, we offer to cover the cost of moving their broadband (£40) if they stay with us for a further 12 months. This has been increased to £60. This combined the cost of ceasing the service at your old address as well as placing the new order at your new house. The deferred contract will also now be for 18 months instead of 12.
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9. What happens to a customer if they leave us under the 30 days notice?
If you choose to leave us under the notice period, you would need to give us 30 days notice of cancellation and to pay off any outstanding deferred fees. You wouldn't be held to a fixed term contract (such as a 12 month contract) or the cessation charge.
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10. If Home Phone and Broadband is ceased, are there two charges?
No, the cease charge only applies to the Broadband service.

11. What if a customer requests a cease on October 25th and we place it on November 1st?
We would not charge the cessation fee as the customer requested the cease before we started to charge for ceases.
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12. What if a PSTN (voice line) cease is placed on the customer's line by their telephone line supplier?
The £20 cease charge would still be owed because this causes a broadband cease to be placed.
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13. What would happen if a customer stopped paying their broadband fee?
We would try to get in touch with them, but if we were unable to do so after a number of attempts, we would have to ultimately cancel their broadband service, which would result in an extra £20 being added to their outstanding amount.
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14. How do I know if this has been applied to my account?
The charge will apply to all accounts as a deferred contract (in much the same way that the initial activation does) but will only apply if you actually cancel your account or initiate a cease.



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