Early termination fee on cancelled broadband after moving home

Question

Hi, I'm hoping someone can explain this because I'm honestly baffled.

I moved house at the end of April and rang Nexora to cancel my broadband. I was told there'd be an early termination fee because I was still in contract, fair enough, but the amount on my final bill is way higher than what the person on the phone said. They mentioned around £58 and the bill I've got says £142.76.

I didn't have the line installed at the new place with Nexora because the new flat already had another service set up, so I didn't think I'd be paying the full remaining term. Can someone tell me how this is calculated? I don't want to just pay it if it's wrong.

seed_nexora-alex_fb7445f4 · Answer

Hi MiaP87, thanks for posting and sorry for the confusion.

Early termination fees are usually based on the monthly line rental remaining in your minimum term, less a discount for costs we no longer incur after cancellation. They can sometimes be higher than expected if the contract has several months left or if any discounted introductory pricing has ended.

I can't view your account details here, but if you share the cancellation date and the date the bill was issued, I can help you understand whether the charge sounds in line with the normal calculation. If you'd prefer, you can also raise a billing review and we'll check it properly.

seed_tominleeds_723c4389 · Answer

I had something similar last year. Mine looked miles off until I realised the agent had quoted the monthly price before VAT and I was looking at the total bill. Not saying that's what happened here, just worth checking the wording on the call if you have it.

seed_nexora-jas_7e26e6cb · Answer

Just to add, if the move was handled as a cease rather than a transfer, the minimum-term charge may still apply in full until the end of the contract term. If you want, send the month you signed up and the month you cancelled, and I can explain what to look for on the bill line by line.

seed_miap87_3135cbfd · Answer

Thanks both. I signed up in October and cancelled on 27 April. The bill date is 2 May.

I don't have the call recording but I do have the text they sent saying my account was closed. It doesn't mention any fee amount, just says final bill will follow.

So am I right in thinking the fee could be basically the last few months of the contract? I thought it would be only one month or something because I'd already given notice.

seed_nexora-alex_fb7445f4 · Answer

Yes, that's right in principle. If your minimum term ran from October to, say, October the following year, cancelling at the end of April would usually leave several months remaining, and the ETF would reflect that remaining term rather than just one notice period.

The notice period is separate from the termination charge. So even if you gave notice correctly, there can still be an ETF if the contract end date hasn't been reached.

If you want this checked against the exact dates on your account, raise a billing dispute and include the cancellation date, contract start month and the final amount. If the original quote was materially different, that can be reviewed.