Change or cancel your BT phone, TV or broadband package

Change your BT package

Step 1: Check your current package

1. Log in to My BT.
2. View your current services and contract details.

Step 2: Choose a new package

You can:

• Upgrade your broadband speed.
• Add or remove TV packages.
• Change your phone plan.

Step 3: Make the change

• Do this in My BT, or
• Contact us if you need help.

If you can’t change your package online

• Check you’re logged into the correct account.
• Try again later.
• If it still doesn’t work, contact us.

Cancel your BT package

Step 1: Check your contract

Before cancelling, check:

• Your minimum term.
• Any early exit charges.

Step 2: Contact us to cancel

You’ll usually need to speak to us to cancel your service.

We’ll:

• Confirm your cancellation date.
• Explain any final charges.
• Help you with next steps.

What happens after you cancel

• Your service will stop on the agreed date.
• You may need to return equipment.
• You’ll receive a final bill.

If you’re moving to another provider:

• In some cases, your new provider can manage the switch.
• Check with them before cancelling.

Fix common problems

I can’t access My BT

1. Reset your password.
2. Check your login details.

I’m not sure about the charges

• Contact us before making changes.
• We’ll explain any costs.

I changed my mind

• Check your cooling-off period.
• Contact us as soon as possible.

Need more help?

• Manage your account in My BT.
• Contact us for support with account changes.
• Get help choosing a new package.

Accessibility and additional support

If you need extra help:

• Ask for information in accessible formats.
• Use Relay UK if needed.
• Add an authorised person to manage your account.