Hey Daz1840392,
Welcome to the community and thanks for taking the time to post here on the forums.
That is correct that we would be able to remove any early disconnection fees. I have added the section of early disconnection fees section of our site here.
If you’re moving outside our network area but still within the UK and give us some valid evidence of your new address, we’ll credit you back the early disconnection fee. When submitting your disconnection request, our team will explain the next steps and you’ll get a request for valid proof of your new UK address. If we get this back within 30 days and it’s validated, we’ll apply a credit to the value of your early disconnection fee to your account. If you’ve already been billed for your early disconnection fee before we apply the credit, we’ll still apply the credit to your account. As per paragraph N.11 of our terms and conditions, if there’s any credit remaining on your account after we’ve made the deductions, we’ll get in touch with you to refund you the remaining credit unless our costs to administer that refund outweigh the actual account balance. If that’s the case, we’ll donate the account balance to charity.
I hope that this helps to provide re-assurance that we can waive the early disconnection fees for you.
Kind Regards,
Steven_L
