Quick Summary
- Call BTC’s shared customer-service number at 270-665-5186
- Call Monday through Friday, 8:00 a.m. to 4:00 p.m., during published lobby hours
- Name every service you want to end and request a specific disconnect date
- Current residential internet labels show a $0 early termination fee, but confirm the agreement on your account
- Ask for an itemized equipment list, return location, and deadline
- Ask how BTC will calculate the final bill because it publishes no universal cancellation-proration rule
How to Cancel
BTC leaves three expensive details for local account staff to settle: the disconnect date, final billing, and equipment return. Its website funnels internet, IPTV, and phone questions through one number and offers no separate cancellation line or self-service disconnect page.
Call 270-665-5186 and ask to disconnect service. BTC lists that number for general, internet, phone, and television questions. The site lists lobby hours of Monday through Friday, 8:00 a.m. to 4:00 p.m.; calling during that window is the safest way to reach local account staff.
Use the shared customer-service number for the account request. 611 reaches repair service. 1-833-603-0874 handles bill payments.
Have these details ready:
- Account holder name, service address, and account number
- Services you want to end or keep
- Preferred disconnect date
- BTC equipment at the property
Before the call ends, confirm:
- Effective date for each canceled service
- New plan and price for any service that stays active
- Agreement and early termination fee status
- Final-bill cutoff and calculation
- Equipment list, return location, and deadline
- Representative name and a reference number, if available
If you are moving, give BTC the move-out date and ask whether the new address requires a transfer or a separate order. For a partial bundle cancellation, name each service that should close and each one that should remain. Removing IPTV or phone may change the price of the internet plan you keep, so get the new monthly total during the same call.
If you want to visit the office, it is at 159 West 2nd Street in LaCenter, Kentucky. The lobby is open until 4:00 p.m. on weekdays, and the drive-through is open until 4:30 p.m. Ask by phone whether staff can complete the disconnect or accept returned equipment before traveling there.
What It Costs
BTC’s current residential Broadband Facts labels for Tech Savvy, Smart Home, Connected Home, and Simple & Secure show a $0.00 early termination fee.
The general internet disclosure says some plans can carry early termination fees. An older plan, promotion, business service, or customized agreement may have different terms. If BTC quotes a fee, ask the representative to name the plan or agreement and itemize the charge.
BTC bills broadband monthly. The agreement leaves the mid-cycle proration rule and recurring-charge cutoff unanswered. Ask which date closes each service and whether the last bill covers a full cycle or a partial month.
Ending service leaves any unpaid balance in place. BTC’s cooperative by-laws also affect the membership fee: debts can be deducted from a refund, and repayment depends on a successor at the premises being accepted as a member and paying a membership fee. Ask how those provisions apply to your account if you expect money back.
Equipment Return
Start with the equipment BTC installed or assigned to the account. Internet installation includes a network device and a commercial-grade Wi-Fi router maintained by BTC technicians. IPTV installation includes one set-top box, and additional boxes carry a monthly charge.
Ask BTC to identify every item tied to your account, including:
- Network device and Wi-Fi router
- IPTV set-top boxes and remotes
- Power cords and other assigned accessories
Get the return location or method, exact calendar deadline, and any possible non-return charge from the representative. The published equipment information gives no universal return window or non-return fee schedule.
Photograph each device and serial number before returning anything. Keep the receipt, tracking record, or written confirmation until the final bill shows no equipment balance.
After You Cancel
Check that every requested service ends on the confirmed date. Review the final bill for:
- Service dates and monthly charges
- Any account-specific term charge
- Equipment charges or credits
- Previous unpaid balances
- New pricing for services you kept
- Membership-fee handling, if applicable
Start a billing or equipment dispute with BTC at 270-665-5186. The provider also lists [email protected] for questions and complaints, which gives you a written follow-up route after the cancellation call.
For an unresolved dispute involving regulated utility service, BTC’s Customer Bill of Rights points to the Kentucky Public Service Commission at 1-800-772-4636 or [email protected]. Ask the commission whether the disputed service falls under its authority.
Common Problems
| Problem | Solution |
|---|---|
| You cannot find a cancellation button or dedicated line | Call BTC’s shared general, internet, phone, and television number at 270-665-5186. Its public site lists no self-service or dedicated cancellation route. |
| You reach repair or bill payment instead of account staff | 611 is repair, and 1-833-603-0874 is bill payment. Use 270-665-5186 for the account request. |
| You need to cancel only one service in a bundle | Name every service that should close and every service that should stay active. Confirm the resulting plan and monthly price. |
| BTC mentions an early termination fee | Ask BTC to name the plan or agreement and itemize the charge. Current residential labels show $0, while the general disclosure says some plans can have ETFs. |
| You do not know which equipment belongs to BTC | Ask for the account’s assigned-equipment list, including the network device, router, IPTV boxes, remotes, cords, and accessories. Confirm the return instructions and deadline. |
| You receive an equipment charge after returning items | Match the bill against serial-number photos and the return receipt, tracking record, or written confirmation. Contact BTC with that record. |
| The final bill runs later than expected | Ask which date ended each service and how the monthly charges were calculated. BTC publishes monthly billing but no universal cancellation-proration or cutoff rule. |
| You expect an immediate membership-fee refund | Ask how debts and the successor-at-the-premises condition affect the refund. The by-laws allow debts to be deducted and tie repayment to a successor membership. |
| A regulated utility dispute remains unresolved | Raise the dispute with BTC first. Then contact the Kentucky PSC and ask whether the service falls under its authority. |
Final Checklist
- Call BTC customer service
- Name services to end
- Set the disconnect date
- Confirm remaining services
- Check the agreement and ETF
- Clarify the final-bill cutoff
- Request the assigned-equipment list
- Get return instructions and deadline
- Photograph serial numbers
- Keep call and return records
- Review the final bill