BT has promised to review its policy of imposing a disconnection fee if customers do not take out a new broadband contract when their current deal ends.
According to the provider, the broadband cease charge "reflects the work required within an exchange to recover equipment and amend records when a broadband line is ceased".
Speaking to the Telegraph, a spokesman said the £31 fee "affects only a small number of people who cease broadband completely or who move off the Openreach network".
He stressed that this is clearly explained on BT's website, with a link from customers' terms and conditions.
However, the fee has come in for some criticism recently, with James Daley of consumer rights group Fairer Finance saying: "I struggle to see how BT can justify this charge.
"Ultimately, customers have to leave at some point. If there's a cost, it should be included in the headline price."