BT broadband complaint – transfer from business account

This complaint came to us from a disgruntled BT customer who wants to transfer their broadband account from business to domestic…

Dear Sir

I have requested for the past 4 months now, that my broadband account is transferred from the business account it is registered with, to my own name but BT have failed to do so. This means that my previous employer – I stopped working for them on the 28th May – still pays for my internet connection which is not acceptable.

If I call 150 to get it changed, I am told to call 152 as the broadband contract is business but when I call 152, I am told to call 150 as the line is private! I have not managed to speak to the same person twice and nothing has happened. Changing the phone from business to private was painful enough and took more than a month from the original request!!! Changing broadband is impossible. I therefore had no options but leave BT and go to another provider.

As soon as my request to change provider was processed, BT’s customer services director, Nigel Stagg, sent me a letter to inform me that I would be charged £74.52 as I was terminating my BT contract early.

Interesting how BT have been incapable of providing me the service I requested over the last 4 months but it takes them a couple of days to charge me for terminating a contract that they never fulfilled!!!

On top of all this, I also had a major issue with my business broadband a couple of weeks ago and the service provided by BT was extremely poor. It took a week for the connection to be re-established, I spent hours on the phone with different people doing the same tests over and over again, to hear after 4 days that there had to be something wrong in my house causing the problem and therefore an engineer would have to come out two days later.

The next morning the connection was magically re-established, so I cancel the engineer and asked what had been done to repair the issue which had been going on for 5 whole days! “Nothing” was the answer. I was also told that BT could not guarantee a connection all the time! They never stipulated this in either of their advertisements or contracts!

I asked how I could send an official complaint when all this was going on and was given an e-mail address – – which proved to be no longer in use.

The auto-reply message told me to contact BT on their website… And how was I supposed to do this when I had no broadband access?

BT advertise their service as “an easy way to de-stress and keep life simple. Get broadband, phone line and calls together in one easy package”. They have filled MY LIFE with stress and have failed to put everything in one single package, the very thing I wanted!


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  • Hello,
    I found this site earlier today when I was trying to find out how to unbundle two business numbers so that I could get separate bills. I thought it was going to be really difficult but, although it took 40minutes on the phone, I've successfully got the two phone lines and two broadbands separated so that I can pay for my own. I also got some very helpful advice about the cheapest package for me to do this and it meant that keeping my own line as a business line and not transferring it to residential was better. So not the bad experience I was expecting!

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