BT broadband switch from residential to business problem

This BT complaint was recently featured on the Guardian website regarding a British Telecom customer advised to change to business broadband from residential broadband and the problems this incurred.

Dear BT Complaints

In mid-October I received a courtesy call from BT and was advised to change to business broadband from residential broadband. I was told it was cheaper and much quicker. The changeover happened on 4 November but that is when my problems started – and I have spent at least eight hours on the phone trying to sort these out. On two occasions we had no access for several days. On 1 December I got an unexpected bill for £93.39 for cancelling my residential service. At this point I sent a letter by recorded delivery, which cost £4.99, to BT’s complaints department. The bill was quashed but no compensation given.

By this time I had received the first bill for my business internet, which included an excess usage charge of £25 for November. It turns out the BT adviser who switched me to business had changed me from unlimited usage to limited. Although I have now been switched to unlimited broadband I will be charged excess usage for December, January and possibly February. To top it all, unlimited residential/domestic broadband internet is £18.99 a month and unlimited business broadband internet is £23.50. So after all that I am now paying more. AS, Newcastle upon Tyne

What a palaver. We’re not sure why you were advised to switch to a business package but this seems to have been bad advice. When we raised the issue with BT, it first offered you a refund of the excess usage charges and a credit for the difference between the residential package and the business package, which works out at £6.01 per month. It offered to credit the difference for one year, which would work out at £72.12, plus the £4.99 recorded delivery charge you incurred.

However, you were not aware that this business package was a two-year contract, and understandably said you would rather be reimbursed for the price difference over the two years. BT has now agreed to do this.

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