BT local business billing

[byronwynn]

Following a call from the 'local business' team in Plymouth last September, who I've since learnt aren't actually BT but a franchise, we agreed to a new contract that we were told would lower our bills. Subsequently we were sent equipment and a total of 4 engineer visits, each one saying the same that they can't install the equipment. About a week after each engineer visit we were sent a prepaid label and bag and so we have sent the equipment back {I took photographs of this and kept the email confirmations from Royal Mail}. The last 2 months we have received vastly inflated bills for the same service and equipment we had  6 months ago. Over the last two months I have been constantly ringing and on live chat with the billing department, up to 3 hours at a time. Firstly they tried to claim that we had new equipment and upgraded lines. When I offered to pay for a BT engineer to visit to prove that we have exactly the same service and equipment they backed down, but then made the same mistake again the following month. I've tried the local business team but they do not return calls or emails. When you do get hold of them they promise the earth and nothing happens. I am not paying the inflated bills in the hope that the issue will come to a head and somebody at BT will see what a shambles the local business team are and I can highlight the cost to our business that has been caused by BT's incompetence. I don't think BT realise the stress this causes to a small business, I regret the day I spoke to them.

[BethM]

Hi byronwynn

I'm sorry to hear about this. Can you please send over a private message with some account details?

[Alison1]

Hi byronwynn, 

I too have had phone calls from the 'local business team' in Plymouth who have offered business line at £80 month and broadband at £37 per month but I have to tie in to 5YEARS. I have spoken with him many many times as he is very persistent . I spoke earlier and said I had found business line pro available for £45 per month with 2 year contract. He is saying that it won't work, they are phasing it out and so many people have had problems and lost their number. I saw your post and am now thinking this is also the franchise and not actually BT. 

Have you had any actual feedback from BT business directly?

[AndrewB9]

I was called by BT Local Business a couple of years ago when my contract was coming up for renewal. I followed along. Promised a reduction in cost.

Then chaos that took 6 months to resolve with the help of a moderator on this forum and then contact with the CEO's office. The money issues (£700 over billed) was solved and I received an ex-gratia payment. 
I had no idea that this lot were a franchise at first. And I got no response to calls and emails. They mis-sold me on lines I neither needed nor wanted as well as adding a number that became derelict in 2021 to my bills (and back charging for this line!).

I am still paying a bit more than I was told I would but just glad to ge the main issues sorted.