Hello,
I am wiritng here as i am looking for some advice on what is the best route to follow regarding potentially logging a complaint with BT regarding a clients services. I am an IT consultant and visit a small 1 user client every 5 years to review their system and renew equipment.
This customer has always been a customer with BT and historically had just 1 x Analogue Business Phone Line and an FTTC Business broadband package circa £80 plus VAT per month. The broadband has always been poor due to the distance from the exchange (on a good day receiving around 16 down and 2 up).
The client is also not very IT savvy and generally ignorant to IT and broadband, however was always keen to get better speeds.
I have visited them recently and found out they had been contacted by BT local business and led down a "sales conversation" to explore getting faster speeds back in 2021. This resulted in them having a leased line installed with BTNet and a hosted phone system with 2 desk phones and a cordless yealink phone. This system never worked well and as far as i can see it, BT had had to re-provision the FTTC broadband and moved the phones over to Cloud Voice.
This now means that they have two contracts with BT, one for Internet Services (BTNet) for 100MB/1GB bearer costing £300 plus VAT per month, and another for Broadband and Cloud Voice totaling £140 plus VAT per month.
BT bills are now around £450 plus VAT per month. The customer feels totally exhausted and fed up with BT. I feel that they have been a little naive with all of this and are now stuck in lengthy contracts for something they dont need.
I also know that since the leased line has been installed, FTTP has come available as I can see that infrastructure has appeared and address lookups for their close neighbour's are showing that is it available.
I have asked to be put on both BT accounts so that I can speak to BT on the customers behalf but i was wondering if anyone could offer any advice on the best route to persue in getting them off this package.
This has all been a very stressful and frustrating ordeal for the customer, who had faced years of conversations trying to get their services in order. At one point BT presented a bill of £4,000 out of the blue.
I feel that BT local business have totally oversold these services, and now my customer is in a financial detriment to BT as a result.
Looking forward to any advice/help from people in a similar situation.
