BT Net Complaint

[dhorse666]

Hi,

Just wondering if anyone can help.

I need to raise a complaint about the service I’m currently receiving from the BT Net department.

I've just posted this on the BT Business Complaints:

I'm wishing to raise a complaint about the service I have received over the past 6 months. Also, I'm writing this as a last resort as today I was going to cancel due to the attached complaint.

It all started at the beginning of this year. I had been struggling to keep on top of my payments due to a downturn in my business.

I called billing in March 2026 to discuss the situation and walked away with a payment plan. This plan was over 4 months and, I was told, meant that my service wouldn't be interrupted whilst the plan was active. The payments were around £800 per month, and this was in line with what I could afford going forward.

A month or so later I started getting calls from the collections team telling me that my service would be restricted soon due to non-payment. A single letter was also received telling me the same thing.

I explained about the payment plan and was told that it only covered the bills that I had at the time it was put into force. This came as a shock, and my explanation was that I was not told this information. I offered explanations for the business finances and tried to negotiate adding my forthcoming bills onto the payment plan. This didn't happen.

On May 19th, 2026, at around 1230 my service was restricted. I had been working away since the 10th of May and only found out this was the case once my wife returned home to find the connection inactive.

My first port of call was to call billing and see what could be done. The first person I spoke to told me that it was a fault due to the weather we'd been having and to call back the following day if it didn't rectify itself.

Later that day I called faults to see if it had cleared and was told there was a billing issue, not a fault.

The next day I called back and spoke to a lovely lady that looked at the issue and saw that there was a billing restriction applied to the account. Once again, I explained the situation and she helpfully sent a request off to the reconnections team to get the restriction lifted. She told me that it would take a few hours to resolve. I told my wife and she was happy, as we have a smart home that requires the internet to function and cameras for her peace of mind.

After a few hours there was still no connection, so I called back again.

This is where my experience soured very quickly. The man I spoke to told me that reconnections had denied the reconnection after an hour of the request being sent. I asked why, and his tone then became very condescending. He said that he here's my words but that's all they are. Then said that if I don't pay my bill then I get restricted. Then I asked if I could speak to reconnections, he said they call you and you can't speak to them. I explained the financial position of my business and that payment wasn't easy. Then I explained that I require the connection to make money to pay the bill, but business was slow since the beginning of the year. I also commented on the lack of communication about these issues, and he brushed them off like it was my fault.

Even at this point, all I've had is a few phone calls from collections and a letter citing restrictions. No other explanation has been forthcoming, except the above, not an email or text message to tell me what's happening.

My next stop was to call my local BT Business in Norwich. I explained the situation to them, and they said they would chase but made no promises to get any reconnection authorised. I guess they were unsuccessful as the connection remained restricted.

It was at this point I ordered Starlink as a backup in case nothing could be done. Unfortunately, it didn't arrive until after I got home.

Returning home on the 31st May I found the ADVA unplugged as it was becoming very noisy, and without a connection was nothing but useless.

About a week later I called billing once again and had the same chat with them about the situation. The man I got on this occasion was great and told me that he could put all the outstanding bills into one payment plan and that I would then have unrestricted service once again until the 9th of July. This sounded exactly what I wanted, so he put it into effect. Told me could take up to 48 hours to reconnect, but normally only a few hours. I went away happy. Still no digital communication mind you.

After about 4 hours I called back to check if the request had been approved. The man I got on this occasion sounded like he just didn't want to be there and, grumpily I might add, confirmed the status of the reconnection as in progress. This was after putting me on hold for several minutes as well. This was another sour phone call with no digital confirmation.

Then today, 19th June, I called again. This time ready to cancel my service completely. Bearing in mind that I've had no digital communication nor confirmation of anything so far, not even a phone call.

After waiting around 5 minutes I was put through to a man that was very helpful but couldn't deal with BT Net enquiries.

However, he went through security with me and tried his best to determine where I should call to discuss these issues. He was very y helpful and gave me the number for BT Local Business in Romford that deals with cancellations.

I called them straight away and spoke to a lovely man that took the time to understand my issue. I told him that I wanted to cancel due to treatment I had received.

He then asked me to outline what had happened.

Afterwards he said for me to make a complaint as this is not the way BT should be dealing with customers, especially those that have BT Net. He also said he saw no reason I had been treated this way, especially the lack of communication.

So here I am looking for a suitable response or amicable solution to this issue, otherwise I'm looking to cancel.