How do we change BT Business to BT Residential

[SRT]

We were originally mis-sold a BT Business package on our residential line, we weren't told at the time that the prices quoted were plus VAT. Also the salesperson said that BT TV was available on business packages. 

We have 2 lines into our home, one of which is a business line with Sky Business .

After 5 failed attempts of trying to have the BT Business package changed to a residential BT package , BT/EE have tried to take over the Sky Business line every time, despite us pleading with them NOT to disturb that line.

We don't know where to go from here, we have complained about the situation but no-one seems to have an answer.  We keep going round and round in circles, put on hold for a very long time, to be put through another different department.

Can anyone advise, is there anyway we can talk to someone who isn't a salesperson?

SRT

[lopez84]

Hello,
Tier 1: Formal Complaints Department: You mentioned complaining, but ensure you're going through their official complaints process. BT/EE, like all major service providers, will have a dedicated complaints department. Request to speak only with someone from this department, not general customer service. They should have a structured process for handling and escalating complaints.        HumanToCat Translator



Best Regards
loprz

[BethM]

Hi SRT

Can you please send over private message with the account details?