BT One Phone Discontinued - surely this cannot be right?

[MadelineH]

BT One Phone (our current phone system with a contract until December 2026) is being discontinued in March 2026. 

Our local sales team want to move us to Cloud Voice, which is slightly more expensive, and start another 3 year contract. 

If we do not move to Cloud Voice, we will be charged a £2,000 early termination fee.

As we are not cancelling the contract, the product we agreed to use is being discontinued, surely it is not right that an early termination fee is applied?

We contacted the BT complaints team and were given incorrect information (we were told that One Cloud was not being discontinued and to do nothing).

I do not want to move to Cloud Voice or be locked into another 3 year contract with BT.  The customer service has been really poor, and we feel trapped and taken advantage of by dishonest sales tactics. We are a small not-for-profit and cannot pay the cancellation fee.

What can we do? Has anyone else had the same experience? 

[DorothyL]

Thanks for posting about this, I have a similar problem. "BT Business" keep phoning and emailing and threatening that if we don't place an order with them by 31st December we will be automatically switched on to a very expensive new BT contract and locked in for 3 years. They are also frightening my staff with similar threats if they can't speak to me. They cannot offer full fibre broadband to our location, so cannot do what we need. They cannot however provide any information about this "new contract" they say we will be forced into, I have demanded they send the full contract terms for me to read, they say they can't access it. I've asked how much it will cost, they don't know. I think it is a scare tactic. I also suspect they are some kind of commission based franchise operation, as many different men ring, they don't know each other are ringing, they have no record of phone calls made by each other, they had wrong business address for us (10 years out of date) and so it appears to be a total scam. I'm not sure what is going on. Meanwhile, we have found an alternative supplier who does offer full fibre broadband in our area and so I'm talking to them.

I am grateful for your tip about raising a formal complaint to try and get some sense, as I hadn't tried that.