To all BT customers, check your bills.
I have several BT lines and internet contracts. Upon reading other customers bad BT reviews I decided to check my bills. I had one line, which did not exist, that BT had charged me for 9 years. Another line had
'a single line entry' ( means an advert ), which I never requested and had paid for two years. Another line was charged at a quarterly rate, but charged every month. BT's common response to these and other errors was consistent. I should have checked my bills.
The overcharges run into several thousand pounds, with little hope of any redress, short of legal action.
I am not alone, on every review site, BT scores incredibly low. The whole company from the lowliest telephonist to the upper managers are trained to be evasive and to lie, to their customers, usually with a very charming attitude. Don't be fooled, check your bills and complain immediately. You may not get your money back. But you can refrain from losing any more.