UPDATE: We've issued an updated news item with BT's reply - here.

Ex-customers of BT's Total Broadband service have accused the operator of sending "deliberately" misleading cancellation letters, which appear to incorrectly threaten end-users with the termination of their phone line service despite remaining within BT’s voice line network.

The letter, which uses a file reference of 'PSTN_CEASE - 15/06/2007' (PSTN being another name for the old-fashioned telephone system / phone line), is being issued to customers that have recently cancelled their BT broadband service and moved to an alternative ISP:


Several frustrated ex-customers have reported receiving the same letter on BTs Beta Forum, which could cause some users to be mislead into reconnecting due to the fear of losing their voice line too. One such former user, John Livingston, commented:


John is correct; BT's telephone line and broadband services are typically sold and operated as two separate products, though ADSL broadband is naturally dependent upon the presence of a phone line to function.

There are of course exceptions to this, such as when selecting a provider that bundles line rental with their broadband service (e.g. fully unbundled ISPs and Carrier Pre-Selection [CPS] based alternatives). However in the above cases customers have chosen to remain with BT based broadband providers.

To date none of those receiving such letters has faced the cancellation of their phone line as threatened by BT and it wouldn't be the first time that the operator has used scare tactics as a marketing ploy (BTs tiscali letter warning). We’re currently waiting on a response from BT.