Home » 

UK ISP News Archives

 » 
Sponsored Links

UPD: BT Accused of Sending Misleading Cancellation Letters

Posted: 17th Oct, 2008 By: MarkJ
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:

Part Copy of BTs Cancellation Letter:

Warning : your BT Total Broadband service on (TELEPHONE NUMBER) will be ceased on 10/10/2008

We are writing to let you know that the BT phone line carrying your broadband service is being cancelled. If your BT phone line is disconnected, you will not be able to use your broadband service.

There are a number of reasons why your BT phone line is being disconnected such as: moving your connection to a different service provider, moving premises or non-payment of the telephone bill.

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 Livingston, an ex-BT Total Broadband customer, said: "The rest of the letter is an apparent attempt to defer the broadband cease/transfer. I believe the letter is deliberately confused and confusing, in order to panic nervous customers into cancelling an ISP transfer on the belief that it also entails a loss of telephone service. (Which of course it does not)."

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.
Search ISP News
Search ISP Listings
Search ISP Reviews
 Latest UK ISP News
 Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £26.00
132Mbps
Gift: None
Shell Energy UK ISP Logo
Shell Energy £26.99
109Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £27.99
145Mbps
Gift: None
Zen Internet UK ISP Logo
Zen Internet £28.00 - 35.00
100Mbps
Gift: None
150,000+ Customers | View More ISPs
 Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
YouFibre UK ISP Logo
YouFibre £19.99
150Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
BeFibre UK ISP Logo
BeFibre £21.00
150Mbps
Gift: £25 Love2Shop Card
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Modest Availability | View More ISPs
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £26.00
132Mbps
Gift: None
Shell Energy UK ISP Logo
Shell Energy £26.99
109Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £27.99
145Mbps
Gift: None
Zen Internet UK ISP Logo
Zen Internet £28.00 - 35.00
100Mbps
Gift: None
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
YouFibre UK ISP Logo
YouFibre £19.99
150Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
BeFibre UK ISP Logo
BeFibre £21.00
150Mbps
Gift: £25 Love2Shop Card
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Large Availability | View All

Helpful ISP Guides and Tips

Sponsored Links
The Top 15 Category Tags
  1. FTTP (5513)
  2. BT (3514)
  3. Politics (2535)
  4. Openreach (2297)
  5. Business (2261)
  6. Building Digital UK (2243)
  7. FTTC (2043)
  8. Mobile Broadband (1972)
  9. Statistics (1788)
  10. 4G (1663)
  11. Virgin Media (1619)
  12. Ofcom Regulation (1460)
  13. Fibre Optic (1394)
  14. Wireless Internet (1389)
  15. FTTH (1381)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules