BT Accused of Using ‘Stealth Tactic’ to Cling on to Customers

The Forum of Private Business (FPB) is warning that many small businesses that time is running out to avoid being locked into a new contract with BT. On Thursday, 21 February, customers with BT’s business PSTN lines will be upgraded to its Business Line Divert service – which will commit them to a further 12-month contract, unless they opt out now.

BT has said its customers were sent a letter about the change, but many firms affected are arguing that this does not amount to consent. Other telecommunications companies have joined forces to register an official complaint with the telecoms watchdog, Ofcom. The complaint is being backed by the Federation of Communication Services, which has called
BT’s behaviour anti-competitive and unreasonable.

“This is another example of a big business imposing unfair terms and conditions in a rather underhand manner,” said the FPB’s Senior Member Services Representative, Philip Moody. “Business owners should be very careful and scrutinise their terms and conditions when they are signing up. It is imperative that they take action now to avoid being tied into this contract.”

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