This topic

cancelling Landline and call plan

BrianJ1 — Thu, 16 Jan 2025 11:01:02 GMT

As my landline is exclusively utilised by scam calls I have decided to cancel the landline and my call plan. I have tried calling Customer services numerous times (from my landline which is ironic) and it is impossible to get through. My Broadband and Sports package is also out of contract and excessively priced. I can renew Broadband and Sports package via the BT website but then I have to commit to a 2 year contract and that does not resolve the Land Line. It would be simpler to move to another provider but I have loyalty to BT and my hub works OK . Could anybody suggest a way forward .

Re: cancelling Landline and call plan

Keith_Beddoe — Thu, 16 Jan 2025 11:11:56 GMT

@BrianJ1

You can opt for a broadband only contract, without the ability to make or receive calls.

https://www.bt.com/broadband/broadband-without-landline

You save about £3 plus any call packages.

You still need a physical connection to receive broadband, whether its copper or fibre, the cost is included in the price of the broadband.

Re: cancelling Landline and call plan

imjolly — Thu, 16 Jan 2025 12:05:18 GMT

you need to phone BT to renew your contract but this time for broadband only try retentions team and see what you can negotiate 08007831401

Re: cancelling Landline and call plan

BrianJ1 — Thu, 16 Jan 2025 13:22:27 GMT

The point of my post is that it is impossible to get hold of anybody at BT - I wait 15 minutes then give up - as I have a life!

Re: cancelling Landline and call plan

licquorice — Thu, 16 Jan 2025 13:28:54 GMT

I guess you haven't tried calling many companies lately if you think 15 minutes is a long wait.

Re: cancelling Landline and call plan

Misled — Thu, 16 Jan 2025 13:55:16 GMT

Interesting response licquorice - but it’s not great is it? BT made £1.7bn profit before tax in 2024. Its CEO takes home a basic £1.1m which can be topped up with a further £2.2m in bonuses - is it too much to ask to invest in providing a timely response to paying customers ? There isn’t an alternative means of contact offered.

Re: cancelling Landline and call plan

allanraymond — Thu, 16 Jan 2025 16:30:55 GMT

I had need to telephone the order team yesterday and my call was answered in about 3 minutes. This may be an exception.

Gone are the days when calls were meant to be answered in 15 seconds.

Re: cancelling Landline and call plan

Misled — Thu, 16 Jan 2025 17:14:10 GMT

Funny that - I’m clearly not a community expert but last time I called my wait time was 36 minutes.

Re: cancelling Landline and call plan

allanraymond — Thu, 16 Jan 2025 17:34:13 GMT

From memory the time to answer of 15 seconds was the situation when I joined BT (then the Post Office) in early 1969, it referred to operator services (I didn't work in operator services). These time to answer were closely controlled by supervisors.

According to more recent BT stats time to answer for Jul-Sep'24 is 256 seconds see Customer service performance | BT | BT Help

Perhaps I was lucky that my call was answered around 4 minutes?

Re: cancelling Landline and call plan

Misled — Thu, 16 Jan 2025 17:42:43 GMT

You must be lucky and based upon my experience over the last few years I must be incredibly unlucky - pretty much every time I call. Im pleased for you that your experience is so positive. Let’s just accept I’m the really really unlucky one!

Re: cancelling Landline and call plan

BrianJ1 — Thu, 16 Jan 2025 21:15:58 GMT

Eventually - after about 20 minutes (this is probably my 5 th attempt) I got to talk to a very attentive BT chap., we struck a deal and I have renewed (and cancelled my landline - end of scam calls!!!!) . the whole process took in excess of 30 minutes so it is easy to see why all their operators are occupied. Hopefully with a bit of AI helping out with reading out the terms of conditions the service might improve in the future.