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New "BT Group PLC" Direct Debit setup - No idea what this is for?

tterminus — Sat, 06 Jan 2024 11:27:21 GMT

Hi,

Just got a notification from my bank that a new "BT Group plc" Direct Debit has been setup to go out of my account this month, but I have no idea what this is for?

I have a phone line/broadband and mobile through BT but they have recently been paid and the new Direct Debit amount is for a bigger amount than those.

Did phone BT but the very helpful gentleman who answered couldn't find anything for my account beyond the already billed amount.

How can I find what I am being billed for? The DD does have a reference starting with GB...

Thanks.

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

imjolly — Sat, 06 Jan 2024 11:59:53 GMT

try phoning CS 03301234150 or you can try billing https://www.bt.com/help/contact-bt/account-and-billing/broadband

if you have online banking then you should be able to check your account and see what the change is. Have you had anything from BT about a change to your account - maybe to do with xbox?

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

tterminus — Sat, 06 Jan 2024 12:14:40 GMT

Thanks for the suggestion but it was Customer Services whom I phoned and were unable to locate the new Direct Debit.

They did suggest I report to my bank as fraudulent but as it has come from BT Group plc and I do already have a relationship with the company I thought there might be a more measured approach to finding out what is happening.

He did suggest the reference number sounded like an account number but was unable to locate it.

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

imjolly — Sat, 06 Jan 2024 12:16:38 GMT

have you checked MYBT to see if any new orders have been placed?

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

Carlusha — Sat, 06 Jan 2024 12:19:57 GMT

@tterminus You might also check your MyBT for that should at least illustrate what you have, what you've paid and what you are due to pay and when.

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

TimSmedley — Sat, 06 Jan 2024 12:23:28 GMT

If you contact your bank they will have a information about the direct debit claim which you as a customer do not routinely see, for example they have the reference number quoted by BT via their bank so that if the payment were to be bounced they would know at BTs end which customer did not pay. You may also be able to see the reference quoted if you have online banking.

Typically that reference number is the BT customer account number. You could then check it is yours and if not use that in a phonecall with BT to put the two ends together.

Dont forget, under the direct debit indemnity scheme you can simply contact your bank and ask them to return it unpaid and your account will be immediatly recredited. That will then get BT, in theory, looking at it it from their end althoughI fear the automated systems will simply try again at least once. I would not bounce it without first calling BT to tell them that is what you are doing and getting someone to note it on your file.

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

damarch67 — Fri, 04 Sep 2026 07:49:53 GMT

Hi did you ever get this sorted? I've recently found this entry on my bank account also.

When I goggle the BT GROUP PLC REF GB******** the GB bit comes up as PRODUCT CARE TRADING LIMITED.

Hoping to sort today with my bank, seems to be going on for a while, Thanks D

[Mod edit - masked possible account number just to be safe]

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

Peter_W — Fri, 04 Sep 2026 07:36:09 GMT

Thanks for flagging this, @damarch67

As was mentioned by the original post in this thread, whilst many BT / New EE account numbers start with GB, I've double checked this and it doesn't match any accounts in our system.

BT Consumer direct debits normally just show as BT GROUP PLC with no further reference number attached - do you have any further products with us?

Also how much is this for, and how regularly has it been coming out?

Peter

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

damarch67 — Fri, 04 Sep 2026 07:40:54 GMT

Hi Peter,

I spoke with my bank and they feel it’s BT.

its for £7.50 per month.

we were BT customers until Dec 2025, when we moved. This is how this has now come to light.

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

licquorice — Fri, 04 Sep 2026 07:42:53 GMT

£7.50/m is the cost of Premium Mail for non BT broadband customers.

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

damarch67 — Fri, 04 Sep 2026 07:44:28 GMT

I have an old BT email account I never use would that be it? Never receive any details, or bills etc?

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

licquorice — Fri, 04 Sep 2026 07:46:03 GMT

Possibly, give the Premium Mail team a call 0808 100 6778

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

Peter_W — Fri, 04 Sep 2026 07:48:35 GMT

Thanks @damarch67 - when a customer leaves and has an existing email account, there are two option:

First of all they can switch to a basic account, which is free but has limited features and can only be accessed via Webmail

Alternatively they can take the Premium option which allows them continue full access with all features, which is £7.50 a month like @licquorice mentioned.

You can find more details, including how to get in touch, here:

BT Email products | Email | BT Help

Peter

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

damarch67 — Fri, 04 Sep 2026 07:55:17 GMT

Hi peter this is the first I heard of it, I didn’t receive any details of this or that it was even a thing. Who can I raise this with in BT ?

Re: New "BT Group PLC" Direct Debit setup - No idea what this is for?

Peter_W — Fri, 04 Sep 2026 08:08:10 GMT

@damarch67 If you give us a ring on the number @licquorice shared above, or in the link in my last post, our team will be able to check this out.

Peter