This topic

Impossible to get an answer to a simple question

revolver — Tue, 22 Jul 2025 15:28:26 GMT

All I want to do is find out if I can cancel the landline part of my contract. Tried using their webchat which took an age to find - no use. Called a number. That got me a text with a "rapid response" system. Was then on hold for 10 minutes and had to listen to some of the worst "music" I've ever heard. The sort of royalty-free pop pap I thought I'd never have to listen to again when my local supermarket closed its doors for good.

Eventually spoke to a human being. Nice guy but he couldn't help as my account has been flagged for some reason. Gave me another number to call - 0800 671 234 - but I was on hold again. Fortunately no music but instead it was "thanks for calling BT", "BT is committed to providing excellent customer service", and "we are very busy" messages on a repetitive cycle. Gave up after 15 minutes. If they really are committed to providing excellent customer service, then they wouldn't put me through this **bleep**.

There was a time when I could call one number and get to speak to someone who could help. No longer it seems. I've been with BT for many years but don't think I'll be staying with them when my contract expires in about 18 months.

Re: Impossible to get an answer to a simple question

iniltous — Tue, 22 Jul 2025 18:01:37 GMT

Generally speaking you can remove the telephony part of your service , but there are differences, are you in contract , are you on BTDV, so connected via the router , or the legacy PSTN , and are you on a ‘current ‘ call plan , PAYG , 500/700 mins , Unlimited Minutes, or a legacy call plan like Evenings , Evenings and Weekends, Unlimited Anytime etc.
Although you can switch between call plans yourself on your ‘My BT’ account, I think you need to call to get telephony removed completely , and possibly this will be a re-contracting event

Re: Impossible to get an answer to a simple question

Kodikid — Tue, 22 Jul 2025 20:15:58 GMT

If you cancel the landline your contract won't end in 18 months.

Re: Impossible to get an answer to a simple question

gg30340 — Tue, 22 Jul 2025 20:46:42 GMT

If you remove the phone you will need to start a new contract.

You were sold the broadband and phone as a package with a fixed term contract presumably for 24 months.

If you take the phone out of the package it means you are terminating that package contract and it will incur fixed term contract cancellation charges.

To keep BT Broadband only will mean a new broadband only contract. If you do that BT may not impose the cancellation fee of the Broadband and Phone package but they will impose a new 24 month contract.

Re: Impossible to get an answer to a simple question

licquorice — Tue, 22 Jul 2025 21:10:17 GMT

All for the sake of saving £3/m, why bother.

Re: Impossible to get an answer to a simple question

revolver — Wed, 23 Jul 2025 10:28:00 GMT

Thanks for all the replies. My main gripe is that it took me an age to try and get an answer, and then couldn't get one!

I ended up logging a complaint via email. BT have just called me and because the landline is on a rolling 30 day contract, they can cancel it with no charges and no new contract.

Re: Impossible to get an answer to a simple question

Kodikid — Wed, 23 Jul 2025 10:59:41 GMT

Brilliant but....BT have a record of saying one thing and doing another. Make sure you you have a email confirmation and keep an eye on your contract ends date.

Re: Impossible to get an answer to a simple question

revolver — Wed, 23 Jul 2025 14:38:34 GMT

Email received! Thanks.