This topic

Why is BT failing to comply with the Electronic Commerce Regulations??

MBD53 — Tue, 20 Oct 2026 19:58:29 GMT

Why is BT failing to comply with the Electronic Commerce Regulations?? Specifically failing to provide an email address (rather than a form) on a transactional site?

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

Jane2018 — Tue, 20 Oct 2026 20:31:26 GMT

Good point. They are probably hoping some kind of EU case law allows them to provide forms to send queries instead but that is not the same in my view.

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

BhfpkiiL1 — Tue, 20 Oct 2026 20:37:05 GMT

Er we're not subject to EU law

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

Crimliar — Tue, 20 Oct 2026 20:45:21 GMT

Yup, it lapsed with new guidance being published on 5th January 2021.

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

garybs29 — Wed, 21 Oct 2026 07:03:32 GMT

Interesting that someone joins here just to have a pop at BT, is there a question we can try & help you with @MBD53 ?

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

Edinburgh-wg — Wed, 21 Oct 2026 07:28:20 GMT

@garybs29 well, interesting that indeed (!) It's a forum, mate - you don't have to have questions or problems to post on here.

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

MBD53 — Wed, 21 Oct 2026 08:44:11 GMT

It was a question, it even continued 3 question marks lol. How about posting a response rather than another question lol.

Btw, had BT complied, I would have emailed them the query.

But I have received a sensible response worth investigation....from a different contributor!

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

MBD53 — Wed, 21 Oct 2026 08:50:42 GMT

Funny, an "acknowledged expert" (see thread) tells me to ask a question. Is their a hierarchy I haven't recognised? (oops another question) Sorry, MATE, I talk to real people if I want a random chat!

Atb

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

MBD53 — Wed, 21 Oct 2026 09:31:04 GMT

Good point well made. Thank you.

However the "sunset law" was never enacted and the fate of prior EU mandated regulation was decided item by item. I do not believe the relevant part of the regulation was affected - however parts were (as they made no sense post Brexit, eg country of origin rules) The ECR is actually the UK ECR, as members were required to enact their own legislation to meet EU requirements. I believe the subsequent PECR strengthens rather than weakens the provision.

atb

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

MBD53 — Wed, 21 Oct 2026 09:49:30 GMT

Thank you Crimliar for a valuable response. The main point of posting was to elicit disagreement to my point of view so that I can refine (or indeed, completely change) it.

However I am unable to immediately find the 2021 guidance to which you refer - could you perhaps add some more info. I rather lazily checked Legislation.gov and found no near corresponding dated references, but that doesn't mean you are not right.

Any help at all gratefully received

atb

Re: Why is BT failing to comply with the Electronic Commerce Regulations??

MBD53 — Wed, 21 Oct 2026 10:15:17 GMT

Hi @Jane2018

Thank you for a valuable response. Genuinely grateful for objections which challenge my position

Actually quite the reverse - EU case law (prior to Brexit) explicitly clarifies that email means email not "form" see Bundesverband v Deutsche Internet Versicherung (2008) - sorry how geeky of me lol.

When the regulations first arrived I rather took issue with the email rule, but on consideration it is dead right - a form requires the cooperation of the supplier which may not be available due to malice or incompetence (oh no you cry, they aren't all as incompetent as BT) or simple temporary technical issues at either end of the message - whereas email requires their cooperation no more than does the physical postal service. The regulations appear to damn BT on their 150 phone service too.

atb

How does the forum determine that a post should be closed

MBD53 — Wed, 21 Oct 2026 12:01:44 GMT

My question has been closed (re Electronic Commerce) as solved.

I'm at a loss to understand why as no definitive information has been posted. I'm not saying that the responses were of no value, at least two were very useful - but helpful and solution are not the same thing.

I'm new, so a pointer to the answer would be fine, I may not have searched competently for the definition of "solved"

I WOULD LIKE THE STATUS CHANGED FROM SOLVED TO OPEN

atb

Re: How does the forum determine that a post should be closed

Linzi_H — Wed, 21 Oct 2026 13:38:00 GMT

Hi @MBD53

Your thread has not been closed and is still open for any comments or general discussion.

If you'd like to discuss this further, I'd suggest you open a complaint so our team can review this with you directly.

Please see Customer complaints code of practice for more information.

Linzi

Re: How does the forum determine that a post should be closed

MBD53 — Wed, 21 Oct 2026 13:54:38 GMT

Linzi

Ty for the prompt response. My inexperience led me to confuse "solved", with "closed". May I please reframe the question to refer to "solved". I don't think a reasonable person would call it solved at present, advanced, certainly. Solved, no.

I'm a bit puzzled by the T&C's you referred to which make great sense in the context of a formal BT service. But is not obvious to me that the forum is actually one of them... For example I do not believe a BT contract is a prereq of joining the forum, though I did agree to the forum t&cs.

I don't feel it appropriate to "complain" at present unless this is just a rather surprising term for asking for help? I'm actually delighted that you are helping me.

Ty for your help and patience.

Atb

Matt