About the bill

[Mingzhu]

2 letters from MIL collections, it says the BT account has been legally assigned (sold) from British Telecommunications PLC (the seller) to MIL Collections Ltd (the buyer) on 18/12/2025. All communication and payments must now be directed to MIL Collections Ltd at the address shown at the bottom of this letter ask me pay for £368.90. 

one and only letter I have received from BT broadband, it says owed the outstanding balance as at 18/12/2025. MIL are the only party able to offer you a valid discharge of this debt.

First  I have never entered into any agreement or signed a contract with BT. This is also the first time BT has ever contacted me.

Secondly I currently have a 24 month contract with Sky broadband from 06/09/2024. 

I have contacted several BT customer service representatives on multiple occasions. However, I have been informed that they are unable to access the account in question because the contact number, email address, and postal address registered on the account do not match my details.

I have contacted MIL collections, who have informed me that the debt of £368.96 is valid and they have purchased it from BT. However, they stated that they are unable to assist further and advised me to contact the police, which I have done. The police informed me that BT must report this matter as they were the original creditor and have since sold the alleged debt. I have contacted BT again and was advised to contact the Communications Ombudsman. When I contacted them, I was informed that I require a dead lock referral for them to take action. However, I am unable to obtain this because BT claims that they cannot access the account. The Ombudsman further advised me to request that BT initiate a fraud investigation. So, I am therefore writing to request clarification on the appropriate next steps in resolving this matter.

Ming

[Kimberlin]

@Mingzhu  You are clearly unaware that this is a public customer to customer forum. There are no BT employees here to help you as they do not have access to customer accounts. You may need to seek advice from Citizens Advice Bureau or seek out your own legal advice if BT can’t or won’t help.

[WSH]

I suspect your best bet is to email the complaints department.  The forum won't let me post the actual address or the document containing it but if you do a Google search for "Our complaints code of practice-BT" you should find a document with the address in.

[Kimberlin]

BT are unlikely to help the OP, they have, according to the OP’s account, sold on the debt which means they’re highly unlikely to have any further interest in the matter. Sadly, I fear the OP is literally clutching at straws posting here because they’ve seemingly tried all other avenues except their own legal route. This is the problem once a company has sold on a debt, they no longer care, it isn’t their problem any more.

[WSH]

It’s worth a try and I think you’ll find a court of law won’t accept being fobbed off, if it does end up in court.

[imjolly]

try consumer resolution email

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[iniltous]

Were you a BT customer before you were a Sky customer or are you stating you have never been a BT customer at the address in question…..if you were with BT  , did you receive and pay a final invoice around the time Sky became your provider ?

[Kimberlin]

The OP has clearly stated that they have never been a BT customer, so they are either mistaken or just not giving out all the facts.

There’s always the nuclear option of calling the debt collectors bluff, emailing them that one can provide irrefutable proof that they have never been with or ever entered into a contract with BT, and tell them to take you to Court. I’m NOT telling you that you should do that, but if you can 100 percent prove that you’ve never been a customer of BT, it might in all likelihood get thrown out. In that scenario, the debt collection company will be liable for all costs involved. They can appeal, but the burden of proof shifts to them.

Ask the debt collection agency what proof they have against you of ever being a BT customer, see what they come back with. They must have a record provided by BT of the alleged account number in your name for them to pursue it.

But my original advice stands, see if Citizens Advice can steer you in the right direction if you’re not prepared to try anything else.

[Kimberlin]

@Mingzhu  Another thing you should do and I suspect you haven’t done so, is to check the 3 main credit reference agencies for entries on your credit file. If you or anyone else has taken out a contract with any utility provider which includes BT, in your name or a variation of your name at your address, then it will be there. The ball is entirely in your court.

[WSH]

@imjolly   Interestingly, it wouldn't let me post that link.  (I'm sure it used to?)