BT still charging me for cancelled service

[Arty1]

I’ve been a BT business customer (sole trader from home ) for years , however after a call to BT on 13th January It as decided I’d go over to a residential broadband plan and scrap my Bt phone line . I no longer needed all the business services which included  the broadband and also digital line and Bt cloud express (which I never used and was useless ) . 
my service was changed over to residential provided by EE and I received a termination email confirming everything was being cancelled and there were no charges as I was outside of contract . I was told repeatedly that once my line was cancelled I’d lose that number forever and it would be given to someone else 
Everything was listed and the action listed for my bt phone line was “delete” 

I was sent a Jiffy bag to return all my equipment including the phone and once my EE service was up and running I deleted by Dd  as advised by BT after a final bill and removed all the apps from my phone . 
Today I’ve received two overdue bills by email one from Feb and one for this month , charging me £34 for cloud voice express and showing the number that was supposed to be deleted as still active . I’m absolutely furious especially as I’m having cancer treatment right now so the whole idea of changing service was to save money . How can BT do this when I requested the line deleted ? I did not ask for a new voice cloud express service 

[edbostan]

Did you give 30 days notice? This applies, to my surprise, that notice still has to be given even when out of contract. I fell foul of that and remonstrated that surely no T&Cs can be enforced when you are out of contract, but it does.

[Arty1]

Yes it was all done “in house” in that I’ve remained a residential customer but no longer a business one . 
They are part of EE now do just passed me to that department. I asked if I needed to turn all cancel anything and they said no as it was all still part of BT. 
I received an email from BT confirming that all the services provided by them were being terminated including the phone line 

[Arty1]

I’ve double checked my emails , BT had confirmed by email that they were deleting my phone service , I as asked many times over the phone if I was sure and I said yes as I didn’t need a phone line . 
BT residential is now provided by EE so they put me through to BT business cancellations to cancel everything before setting the new service up. 
Looking at my bill I’m being charged £34 a month for a phone line which should have been cancelled in 27th January , I was even sent a reminder text telling me this was happening and to make other arrangements for my phone service plus they requested the phone back but they still have my phone listed as “active” on the bill. I’m currently paying twice what I should be due to their error! 

[imjolly]

@Arty1 

BT Retail and EE are part of the BT Group and are independent companies within the group.

BT residential customers can remain with BT and are no longer being moved to EE

https://www.ispreview.co.uk/index.php/2025/03/strategic-shift-as-bt-no-longer-being-ditched-as-uk-co...

Not sure which you should contact either BT residential or BT business customer service to get your charges cancelled and account corrected 

[Manatarms84]

If you feel the services should be cancelled I would contact the Business Team directly:

Get help dealing with bills | BT Business

[Arty1]

I was moved to EE as It was the best deal but it seems I’ve been left as a BT business phone customer despite BT confirming repeatedly that this was being cancelled as I no longer needed the line . 
the line is still active and I’m now paying twice as much for my phone and broadband when the whole idea of switching was to get costs down and lose my phone which I didn’t need. The phone was sent back yet is still on the bill as active . 

[Arty1]

They were supposed to have been cancelled on the 27th January . BT confirmed this , I have tried to speak to BT business but they aren’t open today . 
The issue is , it wasn’t cancelled and im

now being chased for money I don’t have while having chemotherapy, it’s very distressing . 
I don’t even have the internet phone they sent as they requested it back but they are still charging me rental ! 

[gg30340]

---

@edbostan wrote:

Did you give 30 days notice? This applies, to my surprise, that notice still has to be given even when out of contract. I fell foul of that and remonstrated that surely no T&Cs can be enforced when you are out of contract, but it does.

---

When your Fixed Term Contract, which no doubt you got a discount on the monthly cost for being on that contract expires, you then go onto a 30 day rolling contract which requires a 30 day notice if you want to cancel.

You automatically go onto the 30 day rolling contract, with the loss of any discount that you may have had when your Fixed Term Contract ends. This is because no Broadband provider will supply any form of broadband without a contract which gives you and the company consumer rights.

If you did not want to go onto a 30 day contract you are required to notify BT at least 30days prior to the end of your Fixed Term Contract and at the end of that your broadband would have ceased. 

If you are on a 30 day contract, you are still governed by the T&Cs you agreed to when you took out the Fixed Term Contract and you need to give 30 days notice to cease

This is set out in the Terms and Conditions that you agreed to when you took out your Fixed Term Contract with BT.

https://www.bt.com/terms/bt-home-phone-broadband-terms-conditions

[Arty1]

They were notified , I called them up when I got the notification to renew my contract , it was BT that set me up either a new residential broadband only contract and confirmed that my landline Would be terminated on 27 wth Jan , I’ve  in several posts this , if I hadn’t cancelled direct with them why would they be requesting all the equipment back 🙈

I gave emails confirming the termination if all the business services and the set up of residential broadband only , the phone line is clearly showing on that confirmation as being terminated