Landline No Longer Needed, BT will not assist

[PiscesLady]

I moved house, stayed loyal to BT and continued with them.  Bit of trouble getting broadband connected but this was due to weak wiring .  Since early September I have tried to tell BT I do not want a landline. I get texts from BT that Bruce will call me on my mobile. For weeks I get texts but no calls to get help.  Also no voice mail messages on my mobile. In fact not one missed call from BT. I have had an email from Bob, gave details he required, still no help.   BT is all for communication but how come no one seems to be able to call me on my mobile - at all!!!

[Kimberlin]

@PiscesLady  Prior to your move, did you already had a landline? Are you on a continuation of contract from your previous address? Did you explicitly inform BT that you did not want a landline at your new address prior to moving?

As for BT not calling you on your mobile, funny thing is, if you dare to leave BT using OTS for example, you’ll get multiple calls from the Retentions department.

[gg30340 · Accepted solution]

It is not clear how you are attempting to remove the landline from your account. In case you are not aware you cannot cancel the landline on its own.

You would need to switch to a Broadband only package which removes the landline from your account. This will mean starting a new contract for Broadband only. You will need to contact BT to do this.