Appalling Bullying Behaviour

[ItsMikeE]

I received a private message - but it looks incomplete, and I cannot see an option to respond

[ItsMikeE]

I can see that a change will be required when the switchover to DV takes place
However there is no current schedule - so the 30 day deadline comes across as scare tactics

And the closing the complaint without any communication is unacceptable

[licquorice]

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@ItsMikeEwrote:

I received a private message - but it looks incomplete, and I cannot see an option to respond

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Click on the heading of the message to open it.

[FEDUP2016]

Peter,

Whilst I understand that you will be seeking to help Mike and his Mother, which is great.

However  BT's approach and business behaviour is very similar to what I experienced in September 2025, all recorded in various emails to Executive Complaints last autumn. 

I suggest that this seemingly repeated behaviour is not acceptable and is in contravention to BT's own our-business-practice-and-code-of-ethics, as set out here https://www.bt.com/about/bt/our-company/our-business-practice-and-code-of-ethics.

I would be grateful If you would advise how I can raise this evidence to BT Main Board Level in the first instance.

Thank you

[ItsMikeE]

Thank you

I have responded to your private message

[chrisjp]

"The upgrade that they repeatedly tried to sell was to switch broadband provider to BT, and this was a "one-off" price which is only available right now"

Ahh... so this is one of the uncommon situations where BT are providing the landline telephone but the broadband service is being provided by another company. So the copper cable is being shared between BT and the other company.
Once the telephone service goes over to digital voice (DV) this will no longer work. There are then 2 options:
1. Get both broadband and DV telephone service from BT, and this is the "upgrade" that's on offer
2. Continue with the other company's broadband service and contact them to see if they offer a telephone service - some do (using VOIP), some don't.
Although there is apparently no schedule for BT converting the line to DV, it will need to be done before the end of 2026 when the Public Switched Telephone Network is due to be fully retired.
So it's as well to get ready for this change now and I would guess the best option is (1) above, especially if BT is providing a good offer.
However, I agree that BT's method of announcing this to your Mother without any of the above explanation was not good, but seems to be fairly typical of BT's announcements on the change to DV.

[Midsummer100]

Hi there

We are going through the same with my elderly 89 yr old dad who's got the start of dementia.

Did you ever get it sorted out?

We have complied with all the BT demands and bullying, spent hours on the phone, taken time off work to be at dad's house, dealt with insolent little arrogant oiks who wouldn't know what it's like to care for an elderly person if it was in front of them, had wonderful lovely call centre agents, our age, who completely get it and despair of their employers, but OpenReach need planning permission to come out and dig up the road. Our council took too long to get back to them so they closed the case and put us back to the beginning again. 

Now they have switched off his broadband for 7 days, sent a threatening and bullying email, plus sent a BT bill today to add insult to injury. 

So I wondered if you ever got it resolved? 

Thanks, Sarah 

[ItsMikeE · Accepted solution]

Yes - it was resolved once someone from BT Complaints saw one of my posts and got involved

[Christopher_G]

Hi @Midsummer100 

I'm really sorry to hear of your experience with this so far. I've sent you a private message to try and get you some help. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[imjolly]

@Midsummer100 

Does your father have broadband from a different ISP than BT who supplies his phone connection?

I think you should email consumer resolutions who will help

https://img01.products.bt.co.uk/content/dam/bt/help/complaints/Complaints_Code_of_Practice.pdf