Landline

[Megooch]

I have received an email from btcomms@info.bt.com informing me that I have asked to cancel my landline which I have not.. is this a scam. I have logged into my account but cannot see anything on there. 

[Kimberlin]

@Megooch  Is the email addressed to you by name or does it read ‘Dear Customer’ ? Does it have your BT account number in the email?

I think you know the answer.

[Megooch]

It is addressed “Hello” and no account number included but my full address. Sorry if it was a silly question but at my age it’s very stressful and even more so trying to speak to BT on the phone.

[Kimberlin]

@Megooch  It’s undoubtedly a scam. Report the email to BT as a phishing attempt. Do not open any links in the email. Call the BT helpline tomorrow and tell them of your concern if you need reassurance. On no account interact with the sender of the email.

[chrisjp]

Definitely a scam. I'm pretty certain "btcomms@info.bt.com" is not a BT email address.

[Peter_W · Accepted solution]

Good morning @Megooch.

Thanks for reaching out to us about this.

btcomms@info.bt.com is a genuine email address that we use, but as @Kimberlin mentioned, we would expect any account-related messages to be addressed to you personally. 

Fraudulent emails can sometimes set their name to appear as a different email address though, so if you select 'reply' or click on their name does it still show the same address?

This is often the best giveaway on whether it's genuine.

Also with One touch switching now available for broadband providers, occasionally we can see accidental line takeover requests go through, so if you're at all unsure and would prefer not to call, you could try checking in with our team via messaging here:

Broadband | BT Help

Peter

[Megooch]

This wasn’t a scam. It was an email from BT.

All because the old landline is going digital, shame they don’t bother to explain that in the email.  Just saying the landline is being being closed.

The online chat then told me my account was being taken over by another provider, which again I hadn’t asked for and was more stress.

Eventually I spoke to someone who said the digital switch is the cause.
It was extremely upsetting and stressful for an 89year old lady.

[Kimberlin]

@Megooch  I'm pleased you have had a resolution. It's a poor fail by BT though not addressing you by name within the email and not quoting your BT account number. If I had received that email, I would have personally just reported it as a phishing attempt and deleted it. Good to know that BT seemingly can't be bothered to send emails out that give their customers a fighting chance of knowing whether what they push out, is legitimate or not.

Now all you have to do, is navigate the whole digital switchover.

[Jane2018]

Do report back on how things go. When BT moved me to digital voice I felt the communications were similarly unclear eg I had two different accounts and numbers and I did not know until after the switch day which line they meant. Neither an account number nor even the telephone were on the email notifications. (They didn't switch me from BT  to EE without my consent so at least all went well on that front and I didn't lose my long standing number)