Business Arvostelua 173

I have been a loyal BT Business customer for over 6 years. I have never missed a payment and have always trusted BT. Unfortunately, my recent experience has been extremely disappointing and stressful.

When I originally signed my contract through BT Local Business, I was clearly assured that if I ever sold my business, I would either be able to cancel the contract or transfer ownership to the new owner without any issues. I only agreed to the contract based on this assurance.

After selling my restaurant, this promise was not honoured.

Instead of processing a transfer, BT sold a completely new contract to the new owner and then attempted to charge me approximately £400 as an early termination fee. When I refused, both myself and the new owner were left with two separate contracts at the same address, including duplicate internet lines and phone numbers, which is completely unreasonable for a single business.

Over the past 5 months:

* I submitted formal complaints (N230115-337007 and N230115-337006) and received no response
* I was passed between multiple representatives (Elliot, Nakul, Luke, Deepak, Khushi)
* I was repeatedly given assurances that were never fulfilled
* I was pressured into more expensive packages that I did not request
* I experienced repeated delays and lack of accountability
* I was asked to sign documents without proper explanation

At one point, I was even encouraged to proceed with an Apple Watch order as part of resolving the issue, which was incorrectly addressed and never delivered.

Despite remaining a paying customer, I have been charged for a service I have not used since December.

Out of desperation, I even agreed to keep my contract active and simply transfer my number. Even this basic request has still not been completed.

This experience goes beyond poor customer service and raises serious concerns about transparency and sales practices.

I have now escalated this matter to the Ombudsman.

Anca Kelman is an outstanding lady, I had numerous issues with BT over the past 6 months which I was struggling to rectify, Anca took my matter in hand immediately with kindness and professionalism, I am now absolutely delighted with the BT package she set up for me, a big thank you to her team too. Well done !!

AVOID, AVOID, AVOID
Business crippling, exceptionally poor service, cannot provide timescales to rectify their mistakes and incompetence.

Do not trust these people, with your people.

We have had a wonderful experience with BT Local Business, and I feel its important to let everyone know that trustpilot is not just for complaints. I have no complaints at all, the service and support has been excellent and we had a rather compilated install as well - Zabina Akthar from the High Wycombe office was the best person for us. She is patient, knowledgeable and really helpful. She has been supporting us for a few months and has even gone the extra mile to help complete our project and help with a few areas (eg technical support matters) which normally companies would push to a faceless different department.

I would highly recommend both Zabina and this office to anyone wanting telecoms, broadband or mobile solutions.

Fortunately we have not had any contractual agreements with this company but they have carried out fraudulent activity with claiming a phone number of our business, so that they can sign up another company which had been trying to claim and use that number. I would not recommend using this company.

Nothing short of a scam! BT local business contacted me to say my contract was up for renewal and they could provide the same service with no downtime for the same price. Ok, I thought that’s straight forward. It was anything but. They deliberately mislead me opening an account I didn’t need running along side my existing account. I have been trying to sort this out for 8 months!! You can’t speak to anyone in BT local the blame accounts and pass for pillar to post. My advice would be to stay well clear of anyone calling from a company calling themselves BT local business.

ABSOLUTE THIEVES, £200.00 CHARGED TO CHANGE THE BROADBAND PACKAGE!

If i could give 0 stars i would miss sold phones and broadband by shane from yorkshire office then tried to cancel everything was told by carly murry would be getting cancelled then didnt hear from them couldnt get in touch via email or via telephone i am now taking this matter to a solicitor they are the worst company ever to deal with DO NOT BUY FROM THEM DO NOT EVEN BOTHER TAKING THERE CALLS THEY ARE NOT BT THEY ARE SCAMMERS

I wished that I had read the bad reviews before placing an order with these people.
They promise the earth and deliver nothing and then disappear when you sign the Contract.
Even when promises from them are in writing it gets altered on the contract and they never mention the 5 year contract they get you to sign until its to late.

BTlocal, sounds like BT, right?Think you might be getting BT, but local... oh no oh no oh no.... it's just a useless rip-off, self-enriching franchise... Where you get to pay more for your basic services, while being in a strange state of zombiehood where BT takes your money, but does not recognise you have their services...

Absolutely the worst of both worlds. BT is itself atrocious... The countless days I have spent talking to Indian techs, half I could, extremely embarrassingly, not even understand... is triggering me, even now...but that is nothing compared to finding out that, the commission grabbing, "trade manager" does not respond to calls or messages... they do not give one plantable duck about service. Just taking their commission and have a good laugh at you.

After, what felt like years, I finally get to the source of all my problems... it is my BT local (which is not BT, but a strange rip-off franchise) I call in to my "local" Gloucester, Wiltshire and Wales branch and when I explain my difficulties, he just puts the phone down on me. (Luckily I recorded his voice for the Ombudsman.)

What a filthy, disgusting piece of.. local capitalism.

If ever you have to, and my gods, I hope you never find yourself so desperate to try BT local, record all conversations... BT local has the appalling reputation that it has, because it is thoroughly deserved... No questions.

FYI, the reason I ended up in this situation was my new shop address was considered,by OpenReach, Silver, not Gold... it all came from this... Do your research... even if you think you are desperate for a solution, a little time and work now, you save you an absolute fortune in money and stress

I have learned the hard way. These things can simply be resolved... Which reviews will help. There are plenty of UK broadband suppliers, and phone line suppliers, that will easily wipe the floor of BT and it's rip-off spawn, BT local..

Their joke is on me,at least for a short while...It will NEVER happen again...

Very irritating, contact you kind of pretending to be BT, but they are not BT. Have no clue what they are talking about and are just emailing people randomly hoping someone might give them time of day. Have now blocked their emails.

BT Local Business Norfolk Suffolk branch agent Joshua Sivier made us sign paperwork misrepresenting himself and providing misleading information. Although I warned him and his team several times to cancel the agreement, he keeps ordering the service on behalf of our company, which offers fraudulent rubbish service. I am now in the process of legal proceedings since they caused us to lose more than £10,000 worth of customers.

Terrible service yet again! I don't know why I use them. Having been told the One Phone was being ended, I agreed to sign up for Business Cloud Voice, great option and made sense. I completed the paper work for month end in August, rushed to get it through etc, waited, waited and then had to resign paperwork for some reason. The Phone was finally set up in October! I was told that I would have no early leaving penalty, which has worked so all good. However, I have been billed for onePhone for October, I will have to pay November and December also as they didnt close the account when promised. I will be having to pay hundreds of pounds for a service I don't use and can't use! Having sent numerous emails I have had no reply what so ever! SHAME ON YOU!

If i could give zero i would.
Do not i repeat do not deal with BT local business team in Scotland.
customer service non-existent. Mis sold products. misinformation. massive mistake.
we have ongoing complaint for past 5 months due to their ineptitude and hopefully will be released from our contract, yes that is exactly how badly misrepresented things have been.

We were told by BT Local Business that we *had* to move to BT Cloud Voice because our existing phone system was “no longer supported.” That was over three months ago, and since switching, it has been nothing short of a nightmare.

We were assured there would be no disruption and that our service would remain exactly the same — yet for the past six weeks, our phone system has barely functioned. Our welcome message does not play correctly, calls fail to divert, and on several occasions, customers have been stuck on endless hold with no phones ringing at all.

Despite countless phone calls and over 40 hours wasted speaking to both BT and BT Local, the issue remains unresolved. We have been passed from one department to another, with nobody taking responsibility. The salesperson who signed us up conveniently hides behind emails and is never available to speak.

We are absolutely disgusted by the level of incompetence and lack of accountability shown by BT Local Business. Our company has suffered significant disruption and lost business because of their false assurances and broken promises. After years as a loyal BT customer, we have completely lost faith in the organisation — this experience has been appalling from start to finish.

BT Local Business (Plymouth) called us yet again today, despite me asking them via email on 20/10/2025 to remove our number from their database. We have had our most recent contract with BT Business Direct as we were previously mi-sold a previous contract from BT Local Business. I haven't renewed my contract with BT Business Direct yet as we are will need to upgrade our phone line to full fibre and this needs co-ordinating with our security alarm provider. My genuine BT Business Direct account manager knows this as I've discussed it with him with no pressure to renew until I've sorted it.
BT Local Business are a separate independent company as noted on the bottom of their emails
"CoasTel Communications Ltd is an independently owned and operated business. BT and the BT Corporate Logo are trade marks of British Telecommunications plc used under license by the licensee, CoasTel Communications Ltd."
This company denied having received my email, and ring almost weekly, and today have claimed that if my contact details are removed from their database that if I have any faults with my line It won't be dealt with as I will have been removed from their system! I don't have an account with them, it's with BT directly.
These people are miss-selling under the BT name and frankly BT should remove the license from them.

Mis-selling by BT Local Business. Called me near to my end of contract. I said I didn't want to pay any more than I was currently and was assured that a 'special deal' was available which would be very close to what I'm paying. On receiving the contract, realised that the figure quoted was excluding VAT so would obviously bring the cost much higher.

If I could give this company zero stars, I would.
They don’t deserve any!

Over three months after placing an order, we were still no further forward. Their sales tactics are aggressive, and they’re happy to provide misleading information just to close a deal. Once you’ve signed the contract, any sense of customer care disappears completely.

Thankfully, we’ve now managed to arrange a new contract with BT Business Direct instead.

Do not deal with this incompetent company — I wish I hadn’t.

Sent me a very plausible email , good idea i looked up bt website

Avoid this lot

This company is NOT BT, they will sell you the wrong package, and you will not be able to conact them about this... Have been reported for bad practice.... If you want a BT account, go to BT.... THIS IS NOT BT!