Sometimes, customers tell us they’ve been transferred to another phone company without their knowledge or consent - a practice known as mis-selling or slamming. General Condition C7 prohibits underhand sales and marketing activities, and applies to domestic and small business landline and broadband customers.
At BT, we have effective systems in place to ensure customers can easily change their service when they need to. This applies to landline and broadband services for customers deciding to leave BT for another communications provider, those moving home, or those who are simply changing the services they receive from us. We will always give accurate information about the services to be provided and ensure that we have the customer’s consent to make any changes.
Where a customer is switching away from us, they will receive a letter which clearly sets out the details of the switch, any early termination charges due, and the impact of the switch on any remaining products and services. Customers can switch simply by placing an order with a new provider; they don’t have to contact the losing provider if they don’t want to.