BT accused of 'dirty tricks' campaign to keep customers

BT has been accused of staging a "dirty tricks campaign" to prevent its customers switching to rival operators.

Telco Global Communications, which claims to offer discounts of up to 86 per cent on calls, has written to the regulator, Oftel, claiming that BT ran a "concerted campaign" to stop customers signing up to its phone service.

Of the allegations levelled at the former monopoly, the most serious is that BT's retail arm misled some customers who were considering moving to Telco Global.

The letter states that BT sales representatives told potential Telco Global customers that switching to an alternative operator could cause problems with broadband internet access. The company also alleges BT implied to some customers that once they had switched, it would be difficult to move back to BT if they changed their mind.

These statements, claims Telco Global, are false. Under Oftel regulations, BT must offer its customers the chance to switch to an alternative telecoms operator.

The changeover is made through the local telephone exchange, in a process known as Carrier Pre-selection (CPS). Engin Mumcuoglu, joint managing director of Telco Global, said: "As a result of CPS, consumers can now benefit from cheaper phone calls, easily and quickly. However, through a dirty tricks campaign, BT is attempting to stop this happening. This activity makes a mockery of BT's claim that customers are returning to them voluntarily."

BT, run by Dutchman Ben Verwaayen, denied it had deliberately misled customers. But a spokesman said: "These are serious allegations that there is a shortfall in the way we provide the service. If Oftel investigates, then we will co-operate fully."

An Oftel spokeswoman confirmed that the regulator was looking into the claims.

Telco Global, a management buyout from the US operator Viatel, has also blamed logistical failures for preventing customers from taking advantage of CPS.

The letter to Oftel cites instances where BT customers had signed up with Telco Global but the changeover was later stopped by BT.

"We recognise that BT should be given the opportunity to hold on to its customers, but are disappointed to find that its tactics are heavy-handed," said Mr Mumcuoglu.