BT has been accused of using stealth tactics to hold on to its customers after it upgraded those with business PSTN lines to its Business Line Divert Service.

The upgrade took effect on 20 February and the service will allow customers to redirect incoming calls to another number. It comes with a minimum 12-month contract and customers have been sent letters informing them they have until 19 May to cancel.

Phil McCabe, media and PR officer for the Forum of Private Business, said: “Our members do not feel a letter represents adequate consultation. At best this is an oversight; at worst it is not the best practice.”

BT’s head of indirect sales, Ricky Ricketts, said: “BT Business wants to offer small businesses extra value. We are contacting all customers to confirm their choice.”