BT phone systems review – Prices, features and value explained

Choosing the right phone system is essential for any business, ensuring seamless communication both internally and with clients. BT (British Telecom) is a well-established provider in the UK business telecommunications market, offering a range of phone systems that cater to businesses of all sizes. Here, we review BT business phone systems, exploring key features, pricing, pros and cons, and whether it’s the right choice for your business.

Overview of BT business phone systems

BT offers both cloud-based VoIP solutions and traditional phone systems, designed to support diverse communication needs. Its product range primarily targets small to medium-sized businesses (SMEs) but scales to accommodate larger enterprises.

Key features of BT business phone systems

BT’s phone systems are packed with features intended to streamline business communications and enhance collaboration. Here are some of the most notable features:

1. VoIP solutions – BT offers hosted VoIP phone systems, allowing calls over the internet rather than relying on traditional landlines. This makes it easier to support remote and hybrid working models and reduces infrastructure costs.
2. BT Cloud Voice – Cloud Voice is BT’s primary VoIP offering, providing a hosted platform with advanced features such as call routing, automated attendants, and integration with CRM systems. Cloud Voice is fully scalable, meaning it can be expanded as your business grows.
3. BT One Phone – This is a converged solution that unifies fixed-line and mobile calls, giving users a single phone number and enabling seamless communication regardless of device. With One Phone, employees can move between devices without disrupting connectivity, which is especially useful for teams that frequently work on the go.
4. Microsoft Teams integration – BT Cloud Voice integrates with Microsoft Teams, allowing businesses to leverage Teams for video calls, messaging, and collaboration. This is a valuable feature for companies already using Teams as their primary communication platform.
5. BT Business SIP Trunking – SIP trunking allows businesses to use their own equipment for VoIP calls, reducing dependency on PSTN or ISDN lines. This is ideal for larger companies with complex requirements or those looking to transition away from traditional lines ahead of the 2025 ISDN switch-off.
6. 24/7 customer support – BT provides round-the-clock support for its business customers, including dedicated account managers for larger accounts. This level of service can be critical in maintaining continuity and resolving issues swiftly.

Costs of BT business phone systems

Pricing for BT’s business phone systems varies depending on the chosen package, features, and the number of users. Below is an outline of typical costs associated with BT’s offerings:

• BT Cloud Voice Express – This entry-level option starts around £12 per user, per month, ideal for small businesses or start-ups needing basic VoIP functionality without a high initial investment.
• BT Cloud Voice – Pricing is more customised depending on the specific requirements, with packages typically starting around £20 per user, per month. Additional features and integrations can increase monthly costs, particularly with higher call volumes.
• BT One Phone – This converged solution is more costly, often starting at around £40 per user, per month. However, it provides flexibility and scalability for businesses with mobile-heavy workforces.
• Installation and setup fees – Depending on your current infrastructure, initial setup costs for some systems may apply. BT typically charges a one-time installation fee, which varies with the complexity of the setup and any required equipment.

BT’s pricing is competitive in the UK market, though it’s worth considering additional expenses if customisation or more advanced features are needed.

Pros and cons of BT business phone systems

What we like about BT

1. Wide range of options – BT’s comprehensive portfolio includes VoIP, SIP trunking, and converged systems, making it easy to find a solution that meets unique business requirements.
2. Strong reliability and network quality – As a leading telecom provider, BT benefits from an extensive network, ensuring high call quality and reliability.
3. Scalability – BT’s cloud-based systems are easily scalable, which is ideal for growing businesses.
4. Integration with Microsoft Teams – For businesses already using Teams, this integration adds value, enabling a unified approach to communications.
5. 24/7 customer support – Access to dedicated support can reduce downtime and maintain continuity.

Potential downsides

1. Higher costs for advanced packages – While BT offers entry-level options, advanced systems can become expensive, especially when adding multiple integrations or premium features.
2. Contract commitments – BT often requires long-term contracts for certain solutions, which may be restrictive for businesses preferring short-term flexibility.
3. Complex installation for larger systems – For companies opting for SIP trunking or One Phone solutions, setup can be more complex and require additional time and resources.

Additional considerations

ISDN and PSTN switch-off

With the UK’s upcoming ISDN and PSTN switch-off planned for 2025, businesses using traditional lines will need to transition to VoIP-based systems. BT’s SIP trunking and VoIP solutions are well-suited for businesses planning to make this switch, providing a future-proof communication solution that minimises potential disruption.

Security and compliance

BT places a strong emphasis on security, ensuring that its VoIP and SIP solutions are compliant with industry standards. Its cloud-based platforms come with built-in encryption and are regularly updated to meet security requirements, which is crucial for businesses handling sensitive information.

BT reviews and ratings

Here is a summary of ratings for BT business phone systems from various review platforms:

• TrustPilot: BT Business has a low rating on TrustPilot, averaging around 1.3 out of 5 stars. Many users report issues with customer service, reliability, and billing errors. Common complaints include poor response times and technical difficulties, particularly with cloud-based systems.
• Reviews.io: On Reviews.io, BT Business also scores poorly, with an average rating of 1.49 out of 5 based on over 400 reviews. Customers frequently cite issues with service reliability and high costs, noting difficulties in resolving problems with BT’s support team.
• Google Reviews: While specific ratings for BT Business phone systems vary by location and service, Google reviews generally reflect similar concerns. Users highlight issues with setup and network performance, especially when compared with local alternatives.

In summary, while BT offers a wide range of features, customer feedback suggests potential challenges with reliability, customer service, and the overall value of services offered.

These reviews indicate that businesses may wish to carefully consider their specific needs and the importance of customer support before choosing BT.

Review – Is BT the right choice for your business?

BT business phone systems offer robust, reliable solutions suitable for SMEs and larger enterprises looking for scalable, feature-rich communication options.

Businesses in need of flexibility, cloud-based VoIP, and Microsoft Teams integration will find BT’s offerings appealing, particularly if long-term reliability is a priority.

However, smaller businesses or those looking for cost-effective, short-term solutions might find other providers with more budget-friendly options.

BT’s comprehensive range, strong network reliability, and integrations make it an excellent option for businesses ready to invest in a modern phone system.

However, if your company is prioritising lower costs or prefers a more agile setup with fewer contract obligations, exploring alternative providers may be worthwhile.

In conclusion for our review, BT business phone systems are a solid choice for companies committed to quality and scalability, backed by robust support and a future-proof approach to telecommunications.

FAQ – BT Business review