topic Re: unbelievable frustration in Archive

If I can't get an answer from BT re cancelling a phone line should I just cancel the direct debit?

Losingit — Wed, 26 Jan 2011 17:56:46 GMT

I've been trying for three days to cancel a business line as we are closing the business, we also want to cancel the broadband on the same line. Does anyone know of a method for contacting BT which doesn't include using their phone numbers as the recorded message runs until they go home after several hours. The chat line says that there is an agent available but that just sits on the screen and doesn't change and the email address shown on the FAQ for closing an account generates 1 answer in 3 attempts to the effect that we will be contacted at some time in the future. For a company with communications in the title i think it's time someone bought a dictionary.

I've threatened to just cancel the direct debit and be done with it. I've made evry effort to advise BT and they obviously aren't interested.

Re: If I can't get an answer from BT re cancelling a phone line should I just cancel the direct debi

Tracey — Thu, 27 Jan 2011 12:38:00 GMT

Hi Losingit,

Sorry to read about the issues you are having.

You can contact our cancellations team on their contact options listed here.

Hope this is of help

Tracey

BT Business Forum Moderator

Semaphore, aldis lamp, morse code but not phone, email or post.

Losingit — Thu, 27 Jan 2011 15:57:26 GMT

We have been trying since Monday to talk to BT. All of the conventional methods have failed despite wasting hours every day on the phone or submitting unanswered and probably unread emails.

Well this is how it's going to work. We are closing the company and we will be cancelling our direct debits. If BT want to get paid up to date they can contact me in the next 24 hours. If BT don't need or want the money then the direct debit will be cancelled. We have made every possible reasonable effort to advise BT of the current state of affairs but as most of you will already know, getting an answer out of BT is nigh impossible.

We want to cancel the line and the broadband. Can you hear me BT.

I did manage to get a response from the BT Chat line, a very nice man,very apologetic tried to get through for me but he couldn't get any response either.

Re: If I can't get an answer from BT re cancelling a phone line should I just cancel the direct debi

Losingit — Thu, 27 Jan 2011 16:07:01 GMT

Can i suggest you try your suggestions. That's what i've been trying all week. No reply to emails and as i type this i'm hanging on the phone, relatively short time of 14 minutes. An hour this morning and i've lost track of the time over the week. I managed the Chat line this morning but your agent tried to get through and he failed but at least i managed to talk to someone albeit using a keyboard.

As BT don't want to talk to us do you suggest just cancelling the direct debit and then locking the office door and letting BT's threatening letters pile up underneath the letter box? The office will be closed and we're all unemployed so no longer our worry.

Re: If I can't get an answer from BT re cancelling a phone line should I just cancel the direct debi

Tracey — Tue, 01 Feb 2011 12:28:15 GMT

Hi Losingit,

Sorry you are still having issues with the cancellation of your account.

I am afraid that this is not something we are able to assist you with on the Forum, it does need to be done with the cancellations team directly.

If you have a look at the Forum Guidelines, it does advise the purpose of the forum

Thanks

Tracey

BT Business Forum Moderator

unbelievable frustration

martynevans — Tue, 10 May 2011 11:47:58 GMT

I am trying to do the same.... have been on hold for over 45 mins on three different days and given up. Am now on day 4, on hold for 30 mins already and waiting for the online chat thing to work. am still number 4 in the queue after 20 mins. Customer and Service are not words I'm feeling right now. INCREDIBLY FRUSTRATING and crap.

Re: unbelievable frustration

ballboy2412 — Wed, 08 Jun 2011 14:17:09 GMT

Same problem with us... Have spent hours on the phone trying to cancel a line no longer needed... Past from person to person. Have now written to BT which was three months a go, but have had no reply... This is totally unaccceptable and I'm am now registering a complaint Ofcom and Otelo...

Re: unbelievable frustration

hammer1978 — Wed, 14 Sep 2011 09:42:02 GMT

Hi all,

I was having exactly the same problem and getting very frustrated. The worst was when I cancelled the direct debit, then started getting calls from BT on my mobile chasing me to pay the bill. When I said I wasn't paying until they cancelled the line, they either put me through to the same interminable hold queue, or, sometimes, just cut me off!

In frustration I found this forum, and thanks to Tracey's advice above I found the Livechat option. The service was quick, clear, polite, friendly and I had my line cancelled within minutes.

It's still disgraceful that a company the size of BT has such terrible phone customer service and treats its customers this way, but if you want to circumvent a lot of frustration and get your account closed quickly, follow Tracey's options to Livechat then click Account & Billing > Phone Lines & Calling Plans > Livechat.

Here's an edited transcript of my session. Hope this helps someone!

Allan: Hi, my name is Allan. I am reviewing your question.

Allan: Hi, Can you quote the account number and company name please?
David: Hi Allan, I would like to cancel my account
Allan: ok what's your account number I can see if an agent is available to cease for you
David: Company name is *********
David: Just getting account no. for you...
David: W********
Allan: thanks hold on for me a moment
David: thanks
Steve Wealleans has joined the chat.
Allan has left the chat.
David: Hi Steve
Steve Wealleans: Hi David..cease W******** ?
David: Yes please
Steve Wealleans: Ok...we normally require 7 days notice - is this ok or a later cease date?
Steve Wealleans: any reason for stopping the line? ceased trading / moving etc?
David: We'd like it ceased ASAP so 7 days is great. Yes, we've ceased trading
Steve Wealleans: ok...please hold while i place order now....do you have any other bt business services?
David: No, just the phone.
David: Thanks
Steve Wealleans: David, Cease placed for 21/09/2011 - order ref *********
Steve Wealleans: Is there anything else I can help with today?
David: Fantastic, thanks Steve. This was much easier than going on hold for hours on the phone
David: No, that's everything, thanks. Will I get a final bill?
Steve Wealleans: normally with 14 days from cease date - you can settle the bill via ... http://www.bt,.com/fastpay or 0870 240 5566
David: Great, many thanks
Steve Wealleans: thanks and bye
David: Bye, have a good day