Digital Order Nightmare

daventd — Sun, 18 May 2025 15:57:26 GMT

I'm having the worst possible time with BT right now.

Currently have phone and broadband for the business. Current contract has ended so phoned up to arrange for a new contract with a digital phone.

First order was cancelled by Openreach since "there aren't enough plugs in the cabinet".

Second order was made under my personal email address. (I don't own the business, they shouldn't have even had my personal email). I was told it was impossible to change the email registered with the order, so I cancelled the order and tried a new one.

Third order was made with the same personal email yet again! So cancelled that one and decided not to try again for the time being.

This wouldn't all be so bad except for what happened next.

The following day I find out that another new order has been set up overnight without any request. And it STILL has my personal email on it. So I called up, told them to cancel that order too and to remove my personal email from their system completely. This was on Friday. At this point I spent close to 8 hours on the phone to them last week.

Today comes and I don't trust them so I decide to check the work emails. And right there is an email saying that the service is being terminated at the end of the month because of a request from another supplier to take over. (We haven't made any request)

So I guess first order of business tomorrow is to call up and ask where this request has come from and to cancel the termination. Question is, where do I go from here?

I suspect I'm going to be playing whack-a-mole with them while they try to screw things up daily. It's really shocking to me that this can be so bad. Presumable they're doing a lot of these switchovers now and you'd think it would be a pretty straightforward process. Has anyone else had problems like this? Anyone know of any decent alternatives? We only really need a single phone line that can be transferred to a mobile when busy/out of hours. Mostly concerned about losing the business number. I've looked into making a complaint to Ofcom (primarily about the acquisition and use of my details) and I've gone to the Ombudsman before, but it takes quite a while and I don't know if I can fend them off for months.

Re: Digital Order Nightmare

BethM — Mon, 19 May 2025 12:15:36 GMT

Hi daventd

I'm sorry to hear about the poor experience you've had with the orders. Have you contacted our customer support teams about this today as you mentioned?

Re: Digital Order Nightmare

daventd — Mon, 19 May 2025 13:34:32 GMT

Hi Beth

Yes, I spoke to them this morning and supposedly the cancellation was cancelled. I was supposed to receive an email confirming this, but no sign of it yet.

Re: Digital Order Nightmare

BethM — Mon, 19 May 2025 13:47:30 GMT

Hi daventd

I can check into this for you if you'd like, please send over a private message with your account details.

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