BT have cancelled my business line without giving me any warning that this was going to happen. The reason for this is none payment of bills, which you may think 'fair enough'.
However, when I created the account I'm sure I set up Direct Debit, and it was meant to be paperless billing. Despite this I could not add the billing details to my account online correctly - it would come up with errors when trying to view details/bills and consistently kick me out to log on page (this has since been resolved). By the way, I think the whole BT website is extremely buggy.
I received 2 paper bills (remember I'm set up for PAPERLESS billing - the post in this premises not reliable and I'm often not here), one in November, which I assumed DD would take care of... then one dated 10th Feb, which I didn't actually receive until last weekend as I was away on business. It was only from this bill that it became apparent that I had not paid the previous!
I made a point of paying the bill as soon as possible, but already BT had already ceased the line. There were NO emails, letters or phone calls warning me that I hadn't paid. I phoned up and settled the bill, but it was too late to reverse the line cancellation. The person I spoke to on the phone stated that they would be able to catch the line at the point that it was being cancelled and immediately get it up and running for me, without affecting the internet..... but I didn't receive a phone back as promised and this never happened.
Now BT are saying I will be without a phone line or internet connection until Tuesday 8th March. We are a small business that relies 100% on fast internet connection to our clients, so this is devistating!!
This just shows that BT do not care for Small Business or their customers. I could accept responsibility for being cut off if I'd missed and ignored several warnings (or even one warning) but these did not happen. Without a view of my bills online, it was impossible to be proactive. It must be verging on illegal the way BT have gone about this. At the very least, it is pathetic levels of customer care.
I have tried submitting a complaint, but have not heard back.
Does anybody know how else this might be escalated in order to get our internet back up sooner?
Thanks
Iain
