I am a location manager for a small firm, we are doing quite well so we needed to expand. We found some premises in the same building that we are in, all we needed was to take our broadband and our phone line and number with us.
We explained the situation to BT, who said no problem. This was in June!!!
I wont go into the broadband saga as after a couple of attempts they did manage to sort that out, not before delaying us moving by a month, which I estimate has cost us about £5,000, that is a very conservative estimate.
The main problem is the phone, we were asked if there was a BT box where we were moving to, we said yes, there was even a number on it which we told them, that was a mistake. Excellent, we will have this done within 24 hours.
The next day, after wondering why we didn't have any phone calls, I found out that they had changed our number to what was where we have moved to, to our old port and had disconnected our number. We are a business, why would we want to change our number? After ringing a contact we had developed during the earlier saga, who groaned, BT at least managed to put our number back to the old port. Fortunately with a cordless phone we can just about get our calls in one of our new offices, but not the actual offices where we need them as this is beyond the base unit's range. However the company we lease the offices from our preparing the old offices and obviously are not happy with our phone ringing away in there. This was 2 weeks ago!!!
After many phone calls, e-mails and conversations our phone has not been moved, we know we are missing calls. Calls get cut off, my own mobile has been used as the office phone and is the only way the BT reps contact me. I have been told that the team that deal with it says the issue is closed and it cannot be reopened. Surely as the customer, I say if it is closed or not.
This week I got told they need to send an engineer and it will be 20 days, I asked is this 20 days since this sorry sage started, they said "erm well erm no, its 20 days from today". That was Monday, I asked to speak to his manager, who was not available. I did get an e-mail from my contact saying that he will update his manager, show him the numerous e-mails that had gone backwards and forwards and she would ring me the next day.
Needless to say, I had to chase that up. She said that she needs a job number and will contact me with a date. Numerous requests later still none.
Then today, we start the day not getting calls, great I thought they have moved the line and we are plugged into the wrong one now. Then I rang my mobile with the works phone and yes, they made the same mistake they made 2 weeks ago and changed our number to the old port.
Blood boiling now, I contact previous manager, who was very unsympathetic, and actually blamed us for telling them of a port that wasn't live. I admit I finally snapped. But she tells me we still need an engineer to move the number. After about three hours without a phone and missing lots of business they finally put it back to how it was.
What I cannot get my head around is how they can move a defunt number from where we are now to where we were TWICE, but cannot move our number from where we were to where we are.
Now previous mentioned manager is on leave until the 3rd September and I got a call, on my mobile, from a collegue, who at least apologised, she told me she was waiting for the earliest date about an engineer and would call me back. I said that I wanted to end the day with us agreeing when this will be resolved, not an unreasonable request I thought. Obviously it is as I never got another call.
I have received 2 e-mails from clients of ours that have not been able to contact us and therefore have referred customers elsewhere. IF this carries on, we might have to move back toour smaller offices due to the lost revenue. God forbid.
This whole sorry saga is so unbelievable I keep looking around for a film crew because I think I am a victim of a new TV prank series and I am looking forward to day 16 of a 24 hour job tomorrow.
I am sorry for the long explanation but I am just hoping something can be sorted out here.
