Dear Sirs,
I received two letters from BT on 11 April 2012 telling me that my phone line was being taken over on 11th and 18th respectively. I phoned BT to sort it out as I did not authorise any transfers. I was told that it would be sorted out and I would not loose my service. I was then also on 11th left a message by the BT rep telling me that all apropriate notices to the engineers have been sent and that there will be no cancellation of the phone line or broadband service. I still have the voicemail message.
I received a further call from BT "Anti-slamming Team" on 18/4/2012 telling me that they will try to cancel the transfer. When told that I was already notified that the service will not be cancelled, the response was that nobody notified the "anti-slamming" team and the cancellation was going ahead but they would try to cancel it. I was told that if it does go ahead I would not loose the broadband and the phone line would be redirected to my mobile. I was also told that someone would call me back if they are unable to cancel the transfer. No one called me back.
Now, this morning 24/04/2012, I turn up to my business premises to process my orders for the last day and there is no phone or internet. I call tech support who tell me that my line is no longer active as it has been transferred and hence the broadband went with it. I can no longer process card payments from customers or access the net to administer my website - I am loosing money continuously. I was specifically told this would not happen - my business depends on the functioning internet (from which I take my orders) and functioning telephone as the phone line is used to process phone cards.
I have never been contacted by anyone about transfer of my service, I am not moving or selling up. This is damaging my business and is unbelievably incompent.
Aparently they are trying to sort it out - my landline number has now been redirected to my mobile but the net is still down and they are not sure when the service will return. No calls with updates. Whenever I call in I have to go through 2-3 people explaining everything from the beginning to each one. This is just madness - does BT not keep notes on the file?
Who do I contact to get this sorted and for update?
Also, who do I contact to get compensated?
I have lodged complaint with Ofcom and I will be lodging a claim in court for the losses if there is no compensation. This is just unbelievable - been BT customer all my life (residential) and business customer since the start of my business. Never been treated this bad before. Ever. Epic fail, BT!!!
