Someone (not us) taking over our line

[w11222]

For the SECOND time in twelve months BT have sent us a letter advising us that someone else has requested to take over our line and if we don't contact them by tomorrow it wil complete and we will be charged contract cancellation. BUT THEY ARE SHUT !!!

It take BT three months to do anything else but when with this it happens instantly. Last time it took them three months to re-install our line.

Any Ideas ??

[Burkem5]

Hi there @w11222

I am extremely sorry about this,  should should receive far more notice than that.
If your line has been disconnected PM me your contact number and name and i have the correct department pick this up and fix this.

Thanks 

Burkem5

[Mike1]

On the 12thFebruary 2017 we received a letter from BT stating that another company’s customer had requested a takeover of the phone number at our business address.

This was due to take place on the 24/02/2017.

As per the instruction in the letter I contacted BT and on 15/02/2017 this request had been cancelled. We were informed that our service would not be stopped.

24/02/2017

a.m. Broadband went down. Initially thought it was my equipment but that checked out okay. Then thought it might be a fault, but nothing reported on the BT Faultline.

Over the next couple of hours I spoke to numerous departments in BT and eventually discovered the Broadband service was in the process of being stopped but they would intervene and the service would be back within two hours.

Nothing happened so called BT later in the day.

Eventually spoke to someone called Anoop who said he would deal and call back. He sent a text message to confirm he was dealing and if I had any queries to reply to the text and he would call back within two hours. I waited a couple of hours but still no service so text back. No call back from my text.

25/02/2017

Saturday but still attempted to contact numerous sections of BT, mostly getting answerphone giving hours of business Monday to Friday etc. and eventually someone in faults who was very understanding and then very helpfully transferred me to another answerphone giving hours of business Monday to Friday etc.

I eventually spoke to someone else in faults who put me through to Vivian who I think had something to do with Broadband. He gave no excuses, saying quite simply that no-one in order management would be available to deal with my particular problem until Monday.

27/02/2107

09.39.  Spoke to Adam in the Slamming Team who passed my complaint to provisioning. Someone to call me back within two hours but suggested the Broadband should be up again today.

15.30. Called BT again, this time Puneet who now says they will send message to back office for urgent action and BT will get back to me tomorrow (Tuesday) I said this had already happened on Friday and I was still waiting, and wanted this problem resolved today. I asked to speak to one of his managers.

16.40. Amit called back. Now assuring me service will be reconnected tomorrow. He explained that the original request to cease the line had been stopped but that the Broadband cease wasn’t. Which by now I could have told him. He explained that they were waiting for the cease order to run its course and the service would come back up. Said there was nothing more they could do today. I was not happy with this so at:

16.55. Spoke to Jordan in the Slamming Team. He said it looked as if the cease order was somehow stuck between processes and he would pass me through to order management team to find out what they were doing. Spoke to someone in this group who put me on hold while he investigated. After fifteen minutes on hold I was quite suddenly, without announcement, reconnected to Jordan in the Slamming Team. He had another look and said that it appeared whoever I had just spoken to had not even opened the account to look at it before I was passed back.

Passed on again, this time to Arunn Kumar.  Says that the BBand is due to reconnect tomorrow, 28th so back to square one. After call disconnected I received a confirmation text from him and shortly after another confirmation text from Sarthak, both saying I should contact via their texts in the event I should have any other queries.

28.02.2017

09.00 Still no service.

09.27 I Text back to Arunn Kumar and he responded at 09.42. Told him that the service was still down and he passed me to Chris in the Slamming Team. Chris then passed me back to Jordan who I spoke to yesterday. Jordan was confused by the fact that they kept referring me back to Slamming when it was an Order Management role.

09.57 Jordan has now confirmed that the cease/start has been sitting on the system untouched since Friday 24th.

09.58

Passed back to order management team, Nathan now dealing.

10.09

Nathan confirms there is a complaint owner dealing with this and he will contact this person and copy in their manager who will call me back.

10.30

Called back by Arunn to who I explained the latest action. Not clear whether or not Arunn is the person holding the complaint.

11.04

Sarthan called me wondering what the current situation was and when I told him he offered to put me through to faults until I stopped him and explained the whole thing again at which he offered to put me back to the Slamming Team. Told him rather than muddy the water even more I would allow the complaint holder to do his thing for the next couple of hours and if there is still no service after this time I would call back.

15.15

Puneet called me back. Said that the Broadband was now ceased but that he had been advised it would take another 48 hrs to re-connect but that he was trying very hard to bring that forward. Said he would call me later today or tomorrow with an update.

29/02/2017

10.00

No response from Puneet so Text him again.

10.50

Called customer services who don’t have the technical expertise to deal so transferred me to Sarah in faults. She is now looking into the problem. Confirms provision order has gone through.

11.05 Passed to colleague Devansh in order provision who is now saying the cease order on the Broadband has gone through but it could take another 24 hrs to re-instate. Has suggested I buy a dongle and bill BT for it. He goes away to seek further information. Comes back 10 minutes later, now being told it will take 5 days to reinstate. I have asked him to escalate this as it is unacceptable, he advised there is a complaint reference 1604740 already open in the name of Puneet. Devansh is sending me a text and he has also contacted Puneet who should be calling me back within 1 hour. Now 11.20

11.55

Puneet called back. He is now arranging a call back from a more senior manager.

02/03/2017

09.00

No call back from BT yesterday. 13.25 text Devansh to call me back.

13.33

Devansh called me back. Now checking into why no-one called me back yesterday. He says he can do nothing until 6th March because BT Wholesale won’t deal until then.

13.45 Decided to try live chat.

Raja Bordoloi: Hi Mike
 Mike Tully: Hi Raj I need someone to read a long transcript of my issue. This is directed at BT Wholesale, can you deal? Mike
 Raja Bordoloi: I will definitely try my best help you regarding the issue your are facing with your broadband connection,
 Raja Bordoloi: Before that Can you just confirm a few bits of information so I can look into your account please?
• Are you the account holder?
• Your full name?
• Your telephone number?
• Your address and postcode?

 Mike Tully: yes Mike Tully 01223847333 2e Dolphin way, cb22 5dw
 Raja Bordoloi: Thanks for that information.
 Raja Bordoloi: The number that you have shared seems to be a closed account so do you have any active broadband or the landline connection with BT?
 Mike Tully: I have a complaint open under ref:1604740 the telephone line should still be open but the BBand has been ceased without my requesting it. BT Wholesale say they cannot re-connect my Broadband until the 6th March at least. This is not acceptable.
 Raja Bordoloi: I am sorry to hear about it but we can only help you if you have an active broadband account with BT.Do you have any Order reference number with BT as you have mentioned your broadband will be reconnected ?
 Mike Tully: Are you telling me you can't open the above complaint reference and get all the information I have already given?
 Raja Bordoloi: The complaint reference will start form VOL-*********************  Do you have any reference number like that?
 Raja Bordoloi: Is that a business account or the residential account?
 Mike Tully: No that was all the info I was given. The original cease order was BTCBEU06
 Mike Tully: Business
 Raja Bordoloi: Mike, I am really sorry to say that is the reason I am not able to pull up the details. We are from the residential complaints team so for business you can initiate the chat at  http://bt.com/business/contactus 

Or I can call you and put you through to them?
 Mike Tully: Yes please connect me.
 Raja Bordoloi: Please help me with your contact number so that I can call you and then connect you to the business team?
 Mike Tully: the one I gave above. 01223 847333

14.00

Now connected to Business complaints, Holly is calling Wholesale to see why they are not reconnecting the service. Now connected to Shazia she says the cease order is stuck in the system with Wholesale and they can’t re-provide the broadband until the cease order completes. I have asked her to go back to Wholesale and find out why a Bridge case has not been raised as this is not a standard cease request and re-provide.

14.20

She has spoken to BT Wholesale who cannot take a verbal Bridge case so she has sent a Bridge case to be escalated to level 2. Shazia will now re-escalate after 24 hrs, which is the normal procedure and call me back.

03/03/2017

12.00

Voicemail from Shazia to state that she has now had to escalate the complaint again via another Bridge Case and they need to wait another 24 hours before they can do anything further!

15.20

Decided to message BT on Facebook. Waiting to see if that does any good.

16.00

Response from Facebook is that this portal only does residential messenger:

“Sorry to hear it Michael. I'd love to help but this is BT Residential, you can find out how to contact BT Business here - https://btbusiness.custhelp.com/app/home/

Jonny”

But I already went down that route many times thank you Jonny.

16.45

Tried calling Cloud phone to see if I can get my phone working through the borrowed internet but of course Yealink needs a link to the router. In the course of this Cloud Phone passed me to Cathy in the Broadband group to complain, although I explained I have already complained numerous times. Gave her the complaint reference. Cathy has passed this onto the manager of the complaint holder and she says they will call me back on my mobile to update me.

04/03/2017

09.00

Still no call back from last night’s conversation with BT.

This is just a snapshot of the process I have gone through since Friday 24th February. I

have omitted the numerous other calls I have made and how many people I have been passed to and from.

Oh and by the way I bought Cloud Phone on BT recommendation. No Broadband, no Cloud Phone, no business.

06/03/2017

09.55

Text to Shazia with reference to the promised call back on the 3rd.

10.10

Shazia called back. Said she called and left message late on the 3rd. Didn’t get that but believe she may have called the wrong number as she has been pretty good at getting back to me previously. She has escalated to Wholesale who say there is now some external work to be carried out. She will liaise with them again and call me back in approximately 20 minutes.

10.35

Message from Shazia. As follows:

Hi Bt here regarding your complaint ref:1604740. I tried to contact you but got Voice message again. I have had a word with our engineering team regarding your order, they confirmed that previously the request was raised to cancel the cease (disconnection) order, however the order has passed the point it can be cancelled so now a new request has been raised so that order can be closed off on all the systems and we can raise a request later to get your broadband con (on?).

I have responded with a request to know how many more days this will take.

Response at 10.55.

Hi BT here. This is regarding your complaint Ref: 1604740. Right now we need to wait till 9th March to see if the order completes and on 9th will be able to let you know the next course of action. Shazia – BT Business.

11.00

Have now decided to give the complaints route one more chance. Currently speaking to the cancellations team who are looking into this complaint reference. In the mean time I have been looking at alternative suppliers.

11.15

Transferred to Jane without preamble or explanation. The previous person put no notes on the account so Jane assumed I was speaking to her without any transfer. Sad state that BT customer defence cannot deal either. Jane is now contacting Shazia to see how much further this can be taken. Says someone, probably Shazia, will call me back.

11.45

Call back from Shazia. They cannot do anything. Wholesale have got a backlog of issues and cannot deal until the 9th March. I have now asked to speak to her supervisor but I know this will be  from the fruitless as Wholesale will not take a call from the public.

Supervisor Nidesh called me back. I suggested that Wholesale have such a backlog of cease/provides that they cannot deal with my problem sooner. He has explained that this is a rare case where the line plant and everything else is in place but due to a software problem our order is stuck in the system and they can’t retrieve it. He has asked me to wait until the 9th March and they will call back.