I moved from XLN/Daisy (they are the same company) to BT broadband on 7/11/24.
This contract was arranged via Love Energy on the 10/10/24. On the same day I was sent an email from partnerchannel@bt.com which included my contract proposal and another document called "BT Additional information you may find helpful".
In this document were the following 2 bits of information:
"What happens when you order broadband from us?
If you told us that you want to switch your service from another supplier, we’ll get in touch with
them and take care of the transfer."
and
"Switching broadband to us from another provider
We’ll ask you when you place your order if you want to switch your services from another provider.
If you do, there’s no need to contact your current provider – we’ll do that for you.
We’ll give you a switching date, which is normally within two weeks, unless you choose a later one.
Your BT Business Smart Hub will arrive by post.
We’ll let you know when we’ve activated your broadband. Then you just connect the Smart Hub
yourself. It’s as easy as that."
Despite this information being included in the information and confirmation email about my contract, my contract with Daisy/XLN has continued and I have now been billed Nov, Dec and Jan.
Additonally to this BT weren't even billing me at the appropriate rates for my first two bills and I spent an hour on the phone sorting it out. The person on the phone that day stated that with regard to the previous company it would be love energy who were responsible and they today have said that BT are responsible. The email is written from the perspective of BT so I would assume that they are correct.
What on earth do I do and how do I go about getting compensation for the bills from XLN/Daisy which according to the information I was given should have been cancelled during the switch over process.
I am currently on hold again to your order management team and they are hopeless.
