I purchased an Indian takeaway business last month on the 14th of April. The previous owner had 2 lines and broadband with BT, and had informed BT that he has sold the business and gave BT my details. I entered into a new contract with BT under the new company details on the 17th of April.
The order was subsequently cancelled on 6th of May and the main phone line had ceased and become inactive.
I spoke to a support representative from BT on the day the line stopped working and he had put in a request to get the line active again.
On the 12th of May I spoke to another support representative who had re-ordered the 2 phone lines with an activation date of 21st May. Still on the 21st of May nothing had been sorted and I then proceeded to call every couple hours and no one had an idea what was going on.
Eventually on the 23rd of May I was passed onto someone from BT Local Business West London, this individual had been helping me however accidentally ended up cancelling the secondary phone line instead of cancelling a random handset order on the account.
The reason according to them is that the main phone line didn't port originally due it being a cloud voice express number, and apparently you cannot port from cloud voice express to cloud voice express. On the 28th of May they set up a new order form for 2 CLOUD VOICE lines which I signed. After this I have not heard anything for 2 days but I have called over 20 times and the individuals line goes to voicemail and no one cant put me through to him.
Since the 27th of May I have had no phone line, and I estimate from the 6th of May due to BT's incompetence I have lost over £15,000. I will be submitting an Ofcom and Ombudsman complaint and I am considering taking legal action against BT due to this situation.
At present the member from BT Local Business West London has stopped picking up my calls and has left me high and dry. I need support from someone to sort out this absolute mess, I have a relevant IMP number if needed.
