BT let my number go when they were specifically told not to

[WEBB]

I am at my wits end.  After having to move from plusnet business (as they were closing the business side)  I ended up with BT, big mistake.  After only three weeks of being with BT they let my Voice cloud express number go to another company.  After receiving generic emails and text messages saying sorry you want to leave.  I immediately telephoned BT and said that they were not to let my number go, I was quite happy with BT.  I have now been without a telephone since 18th July.  This is my business phone that I have had for many years.  I have a retail store and my phone number is the first point of contact for new customers.  I don't have a website nor do I use instagram or facebook.  My telephone number is on all our advertising, paperwork, flyers and when you google us our number comes up.  I am losing money, no one seems to care or understand and the hours I have spent on the phone to various departments of BT is stressful beyond belief and is heightened due to the language barrier, which obviously goes both ways because no one seems to understand the severity of  the situation.

Apparently the only way BT can get my number back was for them to cancel my (24 month) cloud voice express contract and start a new (cloud voice) contract at hiked up prices and on a 5 year term!  I had no option but to go down this route as they insisted its the only way.  Installation was to happen on the 1st August, it didn't.  Now it's apparently going to happen on the 19th August.  All I can do is wait and see.  But in the meantime I need someone to tell me how to claim for loss of business earnings and for the sums involved from having to sign a completely new contract at hiked up prices plus I have vodafone bills showing every call to BT and the amount of time spent on the calls, which mounts up to days and days of stress and time that I should of spent working trying to earn money not assist in losing more.

[BethM]

Hi WEBB

Do you have a complaint already? If so, the handler can deal with all of that once the issue is resolved.

[WEBB]

There is a complaint which apparently has been escalated, but there is no contact, nothing, no reassurances, no communication explaining the processes.  Just left in limbo.

I shall wait until the 19th, installation day apparently and then make contact again.

[BethM]

Hi WEBB

I can chase it to make sure you are contacted, please send over a private message with some account details.

[biofma]

Hi Webb

 I too have had an awful time with BT for the last 5 months. 

My business number of over 40 years was not ported over and now BT can not get my number back. After multiple phone calls, emails, being told lies by BT. The have finally admitted that they cant give me my number back. 

I was originally on a BT Cloud phone then they moved me to Cloud Voice Express  at their recommendation as I was due a contract upgrade. I told them not to cancel my number but they did anyway and now its gone forever. Cloud Voice Express is not suitable for my business and has resulting in my number being lost by BT.  I would advise anyone against taking out a  Cloud Voice Express service. I was mis-sold this product and it has been a nightmare. I have never experienced such poor customer service.

I am and NHS dental practice and the loss of my business number has had a massive impact on my business and patients. I now have to get a new building sign and change all my business stationary etc. It has caused a lot of stress to myself, business and patients.

The Ombudsman have been no help.

I hope you have better luck than me and actually get some compensation.

[WEBB]

After what is now months, a fair resolution hasn't happened.  The phone system is not fit for purpose.  You gave my number away and installed another number that goes to divert.  The worse of it is not only is the system useless but you are charging me four times what I was originally paying.  No one gets back to me, if I get through to someone, I'm transferred to a random department that then transfer me again.  No one is taking responsibility for your awful mistakes.  You are an awful company that is causing me huge amounts of stress and have done now for months and it's ongoing.  Someone needs to look into my complaint no. IMP 127095429 and get back to me with a sensible answer regarding your hiked up bills.

[BethM]

Hi WEBB

Please send over a private message as requested before so I can take some account details.

[WEBB]

I need to send you a copy of a rather long letter of complaint,  it is a long read but it does explain the situation to where we are now.  Can you let me know how to send/forward to you a pdf

Regards

[BethM]

Hi WEBB

If you can please private message me, I can share my details 

[WEBB]

How do I private message you?