We've been a BT customer for well over 40 years, with 3 telephones and broadband. It is a restaurant so all these are business critical and essential to us.
Out of the blue on Monday 28th February, to my utter shock, I received a letter saying "Sorry you're leaving" your services will cease on Wednesday 2nd March... As you can imagine that caused so much panic and headache to try and get through to BT and see why this was the case as I never said I wanted to leave. The advisor told me not to worry as they checked and the number port cease request had been actioned and my number and telephone/broadband wont be affected.
Come Wednesday 2nd, I found we had no line or broadband so I contacted BT and after being passed from team to team and on hold for a great deal of time I was seen to. My complaint from 15th Feb was reopened and I was told it was being investigated and they would need to request a reversion/restore of services from a department which deals with bringing numbers back, I was assigned a Complaint Manager (CM).
Openreach sent a form to CM requesting more info to be provided to them which he did. However after that it went radio silent, I was phoning up every single day bearing in mind it had been well over 2 weeks and nothing was heard from openreach or BT. Surely if Openreach aren't responding to the escalations/chaser from the CM, the CM could talk to a senior manager? We've never defaulted on payments, always had a prompt care package across all our products so should anything catastrophic like this happen then we are seen to and a solution provided as a priority. Being such loyal and long standing customers of BT seems like it means nothing to them, nor are they worried about the wider effect this is having both mentally and financially to my family and me. The roof over our heads is hanging in the balance as well as the survival of our business. Our livelihood is in jeopardy. We have lost business due to this BT system error. Two years COVID had brought us to standstill and now this year BT have brought us down to our knees. We are very very worried about the business surviving.
Somehow, the telephone number has started working even though it's showing as inactive and in quarantine, which is really baffling?! I was told yesterday a request was sent for the number to be moved out of quarantine and show as an active PSTN to allow for this new CloudVoice service to be ordered and they should get back within 24hrs. It has surpassed that timeframe and last I heard it was still sitting in the Recovery team's queue!
I apologise for the lengthy overview, but I am at wits end now, there is no light at the end of the tunnel, it has gone on far too long and the response has been severely inadequate. I cannot believe how we are still without service. Please please please can anyone help or advise?
Thanks
