I tried to switch my broadband and phone number to sky from BT, it’s planned to be happen on the 9th July. The openreach came on time and installed every thing but somehow fibre is not working.So I still on BT network waiting for my new service to be fully installed. Thing went wrong on 21th July, I received email from BT claimed my number transferred is completed on the 9th July and my phone became unavailable. I contacted BT first thing in the morning requesting reactive my service as sky haven’t started my service and I never cancel my service with BT. Also they claimed my number is inactive because sky requested it and is completed on the 9th July. But my sky service never started, I definitely had phone service between 9th and 20th on BT Network. But no one cares, they just keep repeating the same wording, sky said they didn’t request the transfer and BT accused sky asking for it. After endless calls with BT and Sky, on the 27th I cancelled sky installation and contacted BT to solve out the problem get my phone line working as soon as possible. After transferring from department to department, finally, they told me I need to contact this BT local office, they are able to help. I contacted the number has been given to me, the salesperson told me, there is no way I can get my number back, they can only issue a new number to me. It’s unacceptable, our business relies on phone we had it for over 12 years. I have to go back to contact BT, while I have been transferred from department to department, another salesperson from BT local office but from different location contacted me claimed they handle all my detail, I explained the situation, he promised he is able to help. I signed new contract with him immediately, he said it should be working very soon. After two day, I tried to get an update from him, he said the contract I signed is null and void, it doesn’t work. I also never able to get hold of him. I have to contact BT, anyway they told me I just need to renew my contract, again I need to contact this local office salesperson. At this point, I never able to trust them, so I speak to the BT live chat saleteam, I told them my line is inactive and I have been told I just need to renew my contract to get it working again. The person confirmed with me it will be a renewal, and my number will be working 100% in24-48hours. Again I signed and of course my phone line is still not working. After I renewed, they started endless investigation, I contacted every two days, because they told me to be patient, they are working on it and keep me updated. No one ever contacted me, text not replied, complaint handler keeping sending email said my mobile is busy not able to call. Finally, I been told they can’t restore my number to my original service I sign for, because it’s outside of 30days window, they can only assign my number to cloud voice which doesn’t suit my need and much more expensive. I have no choice to accept it because my business is very important to me. Not surprised, I have been referred to local office agian. The first person I spoke to gave me totally different advice from BT team, instead of sign me to cloud voice he said I need to have digital voice for business which is £30 per user but on BT official site is 15 per user. I asked him several my concern in email never get replied. Next day, his manager contacted me and took over the case comfired is cloud voice I needed to restore my number, and arranged contract for me, total monthly cost is 3 times than originally signed. I tried to discuss if there is any other option can lower the cost, hardly there is always thing compulsory. But I don’t have a choice, I signed. I sent two formal complaint though BT website also never had reply. When I spoke to the resolution team, I queried why my complaint never had replied, she said the complaint email on the
website is not in use. What a joke.
Does anyone know how I can put in a formal complaint about BT handle my case and if anyone in the same situation can share experience please
