lost our number after 3 months + of BT back and forth

[pops3y]

Familiar story it seems- upgraded to fiber broadband and digital voice on 6th February but BT have managed to mix our account name up and ceased the number due to non payment of bills ( no one to pay the bills as it was a non existent account) I have been battling with BT ever since as we have had no land line or BB since this time and must be loosing countless customer calls. after signing a new agreement TWICE I was told they can only reinstate the number to the 'incorrect' account name and then change the name on the account to our name! We have been with BT with the same name and address for 18 years. Yesterday they emailed to say the number can not be reinststed to ANY account. Help ! what can I do? like so many of you I have sign written vehicles, stationary, uniform etc as well as 18 years worth of customers. BT are saying they have looked at every possible solution - I don't understand how this has happened, it is their admin error and their 'phone number' why can't they just fix it and why has it taken them 100+ days to get to that answer. Where do I go next ? OfCom and and a new supplier?

I am exhausted by this situation.

[robin43yard]

Hello,

That sounds incredibly frustrating, especially after being with BT for 18 years. At this point, I would make a formal written complaint and request a deadlock letter if BT says they can't resolve it. Once you have that (or if it's been over 8 weeks since your complaint), you can escalate the case to the relevant Alternative Dispute Resolution (ADR) scheme. I'd also contact Ofcom to report the issue, as they monitor providers' conduct, although they won't resolve individual disputes. Be sure to keep records of all communication and document the business impact from the lost calls. I hope you're able to recover your number or receive appropriate compensation for the disruption. 

Best Regard