Our organisation has been unable to take or make calls since November because of BT, despite repeated attempts to resolve this issue.
While BT successfully delivered the router and installed our internet service at our registered address, we have yet to receive the phone. This is the same address used for the successful router delivery, so I am baffled as to why the phone delivery keeps being cancelled due to an "address issue." We understand that BT can only deliver items to the address given in the contract.
Over multiple gruesome calls to your call centres—each lasting over an hour—we have been repeatedly informed that our address is incorrect. After further checks by BT Order Management, it is confirmed as correct, and a new order is placed. However, this cycle keeps repeating without resolution, as the orders are again cancelled for the same reason.
We have repeatedly asked for this issue to be escalated, but no one has taken meaningful action. The BT personnel in the call centres don't seem to give the issue the weight it deserves. We risk losing our number and although complaint tickets have supposedly been raised, we have received no follow-up or resolution to date. The supposed complaints team is yet to reach out.
