Hi, We are having the exact same issue. The phone system has never been flawless, however, since the migration to EE in April they are terrible. We have 4 sim cards and all are exactly the same, we answer a call, the customer will state their name and where they are calling from and the line cuts dead. I dread to think how much business we have lost because of this. I have spent in excess of 5 hours on calls to all of the 1 customer service number that BTOP have, i have had to do this on my personal mobile as i have had times where i've been on hold for 40 minutes for my line to cut off using the onephone, so i've racked up around £180 in my personal bill to the wonderfully helpful 0845 premium number customer service line. I have raised several tickets explaining the faults, at no point has anybody rung back to assist with any issues, or any resolution been offered as to how to fix the issue, i'm essentially calling, telling them there's a major fault that is causing me to lose business and they are just logging it and nothing goes further. We had bill in excessof £1300 for January where apparently we were making calls to Egypt of 1st of Jan, where the offices were shut and all the phones left on the premises, but nobody has come back to us on this. We're also being overcharged every single month for paying for a cloud system which we are no longer on, nobody has come back to assist with this. roughly around month ago i stated i wanted to terminate the contract, i was told somebody would contact me back in 2 days, 4 days later i had to ring again and state this again, to be told someone would contact me back in 2 days, a further 3 days i had to ring and refuse to get off the line until i was put through to someone who could deal with this, they reluctantly put me through to cancellations where i was told i would be given the details via e-mail over the next week, this eventually came through (longer than a week) stating that i would need to pay £7800 termination fee......for a system that doesn't work.......with a customer service that fails to act on any issues that i raise with the faults on the system. I'm expected to pay near £8000 to cancel a system that is costing me money and that BTOP have done nothing, not even a phonecall from any sort of fault department to say "i understand your having some issues, let us see what we can do", even if they did that and took it no further it would have been more than we've had. I question the legality of making me pay to leave a contract when they are not providing the service that i signed up for. I would argue, and argue quite strongly that BTOP is not fulfilling their part of the contract to which we both entered. So.....even after receiving a termination figure, i have been onto my IT guys to get a new system installed, i need the number for the business as we have been established for near 40 years and losing the number would have huge ramifications on our business, but we cannot get intouch with anyone to get this moving, so we are left in a stalemate and i am at my whits end!
