Number port range request seems to have triggered entire account cancellation!!!

[ianhadling]

Here is the situation:

We have a new customer with 6 small offices. All 6 have a variety of BT broadband and telephony services [Infinity, ADSL, Versatility (phones), Avaya (phones) etc]. All 6 services are associated with a single BT Business account, and appear on the same invoice.

They have now opened a new office, which we have kitted out, and supply broadband and telephony for.

We currently porting a range of telephone numbers from one of the offices to the new office.

Everything was going fine and dandy, until, the customer got a cancellation notification for the entire account (!!!!) together with early cancellation fee!!

It seems as if someone has inadvertently triggered a cancellation procedure on processing the number port request.

So, what do we do now? How does this sound:

1. Request the cancellation order by email

2. Request the cancellation authorisation by email

3. Supply evidence that the cancellation was at no point related to a customer or customer authorised request

4. Provide these details back to BT (Wholesale .... or the current reseller Business Local)

5. Resort to the law for arbitration, in the meantime, cancelling the number port request, and reclaiming these as expenses.

Any thoughts?

Cheers ... Ian

[HowsThat]

Hi Ian,

I suggest that you get the client to speak to BT using the contact details on the back of their bill.  Do not go via BT Local Business since they are a sales agent and are an independant business to BT (like a  franshisee). They will need to stop the BT Cancellation and ask who they should email with the same request.  Then email them stating the same thing and ask for email confirmation that the cancellation has been stopped.

You will then need them to email BT again stating that they are having just the relevant numbers ported to a 3rd party (give name) and that all other services are staying with BT and are not to be cancelled.  You can then start the porting process again but I would suggest that you keep a close eye on it and when BT confirm the number port to you, you get your client to speak to BT again to confirm that just those numbers are porting and nothing else has been cancelled.

Best of luck