This topic

BT removed our line without us asking and now we can't get it back - shocking from BT

markntalbot1 — Mon, 23 Jan 2023 08:50:58 GMT

Hi All

Losing my few grey hairs here. BT has given our line to someone else, despite us saying no to a line transfer twice!

And now, it is impossible to get it back. We have no broadband, no phone line and being passed from one dept and getting nowhere.

Has anyone experienced this? I can't get through to anyone senior and am quite appalled by BT - it feels like this is my fault when they have transferred our line without our approval.

Any advice would be much appreciated.

Thanks

Mark

Re: BT removed our line without us asking and now we can't get it back - shocking from BT

Keith_Beddoe — Mon, 23 Jan 2023 09:04:54 GMT

@markntalbot1

Welcome to this user forum for BT Retail phone and broadband customers.

It would be Openreach that change your line, if it received instructions from another provider.

I assume you are a BT Retail customer, so I will ask a moderator to assist.

Re: BT removed our line without us asking and now we can't get it back - shocking from BT

DavidM — Mon, 23 Jan 2023 09:26:53 GMT

Hi @markntalbot1 and welcome to our community.

I'm sorry your line has been taken over. Have you spoken to anyone at BT about this? have any actions been taken to get the line back?

Cheers

David

Re: BT removed our line without us asking and now we can't get it back - shocking from BT

markntalbot1 — Wed, 25 Jan 2023 12:30:08 GMT

Hi David

They are trying to fix it. We were told it would be today but nothing yet. Nearly a week now without broadband and 2 weeks without phoneline. And none of it is our fault. We have lived in the same house for 15 years with BT and now this!

How BT can transfer our line without our permission is absolutely shocking and I'm not sure it is even legal.

Thanks

Mark