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Landline account cancelled for not paying bills -- but I have a Direct Debit

smitcheu — Thu, 05 Sep 2024 20:24:19 GMT

Colour me surprised when I picked up my landline (needed because I'm in a remote area with little mobile signal) today to get a recorded message saying my service has been cut off because I've not paid my bills. But, I think to myself, I have a direct debit and every month when I'd check online it would say I had nothing to pay, so I thought everything was fine.

Now I try to call to resolve this -- of course, I can't call, because -- see above.

I try to call from another phone, even then I get the same recorded message, which says it will transfer me to a human being, but then gives me another recorded message and says goodbye.

As everyone here will know, there is no way to email them.

I have no idea what bill has not been paid because nothing shows up on the 'My BT' page that the emails directed me to.

I DO desperately need the landline because no reliable mobile signal here. How can I find someone from BT who will actually resolve this??

@DavidB by any chance?

Re: Landline account cancelled for not paying bills -- but I have a Direct Debit

imjolly — Fri, 06 Sep 2024 06:59:07 GMT

try contacting billint team using 'message us' and see if they can help sort out your account

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Landline account cancelled for not paying bills -- but I have a Direct Debit

Keith_Beddoe — Fri, 06 Sep 2024 07:02:34 GMT

@smitcheu

Are you a BT Broadband customer as well?

Re: Landline account cancelled for not paying bills -- but I have a Direct Debit

iniltous — Fri, 06 Sep 2024 07:12:43 GMT

Unless things have changed relatively recently, accounts ‘suspended’ for non payment , still allowed certain calls , and customer service calls were one type , in fact , AFAIR any call attempts were diverted through to customer services.

If you think you don’t have an account problem , it’s possible your line is crossed with a line that is TOS ( temporarily out of service ) , try calling 17070 and check the correct number it’s announced .

There is no reason why another phone ( by which presumably you mean a different account holder ) would also get the same announcement about non payment, unless some extremely weird problem was affecting multiple users , that’s not very likely.

Calling customer service is the quickest way to resolve this , anyone with an issue that stops calls being made will ( obviously ) need to find an alternative way to contact their provider, the fact you ask why no email address exists suggests you are not completely cut off .