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BT Closed our account in error

stjohnschurch — Fri, 20 Jun 2025 12:48:39 GMT

BT cancelled our church account yesterday in error. The problem was at their end and I now have to wait for new equipment and have to wait until 4th July for the new line to be activated.

This is a parish office and many elderly people use this number to contact the priest and we cannot be with out a line for this long. We also need the number to remain the same as it is an important number within our community.

BT did not seem at all concerned that this has happened and said it would all be sorted out with a new 24 month contract. How can this be fair when we were already 12 months in to the last contract, and with many technical problems during this time.

Re: BT Closed our account in error

Peter_W — Sat, 21 Jun 2025 08:05:16 GMT

Good morning @stjohnschurch.

Welcome to the BT Community Forums.

I can totally understand your concern with this one, especially if your connection and number have been so vital for keeping in contact with your congregation and local community.

When you contacted us was any reason given for why the cancellation occurred?

Also don't worry if you're unsure, but do you know if your connection was set up with BT Consumer, or was it a Business account?

Peter

Re: BT Closed our account in error

stjohnschurch — Tue, 24 Jun 2025 07:46:07 GMT

Hi Peter

No reason was given, they just said it was an error at their end, and I then had to sign a new 24 month contract to reinstate the phone line. We now have to wait 3 weeks for the line to be set up. It is a residential account.

Re: BT Closed our account in error

Peter_W — Tue, 24 Jun 2025 10:07:52 GMT

Thanks for confirming all of that for me @stjohnschurch.

I've just popped you over a private message so we can take a few more details on this.

Peter