This topic

Loss of number

Ct88 — Thu, 16 Nov 2023 10:28:26 GMT

Can someone please explain to me how BT can switch off a vulnerable person’s phone, over sell a broadband package and not resolve the issue after 8 weeks, what compensation can be claimed

Re: Loss of number

Keith_Beddoe — Thu, 16 Nov 2023 10:30:32 GMT

@Ct88

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

I have asked one of them to offer help here.

Re: Loss of number

imjolly — Thu, 16 Nov 2023 10:36:56 GMT

is the vulnerable person registered here

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: Loss of number

JohnC2 — Thu, 16 Nov 2023 11:29:43 GMT

Hi @Ct88, sorry that a vulnerable customer has been left without phone service and that it taking so long to resolve.
Has the customer an open complaint and are they getting updated on what is happening to resolve this?

Cheers

John

Re: Loss of number

Ct88 — Thu, 16 Nov 2023 12:50:34 GMT

Yes it has reached the customer resolution team, I’m just very frustrated that this can take 8 weeks to resolve

Re: Loss of number

JohnC2 — Thu, 16 Nov 2023 14:59:37 GMT

Hi @Ct88, thanks for the update. I appreciate your very frustrated but the resolution team are more senior than the Mod team and best placed to resolve this for you.

Cheers

John

Re: Loss of number

licquorice — Thu, 16 Nov 2023 15:10:05 GMT

@Ct88 wrote:

Yes it has reached the customer resolution team, I’m just very frustrated that this can take 8 weeks to resolve

Are they registered as per message 3?

Re: Loss of number

Ct88 — Thu, 16 Nov 2023 15:11:27 GMT

Yes I think so