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dkoureas
Beginner
610 Views
Message 1 of 6

A simple switch to BT and now left with no phone or broadband for at least 11 days

Ordered a simple switch, keeping my old number from TalkTalk to BT. On the activation day all my services (phone and broadband) seized at around 10 am. At around 8 pm on the same day I called BT customer services to enquire on the progress of the activation. They informed me that the previous provider had not released the number and that the problem would be resolved within the day. 

 

Next day, still without any servie, called back to be informed that the previous provider declined the request on the grounds that they had already ported the number to BT(!). I was politely informed that now I need to wait without phone or internet for at least another 10 days before they inform me on the progress of this issue.

 

This is compeltely unacceptable, a simple switch left me with no internet and phone. Of couse, there was no way to escalate this issue through the customer services. I am really frustrated, this heavily affects my work. 

 

Any help on how to proceed so that I get a solution to this sooner?

 

 

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5 REPLIES 5
Keith_Beddoe
Distinguished Sage
Distinguished Sage
603 Views
Message 2 of 6

Re: A simple switch to BT and now left with no phone or broadband for at least 11 days

I have asked a moderator to provide assistance, they will post an invite on this thread.

 

They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.


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imjolly
Distinguished Sage
Distinguished Sage
602 Views
Message 3 of 6

Re: A simple switch to BT and now left with no phone or broadband for at least 11 days

mods will post a link which will help you at least get some better information 


 

contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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RobbieMac
Moderator
Moderator
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Message 4 of 6

Re: A simple switch to BT and now left with no phone or broadband for at least 11 days

Hi dkoureas,

I'm really sorry for the problems you've had transferring your number across to us which has now resulted in you having no services at all Smiley Sad

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

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Seraph
Contributor
565 Views
Message 5 of 6

Re: A simple switch to BT and now left with no phone or broadband for at least 11 days

BT Code of Practice. You can get BT to redirect incoming calls to a number of your choice (also possible compensation)
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dkoureas
Beginner
556 Views
Message 6 of 6

Re: A simple switch to BT and now left with no phone or broadband for at least 11 days

Following the advice here, I contacted BT order specialist Team, who more or less offered me the same date as the next milestone at which I will be getting more info on the progress of the issue. No solution, just an update! 11 days, just to update me on the next steps!

 

In practical terms this means that after 11 days without phone or internet, having to commute to go to the office on weekends to work now, I will still not know when the problem will be resolved.

 

They have provided a generic excuse as in 'there are several port issues'. I honestly do not understand why a simple switch (not the first time by the way) from a provider to another can cause such a mess.

 

It seems is also impossible to put an order with another provider as they all are unable to provide service to my address now. I feel I am helpless, and to be honest this is one of the few times that as a consumer I feel I can do abolutely nothing to get out of this deadlock. (maybe moving houses).

 

 

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