Account cancelled by BT without any notice or request

[harshads]

On 2nd August we recived a suprising message that our broadband and phone service has been cancelled as we have decided to move, which we didn't. It was clearly a mistake from BT. When we called to check what is happening we were told that some other service provider has taken over our account. It was surprising how that had happened as we did not request any change or any move. After multiple useless calls to the coustomer service we are told that the account will be active again after 14days. This has been very frustrating as we had paid for that month and have not got any refund. We would like to have compensation about the lost service and hours lost trying to connect to someone who can provide answers. We had been told that we will get a hybrid connect device to provide us with some internet access during this time but this never arrived. The service from BT has been pathetic to say the best.

[NeilO]

@harshads Thanks for posting, I'm really sorry you've been disconnected in error as I appreciate the inconvenience this must be causing you.

This can happen if another customer of a different provider gives them your address details in error, we always send a notification via letter and email in advance of your services being taken over to give you the opportunity to let us know this is a mistake.  If the notification is not responded to before the order completion date the line take over will unfortunately happen. 

To get your line back from the other provider it will take us 14 days, this timescale is a regulatory requirement to try and prevent incorrect line takeovers and we're not able to bring it forward. I should be able to help with getting you a temporary 4g Mini hub to give you a connection in the meantime and I'll send you a private message so you can get in touch with the moderation team.

Thanks

Neil

[harshads]

Hi Neil, 

Thanks for your quick reply. We indeed recived a letter but after the connection was stopped. I also recived an email stating following - 

Hello Harshad,

We're sorry to hear you're thinking of moving your Digital Voice and broadband to another provider.

This email has everything you need to know about leaving us. We know there's a lot here, so if you've got any questions, please get in touch. Just make sure it's before 2pm on 11-Aug-2021 as that's the latest we can change things before you move. If we don't hear from you by then, your services will automatically move on 13-Aug-2021

Even with this email we still had time till 11th August to challange before the account was closed. It is unfortunate that the services stopped on 2nd August. Also we have paid for this month. Would we be getting a refund for this period? 

I will respond to your private message seperately. 
Thanks.

[NeilO]

@harshads I'm so sorry, that's not good at all, from that message it shouldn't have happened so soon. Thats why it also takes us 14 days to get the line back to give enough time for the order to be cancelled if it's a mistake.

Yes, please don't worry about a refund that's the easy bit to sort once we've got you reconnected. 

Thanks

Neil

[harshads]

Hi Neil,

with reference to our previous conversation, I got another shocker about BT charging me £690 for early termination of the contract. 
Could you please look into the matter and confirm when we will get it refunded. 
thanks. 

[RobbieMac]

Hi @harshads 

Thank you for posting back!

I'm really sorry about that.  Don't worry, I'll give you a shout this afternoon and I'll resolve this for you.

Catch up with you then.

Cheers,

Robbie

[harshads]

Hi Robbie

Following our call last week, Any updates on the refund of £690?

Also we still don’t have internet access. The hub shows orange light. I already got notification for the next bill. We don’t have access to internet for last 3 weeks and don’t expect to pay for no service. Could you please look into it ASAP. 
Also we got a notification about returning the equipment. Are we supposed to return our existing hub? It is all very confusing. 

[harshads]

HI. 

Could anyone please update me on my previous queries. 
We got an engineer to look into why we still dont have internet but no resolution. He requested for new hub but same issues with new hub. 
We are with no internet access since 2nd August with no fault of ours. This has been a very frustrating experience. 

If BT cannot provide proper service then please refund the money already deducted and we can explore other possibilities. 

[RobbieMac]

Hi @harshads 

Thanks for posting back.

I'm personally dealing with your complaint and have it scheduled in to give you a call later this afternoon.  Catch up with you then.

Cheers,

Robbie

[harshads]

Robbie

I will be in meetings between 3-5pm. Can we speak before 3pm?