Complaint against BT - not a BT customer

[wtf2021]

@-Richie- I don't think you can say BT have done nothing wrong, as that's clearly not the case. They got their customers address wrong, and when the customer told them this they didn't correct it, and they still haven't! I'm still getting letters from BT 😂

If the BT customer has their own complaint against BT for the problems they've had, they I don't think you can really reason that BT are not at fault whatsoever?

My contract is with Sky, correct and I have taken the issue up with them. But don't BT need to be accountable for their mistakes even if I'm not their customer?

[Keith_Beddoe]

@wtf2021 

You would be best to ask on the Sky forum, as they are the ones that failed to inform you of the impending takeover.

Sky Help Forum - Help & Support from the Official Sky Forum

As you are not a BT customer, nobody from BT will be able to offer any assistance. The answer that @-Richie-  has given, is 100% correct and is the only solution.

You will not get any other answer.

[wtf2021]

@Keith_Beddoe  while I agree it's correct in that BT won't help me and appreciate him reaching out to help, his answer states that BT haven't done anything wrong at all, which is clearly incorrect.

BT has not followed procedure, they've made numerous mistakes and I've been the unfortunate one having to deal attempt to fix these ridiculous issues.

The only thing I'm 100% sure of is that I won't ever make the misake of becoming a BT customer in the future.

Still unclear if anyone on this forum works for BT or not.

[imjolly]

you have no idea if BT followed procedure or not as your only source of information is SKY who have a vested interest in passing off the blame to another ISP rather than admit their systems failed you

have you asked SKY about the priority back in service as suggested by @-Richie-  as they don't appear to making much effort to get you re-connected

[Keith_Beddoe]

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@wtf2021 wrote:

Still unclear if anyone on this forum works for BT or not.

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Only the moderators work for BT, everyone else, including myself, are just customers. The moderators can only help BT customers.

[wtf2021]

@imjolly I mentioned before that I found the correct address of the BT customer as it was on the notes section on the delivery slip on the package of the second router BT incorrectly sent me. Clearly a huge GDPR issue with that there too, but that's their problem.

I visited the customer to give him the router and ask what was going on. The customer had a complaint raised with BT, because they set the account up to the wrong address and then couldn't seem to correct it once he had requested them to!

So no, Sky are not the only source of information FYI. BT has made mistakes, simple as.

[gg30340]

It would appear that both BT and Sky are at fault here.

Sky for not following the correct procedure and BT for recording the wrong address for their customer despite having been given the correct one on more than one occasion. 

As regards any compensation due to you that will be between you and BT to negotiate.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 24 hours for them to contact you. They will do this by posting on this thread.

[-Richie-]

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@wtf2021wrote:

The only thing I'm 100% sure of is that I won't ever make the misake of becoming a BT customer in the future.

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What's unclear if what you want ? are you looking for money ? BT can't change how the switching process works, it's an industry agreed process which all providers follow.

Someone placed an order for services at the wrong address, It happens.
The losing CP (Communication Provider) send notification to their customer, the customer acts on it and contacts their provider, in your case Sky, Sky should of then cancelled the takeover, for whatever reason and outside BT's control the line was switched.

What you need to do is contact Sky, ask them to follow the USR process, I know for a fact they have this but most front line advisors might be unaware, Sky will then be able to restore the services ASAP without waiting 14 days.

[wtf2021]

thank you @gg30340 for contacting the moderators, I hope they are able to help

[wtf2021]

@-Richie- I think you need to re-read my posts a few times, the customer didn't place an order for services at the wrong address. They provided their own correct address and BT set up the account to the wrong address (my one). BT then have been unable it seems to make the correction.

I've already contacted Sky as I've mentioned multiple times - and they are sorting compensation for me. 

As @gg30340 correctly stated though, both Sky and BT are at fault on this occasion and while I am not a BT customer, I do believe I am owed compensation by BT as well as by Sky if they're both at fault.

I'm not stupid and don't expect BT to be changing the process for switching providers - I amhowever expecting them to admit they are partially at fault for an issue which has caused me a lot of problems and to compensate me for that.

Not sure why you refuse to believe BT could do anything wrong 😂😂