I am currently having a considerable amount of trouble with BT regarding a provider swap.
I ordered a new package from EE back in November and was informed both broadband and phone line would be transferred by the 17th of November.
Subsequently i have been billed by BT on the 20th of December 2012 (it turned up on the 29th), for line rental for between 20th December 2012 to the 19th of March 2013.
This should not have happened as my new provider is EE.
I called BT customer services on the 2nd January 2013 and was told, they had no record of a request to transfer the phone line to EE and could not amend the bill. Subsequently refering me back to EE to resolve the issue.
Upon calling EE i was informed that they had contacted BT and were told that BT had lost the initial application and were given a new date for transferral of the 16th January 2013 from BT Openreach, they also gave me the Openreach reference number 5-5-25622170157.
I then recieved a reminder to pay the 'outstanding' BT bill dated 1st January 2013, arriving on the 5th of January 2013.
I then got back in contact with BT again this morning. BT still insisted that they had no record of any contact from EE regarding the line transferral. Further to which they refused to accept the Openreach reference number and the EE request reference number.
I was then transferred to the disconnections department who asked if EE were installing their own line to the property!
The young gentleman on the phone sounded rather unknowledgable and very unhelpful as he also refused to believe that I had even contacted EE with regard to this matter and kept repeating himself that i should do so to resolve this issue.
He also refused to even take down the Openreach reference number or check up any further details of this case.
I then proceeded to contact EE, again, who seemed rather perplexed by the whole ordeal and said they had been in contact several times and requested the line be transferred to them. With themselves being in possesion of the Openreach ref number i am inclined to believe them.
I then got back in contact with BT, reported all this to the advisor on the phone, who again refused to believe that i had been in contact with EE and refused to take the Openreach reference number. She did however inform me that the bill needed to be paid by the 16th of January 2013!! (<---changeover date from EE?)
If i do not pay the bill by the 16th then i will recieve late payment charges.
I await your speedy response.
Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
Thankyou for the replies!
Its just left me stuck as neither party are offering any help at all, and surely you can see how frustrating it is? Especially when both sides say you need to speak to each other. I just need a clear path to follow.
Im sat here waiting for the 16th to occur, on the 17th i get late payment fee's for the bill.
I do not wish this to happen so :
1. Am i best paying off this new BT bill, then filing a claim to get back whats owed to me after it switches (if it does)?
2. Do i ring EE? If so what do i need to ask?
EE currently say the service is scheduled to change on the 16th. BT however still say they have no record of this.
What do i do???
Did you contact the forum moderators on the BT Care link I gave you?
Yes, i sent off a message yesteday and linked back to this thread also.