So, around the 20th of August I received a letter from EE stating that they were in the process of switching my phone line service to their own.
This was apparently in error and they were notified of this, as were BT, within ten days of the date provided on the letter from EE.
An ofcom complaint was also filed on the 1st of September (I was suspicious of EE, as I'd never made an application with them and they failed to address their intended client by name so I assumed this was a case of them slamming customers in bulk). I'll be quoting from their official response to that complaint below.
So after hearing back from ofcom it turns out this may genuinely have been an error on the part of EE:
Turning to the information from Openreach, it suggests that EE took over your line on 3 September 2014. It also appears the transfer was performed in error, rather than intentionally.
When a consumer’s line is transferred without their permission, this is known as ‘slamming’ which is a form of mis-selling. Regarding an erroneous transfer, this can happen as a result of a consumer having their line switched accidentally. More commonly, it can occur when a customer has requested service but instead it is supplied to a neighbouring house.
This is primarily caused by current limitations in providers’ systems not reliably identifying the new property and therefore the wrong property is accidentally targeted for takeover. It would also mean the account would not be in the original customer’s name. Even so, an erroneous transfer is still not acceptable.
However... My line has actually been disconnected. This is despite calling BT and telling them not to disconnect my line, and no correspondence was received from BT to notify me of this disconnection until two days after it occurred.
On calling them to complain about this, on the day they disconnected the line, I was passed to a sales team who told me to wait two days and that they would call back. My issue would be resolved and it would take ~15 minutes.
So, after waiting two days they called as agreed. The call was from this point forward treated entirely as a sales call, offering me the standard three month introductory reduction of a few pounds per month "as an apology", and selling me up front line rental (I presume they are targetted on this) on the grounds that it's "what I had before" (it wasn't).
So eventually they set me up a new account and contract, with a new waiting time for reconnection of 14 days (plus the two days prior I spent disconnected). The complaint was not logged and no mention was made of the emergency reconnection service:
I can only assume from this, and from other forum posts, that BT have chosen not to incorporate this into their procedure for reconnecting clients. Which begs the question, why the hell not?
There was also no mention by the agent I spoke to of their code of practice regarding erroneous disconnections:
In regard to their correspondence regarding the disconnection: I do especially like the way that they only bother to send letters and emails regarding them charging you for disconnection. Absolutely no warnings or notifications prior to disconnection (which according to ofcom's website, should also be sent by your current supplier) and my phone call to them to tell them specifically not to disconnect me was completely ignored.
Anyway, I thought I'd post on here as responses from the online complaints submission form are slow as hell. Hopefully a mod will pick it up as they appear to be quite competent based on responses to other forum threads.
Plus at least this way my issue will show alongside others in google search results (and oh my, does this appear to happen a lot.)
Thanks for posting. Sorry you've had such a bad experience. I'll take a look into this for you. Drop me an email with the details. You'll get the 'contact us' link in my profile.