BT have cancelled my broadband and landline twice with no excuse or reason

[CC_Sevenoaks]

On Friday 13th June BT sent me an email saying they were cancelling my broadband and landline account. The email was sent at 10.14 and it happened immediately. 
I called customer services who apologised but had no excuse and said the only option was to open a completely new account. I agreed reluctantly as I wanted this sorted asap. 
Later that day I called customer services to escalate the complaint as I was at a loss to understand why after over 20 years my account would be closed. One employee suggested maybe I had been “slammed”- I perhaps had spoken to another broadband provider and they had sent my details for change of provider to BT. I assured him that was not the case and he could find no evidence of the usual emails or letter that would have been sent to me talking about my cancellation to check that is what I wanted. So I was left bemused but had been promised my “new” BT account would be set up by Wed 18th June. 
I went online this morning to check the status of my order and it said it had been cancelled further to my request. I again called customer service, took 3 attempts to finally speak to somebody who could hear the call and he said he would talk to Connections and to stay on line. After 15 minutes he told me that an auto cancel had been set up on my account and he had managed to sort it. However I had to wait for this to clear overnight in their system and have to call customer service again tomorrow, Wed 18 June and start the whole process of opening an account. I was stunned yet this person seemed to think he had been a hero to sort this in just 15 minutes. I explained that I had spent hours in the phones since Fri 13th trying to sort this and I really did not believe him but I had no choice and would try again tomorrow morning and open another account. Has anybody else ever had these excuses?

[Peter_W]

Good morning @CC_Sevenoaks.

Welcome to the BT Community, and thanks for taking the time to share your experience here, too.

Slamming can often be accidental - sometimes it's as simple as another customer making a mistake with their order and submitting your address. Usually this can be corrected easily, though.

Please keep us posted on how things go from today.

Peter

[TimCurtis]

@Peter_W 

Usually when there's a request to cancel an email is sent out and nothing will happen for 30 days. Never would it be immediate.

@CC_Sevenoaks 

If this gets sorted with a new account you'll back into a new 24m contract which I suspect you'd prefer not to have.

I'd email the CEO - Allison Kirkby (email address easy to find) - and raise a complaint that way. That'll be handled by the executive Complaints team who will resolve it for you.

[CC_Sevenoaks]

It was not slamming- the BT operative could see on the account this had not happened.
I still have no broadband and landline. I have opened my 3 rd BT account in 6 days- and applied for Broadband and landline again-they are now saying it will be operational by midnight on Monday 23rd Jun.
I now have 2 smart hubs, another is due tomorrow and 2 return envelopes are on the way for the smart hubs i received on Monday and March ‘25.

[CC_Sevenoaks]

Thank you- I will try it now.

[CC_Sevenoaks]

@TimCurtis 
I Have emailed Allison Kirkby and received a response that it has been forwarded to the Executive Complaints team. 
@Peter_W 

BT never sent prior notification of the account being closed. The email was sent at 10.14 and we lost the account almost instantly.