Mobile account lost in the ether

[Mikeybo]

Hi

I switched my sims from BT to EE over a week ago. I cancelled the transaction almost immediately. I informed BT and EE. I want to stay with BT, but they have closed my account and say they cannot reinstate it. The issue has been escalated to the Critical Team, but I cannot get any information regarding a way forward. Meanwhile, my wife and I cannot connect to 4G. Please can anyone advise how I might raise a complaint or speak to someone above Tech level grade 1?
TIA

[Christopher_G]

Hi @Mikeybo 

Welcome to the community.

You've done the right thing in contacting our support team, and it sounds like they're trying to fix it. They may have opened a complaint on your account already, but if they haven't, you can do so here on the Make a Complaint page.

I hope you're all up and running soon.

Chris

[Mikeybo]

Many thanks for your prompt reply. I am concerned by the lack of communication. I have heard nothing officially regarding an investigation into the problem and I have no idea what the time frame is. Is there any way of getting a progress report? If I could talk to someone, I may well proceed with the move to EE if it would resolve the issue more quickly. I had not realised what a can of worms I was opening when I cancelled the move!

Regards

Michael

[Peter_W]

Thanks for confirming all of that @Mikeybo, I can totally understand your concern if you're without any service at the moment. 

There isn't a specific way to get ongoing status updates if we've raised something for an investigation internally, as quite often these sort of issues are out of process and need action from specialist support teams. 

When we have a specific update someone should definitely get in touch, but if you did feel that a lack of ownership was being taken, the complaints process @Christopher_G mentioned is definitely the way forwards. 

When you raise this with our Executive complaints team, you'll be assigned a handler for your case that you can check in with directly for any updates.

Peter