Nonsensical messages from BT

[Disgruntledx]

After some recent bizarre interactions with BT, and a good offer from EE (yes I know it is the same Co.) I am changing back to EE to supply my broadband. This morning I receive a message from BT saying:

“ Hello, BT here. We called as another customer wants to take over the services at your address on ………. If this is correct reply YES, if it’s not reply NO.. If you would rather talk about it, please call 03301234150”

Another customer does not want to take over my services, however another supplier does. If I reply YES, which feels necessary, I am not sure what would happen, if I reply NO, (which would be correct to the inappropriate question), I fear it will stop the transfer, so I decided to call the number to talk about it. 

Calling does not result in talking to someone it results in an email, followed by a link to an online list of options which are not fit for purpose. 

I do find it extraordinary that a communication company continuously fails to communicate with clarity. 

I am not prone to anxiety but pity those who are if faced with all this ambiguity and miscommunication. I do begrudge the waste of my time when a time taken by BT to look at messages from the recipient’s perspective would result in such a higher level of customer service. 

Grumble over - hopefully I will still have phone and broadband by the end of March. 

[imjolly]

BT and EE are separate companies within the BT Group and are treated completely independent.  If you went direct to EE and wanted to switch your BT broadband to EE then you are being treated similar to a new customer and EE have informed your existing ISP - BT that they have an order and are taking over the line.  BT have therefore informed you and if that is ok then you don't have to do anything.  However going straight to EE will probably result in termination charges from BT if you are still in contract or did not give sufficient notice.   you should manage to get any charges waived after contacting BT

The correct way was to go to BT and when negotiating your new contract agree to switching to EE which the guide would be happy to help you with and avoid ETC

[Disgruntledx]

I rest my case! 

Thank you taking the time to respond however, you have not to commented of BT’s misuse and confusing use of the term customer and supplier and you gone on to tell  me I have been incorrect in going to EE to negotiate a new contract. 

I am fully aware of fees charged for early termination of contract. 

[imjolly]

@Disgruntledx 

I am not telling you you have been incorrect in going direct to EE to negotiate a new contract but by doing that you have triggered the message from BT that someone (BT don't know it is actually you) is trying to take over your line which is the correct procedure set out  by OFCOM

[Disgruntledx]

May be try it from a customer’s perspective?

BT must know that it is the supply being taken over not the customer changing. Maybe they could just ask if I am certain I wish to terminate their supply? 

[gg30340]

BT are doing exactly what it and any other Internet Service Provider (ISP) has to do as per Ofcom guidelines. 

BT Retail, your present supplier has no idea that "the customer" is not changing or who that customer is. If they did it would amount to a breach of GDPR laws if EE was sharing your information without your permission. 

All they know is that another supplier has a customer, in this case EE who are a completely separate company from EE, are wanting to take over your line for one of their customers which in this case is you and they are advising you accordingly and all you needed to do was click the YES box because you obviously knew that you were changing supplier because you instigated it.

This procedure is to prevent "Slamming" the dubious practice that some ISP used to take over other peoples lines without the permission of the present line holder and by clicking NO this would have stopped the line being taken over.

I am sure you would have something to say regarding it if practice of "Slamming" happened to you rather than what has happened in this instance because the safe guard is in place. 

[Disgruntledx]

I appreciate your efforts but you are not referring to my point at all. I will come off this forum now.  All I am asking for is appropriate use of terminology. 

[chrisjp]

"BT and EE are separate companies within the BT Group and are treated completely independent."

This is true, but only when it suits BT to claim this independence.
If you're nearing the end of your BT contract and go to EE to seek a new one with them, you won't be offered the attractive deals that EE offers to new customers. The "deal" you'll be offered will be typically twice as much per month, as you will be treated as an existing customer. EE can do this because it has access to the joint BT-EE database of customer addresses so it can see that you are an existing customer of BT.
So the argument that BT doesn't know that you're an existing customer when you seek service from EE is simply wrong - it does. That being the case, BT really needs to get its communications with such customers to reflect reality.

[allanraymond]

@gg30340 

Just to mention in your response you wrote ".... in this case EE who are a completely separate company from EE.." I know what you meant to write.

[allanraymond]

@chrisjp

I have to agree with your assessment of the closeness of EE with BT. Although they are separate entities within the BT Group they are very much aligned in the objective of moving residential customers from BT to EE. Even the moderators on this BT Forum work for EE rather than BT (unless they advise otherwise).

This closeness of EE with BT is entirely different to that of Openreach with either EE or BT. Openreach is an arms length company within the BT Group.