BT Guide Accidentally cancelling my BT Account of 12 years - Urgent, FAO Moderators - Thank you

[flytothemoon]

Today I rang BT to cancel the change over to digital (delay), I then logged into 'My BT' and as I logged in next to where my account number is on the top right hand corner it said my Account number (inactive), I do not want to cancel my BT Broadband and Phone, I also have 5 email addresses under that Account which I have had for 12 years, and one of them my elderly parents use - they are going abroad next week - I spoke to Polly in the Digital Voice Team this morning, and the lady has gone and cancelled my BT Account,

At the time of writing, I am on the phone to Tony in the Billing department who has just confirmed the account will be cancelled possibly immediately today if not on 26th February (the date it was due to change over to digital which I have cancelled).

I am not in a contract just have broadband and phone line (pay monthly on receipt), Tony has just informed me that Sales will now have to set up a new account and put me in a contract - which I do not want.  I just want to keep my existing account with broadband, phone line and the 5 email addresses that I use.

Many thanks.

[flytothemoon]

Just a quick update if any Moderators kindly read this post, I spoke to an agent in the Values Team, who has said that my account was being moved over to digital, but he could see that I had not been contacted prior to this. The agent in the value team has confirmed that the account will remain the same, and that within 48 hours of my logging into MY BT the (inactive) message by the Account number will disappear.

It appears that when I rang to cancel the move to digital earlier in January the Agent I spoke to did not do this.

I would really appreciate a Moderator looking into this for me, as I received no communication prior to this, and have had a text today to say that I would still be going ahead to the digital voice change over. I have a complaints reference number, the name and User ID of the Agent in the Values Team, who confirmed that they have had to raise a new order just to keep the PSTN line and existing package that I have (which is not on a contract).

Many thanks.

[imjolly]

@flytothemoon 

the forum mods no longer have account access so you will need to continue contacting the people/departments you are already communicating with to sort out your account problem

[flytothemoon]

HI imjolly,

Thanks for the update, I have reached out to the communications ombudsman today, it is a total fiasco, I appreciate the emails are free, but to just accidentally cancel an account in error is just not good enough.

Many thanks

[Ali_A]

Hi @flytothemoon 

I'm sorry to hear your Broadband has been terminated prematurely. I can understand how concerning and inconvenient this can be. 
 

I'd like to get this looked into so I'll send you a private message for more information. Can you have a look and get back to me when you can. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Ali