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quasimodem
Aspiring Contributor
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Message 1 of 9

BT won't close my account down.

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I've just recently transferred my phone and broadband to TalkTalk, and I have to say that early indications are that I've made a wise move.

 

I contacted BT customer services today to try to find out how much my final bill will be.

 

BT operator stated that they have no record whatsoever of my transfer. I tried explaining that the transfer had already gone through, and I was actually calling from my new Talktalk phone/line. She suggested that I go back on to TalkTalk and tell them that BT haven't received a transfer request. Talktalk insist it's an impossibility that BT do not know given that my new TalkTalk line and phone have been activated.

 

It looks to me like I'm stuck "Pggy in the Middle" and yet another example of the very poor customer service that BT provide and a vindication of my decision to transfer across.

 

My problem is that I don't want to end up paying line rental and Broadband to two different suppliers so I intend cancelling my direct debit to BT and let them whistle for any outstanding moneys I may owe them.

 

Knowing BT, they will then pass it on to a debt collection agency. Smiley Sad

 

Can anyone suggest the best way of dealing with this situation?

 

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: BT won't close my account down.

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Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators


john46 | BT.com Help Site | BT Service Status
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quasimodem
Aspiring Contributor
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Message 3 of 9

Re: BT won't close my account down.

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Thanks for the link John46. I have sent an email to the forum mods and I am awaiting their reply.

 

One further bit of information. I contacted TalkTalk and informed them what BT had said. The TT operator confirmed they had informed BT of the transfer and stated it was an impossibility that BT did not know my transfer had taken place.

 

Now I don't know the workings and procedures that BT use, but I would have to agree with the TT operator. 

 

It's BT's system, how can they not know the line has been transferred?

 

Looks to me like BT trying to squeeze the last drop of blood out of me.  Smiley Sad

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quasimodem
Aspiring Contributor
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Message 4 of 9

Re: BT won't close my account down.

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I have just been in contact with BT Live Chat. The problem was caused because TalkTalk created a brand new phone line and account meaning I actually had two seperate phone lines. They have now arranged to cancel my BT account.

 

Thanks again for your help John.Smiley Happy

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Distinguished Sage
Distinguished Sage
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Message 5 of 9

Re: BT won't close my account down.

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glad it is now resolved for you

john46 | BT.com Help Site | BT Service Status
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quasimodem
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Message 6 of 9

Re: BT won't close my account down.

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Partially resolved John....

 

BT are now charging me a full 30 days notice as opposed to the normal 14 day notice when transferring to another ISP.

 

I promise, I will NEVER come back to BT ever again.  Smiley Sad

 

 

 

 

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Distinguished Guru
Distinguished Guru
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Message 7 of 9

Re: BT won't close my account down.

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From your posts on 26 June:

 

#1: "The TT operator confirmed they had informed BT of the transfer ..."

#2: "The problem was caused because TalkTalk created a brand new phone line ..."

 

And you're blaming BT? Best of luck with TalkTalk then.

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quasimodem
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Message 8 of 9

Re: BT won't close my account down.

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You conveniently missed out my other comments from 26 June...

 

1. "It's BT's system, how can they not know the line has been transferred?"

 

2.  "Looks to me like BT trying to squeeze the last drop of blood out of me"

 

 

 

I stand by my comments!

 

 

Goodbye BT!    Goodbye BT Forums!    Smiley Happy

 

 

 

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Distinguished Guru
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Message 9 of 9

Re: BT won't close my account down.

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I didn't miss the other comments, I ignored them as they are irrelevant. The lines are operated by Openreach; although that's part of the BT Group its relationship with BT Retail (whom you deal with) is precisely the same as it is with other communcations providers, including TalkTalk. In other words it's not "BT's system" in the sense you implied.

 

Ta ta.

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