Sorry to hear of your problem. I could ask the mods to respond, but to be honest it won't be any quicker as they are very busy and deal with cases in strict order of receipt.
I've just spent some time replying that the same thing happened to me, but without any warning from BT, and it took me over 3 weeks to get reconnected, only for the system to reject what I'd written. I have had 5 different days for reconnection before it happened last Friday, supposedly on a new 18 months' contract which I did not request and whose terms were not supplied. I also had dreadful trouble trying to get anyone to respond from BT: promised return calls not made, others cut off while I was on hold and emails ignored.
But then as I was writing, I did get a call from BT and, luckily, I saved what I was telling you about the call for future reference.
I was writing this when I finally got a call from BT, from someone in the Executive Level Complaints department, so that is a result of my email to Gavin patterson , the chief executive . Some other company said I wanted to switch suppliers, allegedly, and it all stemmed from there. She claimed that I was sent a "sorry, you're leaving" email with instructions what to do if I'd changed my mind, but I never received it. So, I didn't reply and BT went ahead and cut me off. Once I was cut off the system treats me as a new customer with a new contract and so on. In reality, I am still on my old contract which runs out in September, even though all the blurb from BT says (new) contract for 18 months. There's no reconnection charge (the email about my new contract said I would have to pay £49) and I'm getting an ex gratia payment for all the trouble.
How can another (unnamed) company ask for my disconnection and BT then rely on one email (undelivered) to go ahead with the disconnection? How I am supposed to know that the rigidity of the BT system means that I get all the emails about my new contract, when in reality I am still on the old one? I think I was told "That's just the way we work, but you wouldn't know that." Exactly. It seems obvious that BT has no way of cutting through its own red tape when things go wrong and the customer is left in total ignorance of what is going on. There's a lot that's wrong and I may still complain more.
From my experience, therefore, I would suggest you write directly to the chief executive and you could get a result, though it might take a few days.
I didn't even have any details of the package I was supposed to be getting, just the awful chatty message about
“Hello. Here's what you're getting and what will happen when. There's lots of good stuff in here, so keep it somewhere safe." It didn't even give any prices.
It was only when I got the phone call from the Exec Complaints individual that I was told that I am back on the previous contract.
Like you my emails were ignored, no one called me till the Monday evening call. Since then I've tried to find out who tried to "slam" me, but again my email has been ignored. So I've written to the Chief Exec again this morning, but there has been no response so far.
Sorry to hear this, GeetaG, but based on my experience I'm not surprised. My inquiry for the identity of whoever "slammed" me has been completely ignored.
I am sorry that we have not been able to get your services back up and running. Do you have a team dealing with your complaint? If not, I would like to offer you our help. We will do all we can to help you.
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