Broadband taken over and internet switched off without consent

[brodie001]

On the 22nd of November I received an email saying that “someone wants to take over your line”. It further stated that another BT customer wanted to take over the home phone at my address on the 5th of December. It then said I would have to pay a charge of £337.14.

I then called the number provided and said that I didn’t want this to go through and the person on the phone said that it would be resolved. Since then, my broadband has been cut off and it says that I need to pay these charges.

I’ve looked around the forums and seen similar things happen and heard about a priority backup service and was wondering how soon I could get my broadband back up. This shouldn’t have gone through in the first place and the customer service didn’t resolve it before the broadband was cut off. Thanks

[Keith_Beddoe · Accepted solution]

You need your case to be referred to the PBIS team, you could try ringing BT and asking for that team.

This problem usually occurs if you are living in a block of flats or apartments, and somebody selects the wrong  number.

[licquorice]

That's how the initial problem arises, but a simple phone call should be sufficient to stop the takeover. That's why an email is sent and the option to stop the takeover given.

There is no excuse for this happening.

[brodie001]

Yes I know, I received the email and made a phone call, then was told that he would sort it out. Unfortunately it still went through somehow and I am left with the bill from my contract and on the My BT app it seems that I don’t have broadband.

[iniltous]

Although the old NOTS ( notice of transfer ) wasn’t perfect , there was a reasonable assumption of the method required to stop a slamming attempt , a mistake ( someone mis-identified your address as the one the one they actually wanted ) or even a malicious attempt to cause you inconvenience , that  was you called the number on the ‘sorry to see you leave’ communication and it was possible for your existing provider to cancel the order made by  the other provider , ( even if coincidentally it was  the same provider as yours being used by the person making the order   ) but the migration system is now OTS ( one touch switching ) , and they boast about getting transfers done quicker , even same day transfers , so the backstop of getting a communication and around 10 days to cancel someone else’s order that will affect your service may not even exist anymore …..without knowing what the safeguards are  ( or lack of them ) built into the OTS system, blaming BT is a little premature, you may simply be collateral damage in the regulators desire to get customers switching between providers…..TBH , if you address was misidentified, did a package turn up at your address ( a router for the customer that misidentified your address ) ? 

[brodie001]

No, I haven’t received anything from BT in the post. Houses are being build across the street from us and they are just trying to get broadband for themselves. BT then sent me these emails notifying me of it and letting me know that I would need to call to cancel. I did this within the time required and my broadband service has been cancelled, I am now left with a bill from my contract because the people across the road just wanted new broadband and didn’t have any beforehand. From my perspective, BT notified me of this, ignored my cancel request and let other people cancel my service for their convenience. I called the number on the notice email first, then was told it would be taken care of. Now I am left with no broadband. It seems BT has a problem with this system as the people across the road were only trying to get broadband and therefore cancelled my contract and left me with a bill for the remaining contract and no broadband. 
Is there any way for BT to fix this and return my broadband and previous contract without the bill. I also have records of me calling them in the first place and being told it would be taken care of.

[Lesley_W]

Hi @brodie001 
 

Welcome to our community.

I'm sorry this has happened and you haven't had this resolved when you called. If you can give our team a call, they will be able to look at the steps they need to take to get this rectified.

Lesley

[brodie001]

Hi, yes so am I, I spent 3 hrs trying to sort this on my honeymoon from New Zealand I can’t call and tried to get this sorted via the message box but this couldn’t be done I then had to FaceTime my sister to call so I could speak to you over her phone she has Down’s syndrome and this was very stressful for her the guy said he was sorry but couldn’t see why I was cut off as no one was taking over my line and I am not moving and I phoned to tell you this now against my will I have had my account closed and had no alternative but to sign up again for 2yrs so the person looking after my dog can have internet and also now getting emails to send my old kit back or be fined this is an absolute farce and I will take it up when back in January and should expect some form of compensation

[Peter_W]

@brodie001 I really appreciate this is the last thing you would want to be worrying about when on your Honeymoon. 

I'm confident our team will be able to get this resolved for you, but if you were looking to get this raised as a complaint for when you return, you can find all the information you need to know here:

Our complaints code of practice

Peter