Hi there,
On the 13th of September, I received an email saying that another provider had informed BT of my intention to switch to them, and that my internet services would stop on the 28th of September if I did not get in touch with them. I have never considered changing providers and did not request such a transfer at all. The next day (14/09/23, 15:23), I called BT Customer Services as per the email instructions to inform them that I did not make this request, and I would like to continue using my BT broadband. The advisor told me that it must have been a mistake in the system, and they would get this sorted out as soon as possible. I even asked them to look into it seriously, as both my partner and I heavily rely on our home internet for work. They explained to me that since the request to switch providers was so fresh in the system, I needed to call the next day to request this again. I did as requested and called the next day (15/09/23, 14:37) to ask them to resolve this for me. I was then assured that the advisor had initiated my new order and that the request to switch providers was canceled.
Yesterday evening (28/09/23), our internet cut off at exactly midnight (00:00) with the hub showing a solid orange light, we instantly knew that BT had stopped our internet services as the e-mail stated that if we do not get in touch, our internet will stop on the 28th. This morning, I called customer services several times, hoping they could resolve this quickly due to my prior notice and contact with them. Unfortunately, the advisor said that it seems like another provider has taken over my line, and they would need to request Openreach to take over and start new services on my line again. My concern is that even though I had contacted BT Customer Services to advise that I did not make this transfer request, it was still completed, and now we are left with no internet and, to make matters worse, tied to a new 24-month contract. This all came out of nowhere, and I did everything on my side, making multiple calls to ensure that BT is aware that I intend to stay with them. Yet I am now without internet, and I have no idea when it might be restored, as the advisor said it usually takes some time. I am very frustrated and disappointed, to say the least, with the way things have developed and I have been let down by the customer services so far as they seem like they just promise everything will be sorted but take no action.
Can anyone assist in any way or let me know how long I will be without a connection? Any assistance is greatly appreciated.
