Broadband takeover without my consent

[Neutral]

Just a thought, I lost my broadband with another company for a short while, but used my phones tether abilities, and was able to use it as an emergency stopgap. It clearly depends on the phones capability to produce a fast enough tether. If that incurs any extra cost, maybe BT could help. 

[DanielS]

Hi @Switcher,

Thanks for reaching out to us.

I am so sorry that your line was disconnected even after you contacted us to prevent it.

I've sent you a private message that you can reply back to my team on. It's taking us a few working days before we can reply but I'll try and get this started for you once you reply to me. We will also be able to sort that contract term out for you too.

Thank you

DanielS

[Switcher]

Thank you for your quick response Daniel, I have replied to the private message with the requested information.

A quick update on this is that the Opeanreach team have sent me an SMS asking if I would like to keep using the existing line for the new services or if we need a new line I have chosen to use the existing line and have fingers crossed that this will get sorted out rather sooner now than the 11th of Oct. I really appreciate everyone's help here.

[iniltous]

Possibly won’t help in the resolution of this issue , but did you receive an unsolicited package to your address from an ISP  ?, if someone mistakenly used your address instead of their own and ordered service that moved your service to this new ISP , (and obviously the opportunity to cancel their order was missed , even though you did advise BT of the error ) I would have thought it likely that whatever ISP this person used would have posted out a router for them ,  and if they had your address ( instead of whatever address their customer should have given ) then the post person  or a courier would have delivered that router to your address ….

[DanielS · Accepted solution]

Thank you very much @Switcher.

We will pick this up properly for you during the week and help with the contract side of things.

I do understand the urgency of this which is why I put through a fast track request for Monday.

It looks to have been accepted so hopefully it will be back up and running on Monday between 8-1pm.

Please, feel free to drop me a line on Monday late afternoon.

Thank you

DanielS

[Switcher]

I have not actually seen any other ISP equipment being delivered to our address or any ISP technical team outside the house trying to install anything. We live in a three-story semi-detached Victorian house, and there is another flat on the same floor as us, as well as a couple more flats below and above us. So, I assume it is easy for one of our neighbors to unintentionally select the same address that we have (that is just my guess, I have no idea if this is malicious or unintentional, or who the potential new provider is, as I got asked this today by BT CS as well).

I have high hopes now since Openreach has been notified of this, and on my BT package tracking, the broadband order installation estimate has changed from the 11th of Oct to the 2nd of Oct, which we can work with.

I appreciate your quick responses, Daniel, and that you understand the situation we have been put in. Now that you have taken action, it feels more like a reasonable resolution is being acted upon, and I thank you so much for that.

[iniltous]

TBH , it’s simply trying to joint the dots , if for arguments sake a neighbour was moving their broadband to Skytalk and mistakenly picked your address ( or the ISP did ) and the order never was cancelled indirectly by you responding to the ‘sorry to see you leave’ email/letter then usually the gaining provider would sent out the equipment for their new customer , you would never see this company around as they use Openreach and they had arranged a migration , BT to themselves , which doesn’t require an engineer visit from Openreach anyway.
The reason for asking was that if a parcel had arrived at your address , from ‘Skytalk’ but the name was on it was a neighbours name ( only useful if you know the neighbours ) at least you could identify who made the order , and obviously they would have been expecting their service to begin with Skytalk but never would  have .

If no router was sent out it could indicate that your attempt to stop this happening was partially successful in that Skytalk didn’t sent out a router to their customer ( with your address on it ) because they were informed that their order had an error so it was cancelled by Openreach, but wouldn’t explain why you still lost your BT service 

[Switcher]

Yeah, I understand what you mean and I am not sure either what happened as we were no less surprised that our services stopped even though we went through numerous chat advisors and over-the-phone calls with the BT CS team. 

I would assume that it could be that someone collected their equipment without us noticing as parcels are usually left on a table in the Halls if someone opens the door from their flat.

[Switcher]

Hi @DanielS 

I spoke with BT Customer Services at 13:11 for an update and they promised to check with openreach and get back to me, but we still have not had any updates and our Internet line is still disconnected.

[Switcher]

Hi there,

Update today is that an openreach engineer visited and said that our line was indeed used by another provider. He managed to create a new line and resumed our services so crisis has been averted.

Thank you so much to the MOD Daniel who fast tracked this and for the members that helped me out so much to figure this out.

I appreciate everyone who reached out.

Best wishes!