Forced switch from BT to EE

[Jane2018]

(When my landline was down last year for 4 weeks every Friday BT said the issue had been resolved when I logged on. It was only 4 weeks later when they solved the issue which applied to others in my area too, that they got round to texting the mobile number  had provided and only to say all was now well. So this closing of issues, this blatant lying whether by BT or a bot /  AI seems quite common practice)

[chrisjp]

These sorts of forced, and un-authorised, migrations from BT to EE make me wonder about the conduct of some of BT's sales agents. They are all on commission to convert customers from BT to EE - could some of them be initiating these conversions themselves to get their commission?

[Logiess]

Yes, unfortunately it does seem to be that way.

It is very annoying and I will take this matter as far forward as I can; it worries me how some people in a vulnerable situation will be treated by the likes of BT and EE.

[Logiess]

Yes, I think that may well be the case. Commission driven to the point of blatantly disguising the truth, duping and downright deception.

[garybs29]

Oh for gods sake, I've heard it all now. It will not have been a commission driven switch.

When you login you still get prompted to switch to EE so chances are they are still trying to move customers & it's a legitimate switch. Did it start a new contract or leave it on the same end date?

[Logiess]

I managed to speak to someone at BT yesterday by using my BT landline to call rather than my mobile. That gave me more options than I was given on my mobile - using my mobile automatically generated a text link which I didn’t want as I wanted to speak to a human being. 

And they confirmed what I thought, that the migration had been done automatically from their end without my permission. So I’m not convinced it wasn’t commission driven. Or incompetence. Or both.

I was informed (as I was with EE) that I can revert back to BT but not under the same price - so rather than £22.99 I would be charged £29.99 - despite the fact that I didn’t request this migration. It beggars belief.

I have written a letter of complaint to BT and will wait to  hear their response. 

[TimCurtis]

@Logiess 

I don't know who you've written a complaint to but the best option is to email the CEO - Allison Kirkby - whose email is very easy to find or even guess seeing as she's the head of bt.com. This would then be handed to Executive Complaints - think that's the name - and they are very good at handling things.

[Logiess]

Thank you for that information, I will find Allison Kirkby’s email address and also email. The address I found was on the BT “make a complaint” page - it’s a PO Box address and I suspect a reply from that will be long in the waiting. Thank you.