Hello, BT here. We're sorry to hear you want to leave us - news to me...again!

[abloater]

Hi

For the second time since renewing my bt broadband contract in January, I've received email and texts regarding leaving bt; which, again, was news to me.

After having to go through this pain last month,  I received another "We're sorry to see you go" email yesterday (06-02-23).  I phoned the number quoted and spoke to someone who advised me that he had sorted the issue. But, as he seemed to be more interested in trying to sell me both a better broadband deal and a mobile contract, I wasn't getting that warm glow.

So I phoned again today and it appeared that my call yesterday hadn't resolved the issue. I was advised that it had now been sorted. However, within a couple of hours, I received a text - "Hello, BT here. We're sorry to hear you want to leave us" 

Can anyone please advise how I can confirm that my broadband won't be cut off at the end of the month?

If this continues, it might be a relief to part company; especially as Vodafone can provide FTTP while BT can only offer copper - that's for another post.

Thanks

[DanielS]

HI @abloater,

I am so sorry to see that you're getting these messages.

This can happen when another person has been placing an order to take over your services. In my years of experience, this is usually with a different provider. I mention this as we wouldn't be able to track the person placing the orders. The other party usually gives them your address instead of their own. This can be something as simple as them giving the number 44 instead of 4 or they could be in a flat with a similar address but missed out the key word being flat. Other times it could be the same number and street name but a different post code.

We can't stop you looking to move elsewhere which is why we have to treat each takeover request as if it's coming from you. That's when we have to send you a message stating that we are sorry to see you go and letting you know your options. If you did decide to leave for another company, the same thing might happen with them should this third party continue to try and get services at your address in error.

The advice of transfer should be cancelled by the last adviser that you spoke with. If you would like my team to check to be 100% sure, let me know.

Thanks
DanielS

[abloater]

Morning @DanielS and thanks for the prompt response.

That would make sense. The first email/text, received in January, was probably instigated by me; I signed up with Vodafone then cancelled - change gets hard to handle the older I get - and renewed my BT contract.

This week's ones weren't down to me.

If it's not too much trouble, I would appreciate a further check.

Thanks again

Alan

[DanielS]

You are very welcome @abloater.

Thanks for getting back to me.

I have sent you a private message where you can reply back to me on. One of my team will go over your account with you and let you know exactly what's happening and help you if needed.

Thank you
DanielS

[NeilO · Accepted solution]

@abloater Many thanks for speaking with me today, I can confirm the transfer has been cancelled and your services will stay with BT.

Neil