I have no idea what to do

[rainbownurseryltd]

I have a business and a complaint that has been running for three months. 

The details of the complaint are too long to type in full here, but I have reached a point where I don't really know what to do.

At some point in the past BT has combined our account with that of a complete different business with the same (you'd think this is a fairly common occurrence).  As such they made changes to our account that were meant to have happened to someone else's. This happened on 03.03.2025. It has been established with BT (they listened to the call) and established that someone who doesn't have anything to do with our company made requests that were then carried out on our BT account. Part of our service was removed in this happening, and when BT established that they had made an error, I requested that they reinstate the service, after many weeks they told me that 'the system' wouldn't allow it (even though it was service that we had previously had), My feeling is that it was too much work to get it done, I can't really believe that 'the system' is the ultimate authority at BT and the humans have to do as it says.

Every time I have called BT in this period, I seem to have to explain the whole situation from the beginning (despite being told that people are adding things to the 'notes', I have no idea what these notes must look like).

Many hours have been spent on the phone, and so after being told the issue had been resolved, I have decided to leave BT (I can get an equivalent service for around £50 cheaper per month). But, I have now been told that I am in contract, because the person with nothing to do with our company, signed a contract for 2 years (presumably for their own business).

So I am now speaking to people to confirm that they have allowed a contract to stand that was incorrectly actioned, and they are telling me that he is still authorised on my account (despite being told that this has been done in error at some point).

I can't believe that a company of this size can make errors like this. It's shambolic and makes me wonder if there is really any system in place. I don't really know why I have made this post, it's cathartic to layout some of the frustration. My faint hope is that someone in a position of authority sees it and it opens their eyes to the failure of the systems in place. I very much doubt that any good will come of it, but it kept me busy while I was talking to a BT member of staff for 50 minutes to be told that someone will call me back.

Thanks for reading this, have a lovely day.

[imjolly · Accepted solution]

this is a customer help customer residential forum and as a business customer you need to post here https://business.forums.bt.com/

[pottyperson]

This is the forum for BT residential customers; you need to go to their business forum at https://business.forums.bt.com. The service for business customers is supposed to be enhanced, but not always it seems.

EDIT: Snap!

[rainbownurseryltd]

Thanks for the help, I have posted this in the business form.

[iniltous]

Although as stated , this residential forum is of no use with business questions and issues , I suspect at least in part your issue would affect both business and residential customers

…..there is no more traditional telephony , the stop sell of WLR products since September 2023 means old style telephone service where ordinary phone sockets etc are used to provide service can’t be ordered anymore  , it now has to be IP telephony , even if it’s was an error not of your making that resulted in your old style WLR/PSTN products being  cancelled .

it’s not possible to reorder old products to get you back into service , you may think this is ridiculous as you didn’t ask to have these products ceased ….basically the systems that would be  needed to reorder your old style  products are no longer available , so even if your provider woukd like to do that , the supplier BT use (Openreach) no longer offer it , you would  need the modern equivalent that’s IP based .

[rainbownurseryltd]

Thanks for getting back to me. We have a VOIP phone service with BT, and the product that they can't reorder is a Hybrid Connect backup for the broadband (which we need because our broadband is sketchy and our phones rely on data connection). We don't have any traditional telephony and haven't for a few years.