I realise it has been some time since you posted this message, but I hope you can help me. I have been a customer with BT for 3 years, having signed upto them as a home phone provider, with Infinity Broadband and BT TV (YouView). In November I was informed via email BT that they were 'sorry to see me go, and that someone would collect all of the equipment' from my property.
I immediately called BT and said it must be a mistake, as I had never intended to leave, or missed any payments. They admitted it was an error their end, as they had been informed that somebody wanted to 'take over the line'. I was then told by BT that my line & account were shutting down, and there is nothing they could do.
Then they said a new phoneline would be set up 'quickly' and my service would resume under a new account number etc. Well, that was now nearly 6 weeks ago.
I've had no phoneline, broadband etc for a month and a half, & have spent over 5 hours on the phone trying to resolve the issue.
To say I'm appalled by BT's service is an understatement. I have decided that I will leave BT, and cancel direct debit etc. Also I want to sue the company for the time & money spent during this debacle, & not to mention the stress caused.
If you could advise me how to pursue this that would be grestly appreciated
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
If you want legal advice go to a lawyer. If you just want advice about how to sue BT go to a Citizens Advice Centre. They should be able to advise you about "Small Claims Court".
A lot of information on the small claims process here
It it is worth noting that you should try and settle things before you have your day in court
Eta There is a link at the bottom of the page which takes you elsewhere for more detail. And, mentions the fees payable
I am sorry to hear that you have been left without service. I would like to take a look at the details of your complaint. Please can you send me in your details using the "Contact The Mods" link found in my profile.