Recordings of calls with BT

[DebH]

Hope I have posted in the right place! I have had a nightmare experience with BT as our account has been closed without our instruction, although their records suggest it was. This is not a scam situation. I am 100 per cent confident no such instruction was given and want to request the recordings of the calls. Can someone please advise how to do this. 

[Peter_W]

Good morning @DebH.

Welcome to the BT Community, and I'm disappointed to hear you've not had the best experience with your contract too. 

There are a couple of ways you could look into getting this sorted, first of all I'd recommend heading to our online form to submit a data subject access request (DSAR) for the data we hold on you.

Call recordings aren't held indefinitely, but anything we have on file will be included as part of this process. 

If you haven't already, it could be worth following our complaints process to make sure this has been fully investigated, where these calls would usually be checked internally.

The DSAR is going to be the best option for getting an overview of these calls yourself, though.

Peter

[imjolly]

@DebH 

how do you know that someone phoned in and cancelled your broadband and phone?  The most likely cause of line cancellation currently is that someone has applied for broadband to an ISP and mistakenly given either your address or phone number for the installation.  The ISP then notify the holding ISP, BT in this case, that they are taking over the line for a new customer and BT as per OFCOM must allow the takeover but BT will write to their customer informing them that line is going to cease but if it was not them who wanted to move to another ISP then they need to contact BT asap to cancel the takeover.  in which case there would be no phone call for BT to find

[iniltous]

A potential cause is the new OTS ( one touch switching ) scheme introduced by Ofcom that has doesn’t seem to have anything like the same checks and balances as the current gaining provider led system used on switching between Openreach based providers, in fact a so called benefit is the ability to switch the same day , so any mistakes or bad faith actors ‘slamming’ customers without their consent is much more likely to result in situations like this , as there isn’t necessarily any time to consider if the instructions are genuine, but that’s  what the regulator wants , speed over accuracy .

As stated , your assertion that it’s not a switching related issue is based on what  ? , it’s by far the most likely cause of someone’s service being removed, what’s more , if it were part of an automated switch , there wouldn’t be a phone  call to transcribe , because there wouldn’t be a phone call , simply an electronic request to start the cessation/ switching process , confirmation of the identity of the switcher is the new company’s job , not the losing company, they simply process the request from the gaining provider.

[DebH]

Thank you Peter. Our priority right now is to have our account reopened and everything put in place as it was before this occurred. I am hoping this is now in progress as I have been told it is being expedited as the phone line is an emergency number used for a vulnerable relative. Hopefully, it will be resolved early next week but it has taken numerous phone calls and caused a lot of upset and stress.

I have asked that a formal complaint be opened. This all relates to the switchover and wanting to be around when it happened so we could receive the new hub and check everything was working before we went away. We were trying to be pro-active but would have been better off doing nothing. Extremely disappointed.

[Michael_D]

Thanks for the update @DebH 

Please keep us posted with how it does go over the next few days and with the complaint.

Michael

[DebH]

Things have just gone from bad to worse. Called BT this morning and ended up being put through to the Connections Team. Order placed last week to reactivate services failed. He explained why and we are going to have to start all over again tomorrow.  We just hope that the new order can be dealt with ASAP and the old number reallocated to us. This whole situation has been a complete nightmare and should never have been able to happen. Not a good example of BT’s commitment to excellent customer service. Feeling very, very let down.

[Peter_W]

Thanks for the update @DebH.

I can understand you'll feel let down with everything that's happened, especially if the reconnection isn't taking places as quickly as we had initially hoped. 

Based on what you've mentioned though, it does sound like things are still moving in the right direction, so I'm confident you'll get this all sorted out. 

Please keep us posted on how things go.

Peter

[DebH]

I sincerely hope this will be the case Peter as I was led to believe this was on its way to a resolution last week and we’re back to square one this morning.