tldr; BT have completely stuffed up our account. We have no landline or broadband. Multiple calls for over a week and no one at BT seems able to help/resolve it. Any advice on who I should be asking to speak to when I call in?
We've been a BT customer for over 15 years. We've paid every bill in full and on time (by DD). We woke last Friday to find our land line out of order and no broadband connection. We reported a fault and were told that no fault could be detected.
This began a series of phone calls to BT, at least one per day, each more frustrating than the last.
Over the week we have established that;
Everyone we speak to says they are sorry. None of them are able to fix the problem. All they do is pass off to "the data integrity team". All the data integrity team do is cancel the stuck order. They don't fix why the orders are getting stuck in the first place.
We can't seem to find any way to escalate a case like this. Nor can we find a complaints handling policy.
BT have us a a registered vulnerable household.
At the moment we have no landline, no internet and no idea if/when we are getting them back.
Can anyone advise of the best way to bring this to the attention of whoever we need to fix it?
as you have tried various attempts to get it sorted and failed I have ask forum mods who are BT employees to see if they can help mods will post here but could be a day or so
Hi @Disconnected1 and welcome to our community.
I'm really sorry you're services have been disconnected in error. I'll be happy to try and fund out what's going on here. I'll need a few details so I'll drop you over a private message now so you can get in touch.
Thank you for doing this. I'm at my wits end and really appreciate you taking the time to help.