Slamming

[nm16]

I really need help. Out of nowhere the other day o received a email saying sorry you are leaving us. I haven’t or asked anyone about leaving my broadband. I phoned straight away which someone said they would try and cancel this through current provider bt but spoken to him again today and they cannot cancel who are going to take over my line. I haven’t no idea who this is and it’s due to go ahead on 17th December. 
they have said the only thing can be done is wait until whoever this is to take over the line and then do another order through bt/ee but I will be without internet by then.

this will be over the Christmas period and my son relies on this Internet for communication he’s non verbal autistic. 
is there anything I can do? I don’t understand how this can happen when I haven’t even spoken to anyone and bt cannot cancel this at all from their end 😞 

[Kodikid]

This is a really serious situation 

Get back on to BT first thing tomorrow 

Tell them you never requested a transfer 

Tell them this is an Erroneous transfer. 

Insist you speak to a manager to cancel the order 

Also contact the new provider..again Tell them you did not agree to any transfer and you want them to cancel it.

• Dont be fobbed off they have the power to reverse this.

[iniltous]

It’s not clear at all if OTS ( one touch switching ) actually has the functionality for the losing provider to cancel  an order in these situations even,  if it’s a mistake , under the previous system. NOTs (notice if transfer) there was this  option , infact the ‘sorry you are leaving’ notification had a section regarding what to do if this  migration wasnt something the customer had  requested, primarily it was an anti slamming safeguard , with OTS the notification is an impact statement , basically the ramifications of leaving , early termination charges  (if applicable ) etc , anecdotally seems this safeguard against slamming attempts (and genuine mistakes as well as malicious actions) was removed by Ofcom when designing OTS .

[nm16]

Thank you I don’t know who the new provider is and bt say they can’t tell me their end

[Ali_A]

HI @nm16 

I know time is of the essence with this, so I'd like to see if I can get this escalated and looked into for you.

I'll send you a private message for more information. Can you have a look and get back to me when you can. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,