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thetinybookshop
Beginner
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Message 1 of 5

Urgent BT Just cancelled my landline and broadband without me knowing

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Dear to whom may concern

BT just cancelled my landline and broadband without any notification, I can't ring out nor receive phone calls, broadband doesn't work, so no internet, plus BT say I don't have a line connection.

I tried ringing from mobile to landline, but was greeted with a message of number not available.

I have been with BT for over 30 years, my husband recently passed away and so I became the new account holder.

I swapped the unlimited weekend call package to pay as you go back  on July 14,

Check with the my bt track order and it says I cancelled my order and landline which I didn't.

The internet and phone were still working fine the day before  on 06/08/2020

On 07/08/2020 nothing works

 

What should I do?

 

 

 

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4 REPLIES 4
Keith_Beddoe
Distinguished Sage
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Message 2 of 5

Re: Urgent BT Just cancelled my landline and broadband without me knowing

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@thetinybookshop 

This is just a customer to customer help forum.

What date did you ask BT to transfer the account to you, as this would normally be dealt with by a special team in your case?

I assume this is not a business account?

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RIC9380
Aspiring Expert
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Message 3 of 5

Re: Urgent BT Just cancelled my landline and broadband without me knowing

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From BT's website:

We're so sorry to hear about your loss. We know this can be a difficult time, so call us on 0800 169 1663 and we'll sort everything out. Opening hours are 8am to 9pm Monday to Friday, 8am to 8pm Saturday, and 9am to 6pm Sunday. We're sorry to hear that someone has died.

RIC9380

 

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thetinybookshop
Beginner
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Message 4 of 5

Re: Urgent BT Just cancelled my landline and broadband without me knowing

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Hi...

Thank your for you help everyone, just phoned the technical support this morning, old number got disconnected due to account closure.

Have got a new account instead, new landline and new broadband , now just have to wait a week.

 

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Keith_Beddoe
Distinguished Sage
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Message 5 of 5

Re: Urgent BT Just cancelled my landline and broadband without me knowing

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You should be able to keep the same phone number if required, but you may need to request it.

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