account takeover

[keithw150]

Hi, So last night 05/06/23, My son informed me that he'd ordered new equipment from bt for his own broadband account. Now if he lived somewhere other than my house, that wouldn't be a problem.

I contacted bt this morning to resolve this issue and it turns out I can't do anything about this, it has all been set in motion. So now I've had to cancel his account back to mine.

Now my broadband cost was £44.99p pm, which has now risen to £47.99p pm, even though I didn't want my contract canceled. I've also got to pay a reconnection charge & also delivery of new equipment which is another £29.00, which will go on my first bill. 

This is never right is it, so anyone can get internet set up for my address & get my internet interrupted, at great inconvenience, I might add. This is total madness surely....

[imjolly]

if your son used your address and phone number to order then you should receive notification that someone want to take over your line and you can reply and stop takeover.

your son must not have made it clear when trying to order BT broadband - is it FTTP or FTTC?

[keithw150]

Hi, Thanks for the reply, my bt broadband is FTTC. I have to wait now for the 17th of July for an engineer to come again to set up the equipment,

I don't usually use my mobile & leave it switched off, I turned it on last night a saw the notification. I didn't receive any email or messages of any other kind from bt..

[-Richie-]

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@keithw150wrote:

Hi, So last night 05/06/23, My son informed me that he'd ordered new equipment from bt for his own broadband account. Now if he lived somewhere other than my house, that wouldn't be a problem.

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If he only did it last night, you have plenty time to stop the takeover, if he did it 10 or more days ago, then it's passed the point of no return.

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@keithw150wrote:

Now my broadband cost was £44.99p pm, which has now risen to £47.99p pm, even though I didn't want my contract canceled. I've also got to pay a reconnection charge & also delivery of new equipment which is another £29.00, which will go on my first bill. 

This is never right is it, so anyone can get internet set up for my address & get my internet interrupted, at great inconvenience, I might add. This is total madness surely....

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The switching process is an industry agreement, if someone asks for service then the losing provider will notify the customer by letter, email and text if updated contact info is on the account, it sounds like your switch completed and your old account closed, which is why you now have setup costs.

You might want to ask your son to compensate you for the issue he caused.