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Message 1 of 10

Complaint

Hello

I am coming on here as a last resort as I have spent three months and over 8 hours on the telephone to BT and am still in a position, after constant promises of resolutions and callbacks (which never happened!), where I have no landline and no solution to the two issues that I have on my account since my contract renewal in March 2024.

On 25/06/2024, I received an order (and a missed call on my mobile) after almost a month of silence from any of the Customer Service Guides that I have spoken to, for my old landline number. I have called it and it is now at least ringing but it did not ring in our home! Today I have checked my bill and it shows that I am still paying for Halo 3+ which I established back in April is not usable in my area and a completely different landline number!!!  As I have explained on a number of occasions, we have held our landline number  with BT for over 20 years and have been a BT Customer for over 30 years.  The contract renewal has been set up incorrectly and no-one in BT appears to be able to correct it!

How do I find someone competent to take hold of this matter and resolve it as I am exhausted with the litany of excuses and shoddy customer service that I have received.

 

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9 REPLIES 9
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Message 2 of 10

Re: Complaint

as you have tried CS on numerous occasions without success I have asked one of the mods who are BT employees to help  they will post here



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Message 3 of 10

Re: Complaint

@katsinnott 

While you are waiting for a moderator, are you aware that when you renewed your contract, your conventional phone line would be changed over to BT Digital Voice, and that your phone connection would be on the socket at the back of the BT Smart Hub 2?

Why I asked that, is because you said you could hear ringing tone when you called your home phone, but your phone did not ring, which it would not do, unless it was plugged into the home hub.

My apologies if you were already aware of this.

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Message 4 of 10

Re: Complaint

Thank you - I will check this 

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Message 5 of 10

Re: Complaint

Hi @katsinnott, sorry you've been waiting so long to get things resolved. Although things are taking a long time I'm sure that your complaint is in hand. I'll shortly send you a Private Message so you can get in touch with the Mod team and we'll be happy to see if there is anything we can do to help get this resolved quickly for you.

Cheers

John

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Message 6 of 10

Re: Complaint

@katsinnott 

Another check as to whether you are on Digital Voice, is that when you ring your number, eventually it will go to voicemail, as that is enabled by default, and is free.

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Message 7 of 10

Re: Complaint

I called it and it just rang and rang - did not transfer to voicemail

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Message 8 of 10

Re: Complaint

Thanks for trying that. I assume it was your original number you were calling, the one you wanted to keep.

It does sound like its become disconnected somewhere. If had been ceased, then it would have been unavailable. 

Hopefully this can be resolved, but its important that you reply to the private message from @JohnC2 , as one of the moderators can then access your details, and see what is happening.

If you would not mind keeping this thread updated with any progress, as it would be of interest to other forum members. Just avoid posting any personal information.

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Message 9 of 10

Re: Complaint

Yes, it is my original number which we have had for over 20 years - they switched my landline account on renewal to a previous Redcare alarm landline which I cancelled Sept 2023! My original landline has been disconnected since March 2024 but has now started ringing!

I have responded to the private message so I am hopeful of finally making some progress!

 

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Message 10 of 10

Re: Complaint

Now you mentioned Redcare, that may have caused a records issue, even though you had ceased it. There may have be some form of "tag" on the line to prevent it being ceased.

Having worked for BT for nearly 42 years before I retired, I am well aware of issues with old records, especially on those types of circuits.

That "tag" has probably been removed now, so you now have it back, probably terminating in the exchange, with nowhere to go. As there is no longer a process to provide conventional PSTN lines,  it would have to be moved over to Digital Voice, which is where there may be a problem, which is why you were issued with a new number.

This is rather an unusual problem, hence the time it is taking to sort it out.