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Message 1 of 8

Loss of number

Can someone please explain to me how BT can switch off a vulnerable person’s phone, over sell a broadband package and not resolve the issue after 8 weeks, what compensation can be claimed 

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Message 2 of 8

Re: Loss of number

@Ct88 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

I have asked one of them to offer help here.

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Message 3 of 8

Re: Loss of number

is the vulnerable person registered here

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf



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Message 4 of 8

Re: Loss of number

Hi @Ct88, sorry that a vulnerable customer has been left without phone service and that it taking so long to resolve.
Has the customer an open complaint and are they getting updated on what is happening to resolve this?

Cheers

John 

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Message 5 of 8

Re: Loss of number

Yes it has reached the customer resolution team, I’m just very frustrated that this can take 8 weeks to resolve 

 

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Message 6 of 8

Re: Loss of number

Hi @Ct88, thanks for the update. I appreciate your very frustrated but the resolution team are more senior than the Mod team and best placed to resolve this for you.

Cheers

John

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Message 7 of 8

Re: Loss of number


@Ct88 wrote:

Yes it has reached the customer resolution team, I’m just very frustrated that this can take 8 weeks to resolve 

 


Are they registered as per message 3?

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Message 8 of 8

Re: Loss of number

Yes I think so
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