Commiserations with Smokey24 - I can fully understand the frustration as my elderly father and his partner find themselves in the same boat, for the second time in 12 months.
First time was involuntary switch to digital service resulting from a call to try and correct a mis-billing. That was an utterly shambolic process that resulted in the loss of the landline (and consequently fall alarm) for two weeks. This is a couple in their 80's, both frail and with terminal cancers and heavily reliant on their landline for medical matters as well as social contact. The mobile service there is such that calls can only be made/received in one upstairs room on a good day, or outside and up the road a bit, so arguing the toss with BT is problematic to say the least. In spite of many calls to BT, with their vulnerability and the importance of the service to them heavily emphasised from the outset, BT appeared indifferent. Whilst individual call handlers (once reached after hours on hold) were apparently pleasant and helpful, they appeared powerless to effect any change. Promised actions did not materialise, calls back were not made and in the end, service was only restored when the original, erroneously entered, changeover date arrived.
This time around, a billing enquiry produced the claim that they "MUST" change to EE. Dad resisted, fearing a repeat of the above fiasco, but was led to believe there was no alternative. Bare faced lies! Are the agents incentivised?
He later discovered that he didn't have to change and called back to insist the changeover be cancelled. Initially he was told it was impossible, but after persisting he was told the switch had been cancelled. Then they started getting communications from EE...... Contacted EE to say they didn't want to switch, but wanted to stay with BT. Again initially told it was impossible, but eventually agreed it was possible and that the switch was cancelled. Then, yesterday, the phone stopped working. So far broadband is still working but not clear if it will continue to.
Once again two elderly, vulnerable people have been severely let down by the arrogance and utter incompetence of BT. It's shameful.
