A complaint seems to be the only way to get resolution.
Once your compaint gets assigned to Executive Complaints, resolution will be found. They take ownership of the problem until resolution is reached.
My experience was that the Telecare Marker required multiple actions as the marker wasn't held on our BT Account Alone. I think it might have been OpenReach.
The assigned Executive Complaints agent was polite, courteous and diligent. His explanation is as follows in Bold text:
Info on what had happened...
- You had a Special Services marker on your account which was preventing us from placing an order to migrate you over to New EE.
- Customers with this marker if applied right tend to be vulnerable customers who cannot be moved away from BT due to restrictions of some products on EE.
- When an order is placed to remove this flag, it should then update a backend system which would then allow the new order to be placed.
- This process is currently broken and is being processed manually.
- It was this manual process that caused the delay in your case.
I did try and encourage BT to investigate other similar situations, but this was not deemed possible even though, as I explained, it was a waste of BT and BT Customers time; "It shouldn't have been so difficult. The automated helplines wasted my time as well as BT resources (unnecessary landline and broadband checks as well as Chat resources). Then there was your time on top of that. Had I been able to contact a capable person directly or faster, BT resource costs and my time would have been minimised. Our migration to EE, the BT Consumer roadmap, might have succeeded and our account/installation upgraded."
A moderator stepped in and raised a complaint before I had to write to the CEO. I'd encourage you to persist and ask for an executive complaint escalation.
I got resolution and a good result after all my effort.
Good luck!
