BT complaints

What a fabulous thread and reading it resolved my BT problem, which had been like shovelling smoke. Asked BT whether it was possible to transfer my telephone number to my new home (it's a BT Business Line with BT Business Broadband), which was in a different town but the same code. I was told this was possible and received an emal, followed by a letter, confirming transfer of service on the date I moved in. This was about three weeks before I moved.

Forty-eight hours before the move an email, obviously sent by an illiterate, arrived and told me the order was cancelled. There followed numerous phone calls with nobody able to tell me what the problem was. We moved in and found no telephone connection.

There followed nearly three weeks of telephone discussions and emails (thank heavens for my iPhone), and the involvement of the Complaints Department - all of which left me without telephone or broadband. Eventually BT told me it was not possible to transfer the number and offered me another number which I accepted. There followed order and payment for new business stationery (having had business stationery printed with the new address and transferred telephone number on).

Astonishingly no telephone service on the new number, and following more expensive telephone calls to BT (you can't dial 0800 number from a mobile), they eventually told me there was a fault on the line and would send an engineer to the exchange to sort it out. A number of telephone calls from the engineer later, it transpired he had been sent to the old exchange and not the new one.

My patience was finally running out and when BT telephoned to tell me that (a) my new number had been allocated to someone else, and (b) my broadband order had been cancelled and they would have to start the whole process again, I went in search of a BT Complaints Forum.

I found this thread, and painstakingly typed a long email on my iPhone to the chairman's email address. Five minutes later I had an automated email response, twenty minutes later I had a proper email response, and twenty minutes later a member of his staff telephoned and we went through everything in detail.

I was given a direct line number to her office. That evening at five past ten we had a call from an engineer who had been sent out to the correct exchange, and telephone service began. The next morning at 08.05 we received a call from the chairman's office to say that broadband would be activated by five o'clock that afternoon. At five past five I received a call from the chairman's office to find out the situation. No broadband and so I was transfered to technical support (no queue but direct transfer from her office), and heard their technical office say that broadband could not be enabled until the project file was closed. A voice from above interrupted the call and the technician was told that the chairman wanted this matter resolved then and there, and basically to get his finger out. Five minutes later and the matter was miraculously resolved and I was online.

Finally a call from their higher level complaints escalation team (I think that was what they are called), and a booked call for Monday to discuss financial compensation for losses incurred. I await that call with interest and will let you all know what happens.

So a great thank you to the members of this forum, and an even greater thank you for posting the email address. I don't know whether it might be better to remove the email address and have it available to be sent by PM. I would hate BT to change it or block it.

Hi, Can you send a private message and include the account numbers for all accounts that you hold with BT and one of the team will get back to you. Please also include a telephone number that is best to reach you on and a suitable time to call incase we need to speak with you.

Many Thanks
Donna
BT Support