Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • loulou41
    • By loulou41 17th Mar 17, 3:39 PM
    • 2,530Posts
    • 162Thanks
    loulou41
    BT cancelled my landline by mistake
    • #1
    • 17th Mar 17, 3:39 PM
    BT cancelled my landline by mistake 17th Mar 17 at 3:39 PM
    I phoned bt. To give 30 days notice to cancel bt sport and they cancelled my bt landline as well. Due to be cancelled tonight as I am with sky for BB this will be cancelled as well. I phoned bt and was told they cannot do anything the cancellation had to go through and I need to reorder. It only took 5 mins for bt to mess up and now I am the one suffering. When phone is disconnected sky BB will also, Iam still under contract with sky. Sky told me it will take up to 2 weeks to be reconnected also I will need to take ther landline as well as you cannot only have BB without their line rental. What a mess it seems when but reconnects me I will have no option but to have their bb the other option is to take sky phone line. This seems rather complicated through no fault of mine bt has messed up. BT said they accept full responsibility of their mess. This is not good for me as it is causing me a lot of stress. Has this ever happened to anybody before. I phoned yesterday and it is going to be cancelled tonight surely something is wrong and this should not have happened. Apparently once the order has gone through it cannot be cancelled and a new order had to be created.
Page 1
    • AndyPK
    • By AndyPK 17th Mar 17, 5:27 PM
    • 2,070 Posts
    • 536 Thanks
    AndyPK
    • #2
    • 17th Mar 17, 5:27 PM
    • #2
    • 17th Mar 17, 5:27 PM
    it will be good for you to be rid of BT.

    Sky's phone line is good. Free caller display.
    • Rubidium
    • By Rubidium 17th Mar 17, 7:53 PM
    • 638 Posts
    • 414 Thanks
    Rubidium
    • #3
    • 17th Mar 17, 7:53 PM
    • #3
    • 17th Mar 17, 7:53 PM
    Immediately after talking to BT when they admitted their mistake, you should have emailed gavin.e.patterson@bt.com and this would have been resolved by the BT executive office.

    You should still do this and demand compensation for the stress and inconvenience that their mistake has caused you.
    • loulou41
    • By loulou41 17th Mar 17, 8:02 PM
    • 2,530 Posts
    • 162 Thanks
    loulou41
    • #4
    • 17th Mar 17, 8:02 PM
    • #4
    • 17th Mar 17, 8:02 PM
    I do not hnk compensation will be enough for the stress this has caused us pensioners. I have been put a new 12 months contract since I have got old package with sky bb. Sky told me I will have to take their phone as I cannot have only by and sky talk. BT said they will compensate for any loss but what about the stress it is causing I will give my daughther the e ail and she will email him. Thanks
    • jbuchanangb
    • By jbuchanangb 18th Mar 17, 2:17 PM
    • 353 Posts
    • 108 Thanks
    jbuchanangb
    • #5
    • 18th Mar 17, 2:17 PM
    • #5
    • 18th Mar 17, 2:17 PM
    It is a !!!!-up but you will be in a better place. Unfortunately you will probably also find you get a new phone number but at least try to get Sky and BT between them to let you keep the old one.

    I say a better place because you will have just one contract for telecommunications, namely with Sky.

    The old way of doing business, adding one service provider's broadband (Sky) over a network service from another provider (BT) is not available for any new contracts. Just make sure that your Sky phone/broadband telecommunications service has the right bundle of inclusive phone calls and features to suit the way you will use it.
    • Rubidium
    • By Rubidium 18th Mar 17, 2:40 PM
    • 638 Posts
    • 414 Thanks
    Rubidium
    • #6
    • 18th Mar 17, 2:40 PM
    • #6
    • 18th Mar 17, 2:40 PM
    It is a !!!!-up but you will be in a better place. Unfortunately you will probably also find you get a new phone number but at least try to get Sky and BT between them to let you keep the old one.

    I say a better place because you will have just one contract for telecommunications, namely with Sky.

    The old way of doing business, adding one service provider's broadband (Sky) over a network service from another provider (BT) is not available for any new contracts. Just make sure that your Sky phone/broadband telecommunications service has the right bundle of inclusive phone calls and features to suit the way you will use it.
    Originally posted by jbuchanangb
    Not a better place!

    This was BT's mistake and I would expect nothing less than BT to take ownership of their mistake and arrange with Sky to put things back exactly as they were.
    • onomatopoeia99
    • By onomatopoeia99 18th Mar 17, 3:08 PM
    • 3,008 Posts
    • 6,650 Thanks
    onomatopoeia99
    • #7
    • 18th Mar 17, 3:08 PM
    • #7
    • 18th Mar 17, 3:08 PM
    The old way of doing business, adding one service provider's broadband (Sky) over a network service from another provider (BT) is not available for any new contracts.
    Originally posted by jbuchanangb
    Incorrect. Not all ISPs require you to take the line rental with them as well.
    INTP, nerd, libertarian and scifi geek.
    Home is where my books are.
    • loulou41
    • By loulou41 20th Mar 17, 3:20 PM
    • 2,530 Posts
    • 162 Thanks
    loulou41
    • #8
    • 20th Mar 17, 3:20 PM
    • #8
    • 20th Mar 17, 3:20 PM
    What a mess.? Still waiting for a call with bt. Phone will be reactivated today. I want to stay with sky but bt has tied me with 12 months contract. Sky bb and phone line rental seems cheaper. It will be less hassle if I take bt bb as hubby likes to watch bt sports which he normally cancelled when the season is over that's why I am in such a mess as bt messed up and called the lot including bt sports. Any advice pl whether to go with bt or stay with sky. It will easier if I stay with sky as will only have to pay penalty for early exit which bt will refund. With new contract phone line with that might cause a problem. Will be glad to have some advice. Thanks
    • Rubidium
    • By Rubidium 20th Mar 17, 4:27 PM
    • 638 Posts
    • 414 Thanks
    Rubidium
    • #9
    • 20th Mar 17, 4:27 PM
    • #9
    • 20th Mar 17, 4:27 PM
    What a mess.? Still waiting for a call with bt. Phone will be reactivated today. I want to stay with sky but bt has tied me with 12 months contract. Sky bb and phone line rental seems cheaper. It will be less hassle if I take bt bb as hubby likes to watch bt sports which he normally cancelled when the season is over that's why I am in such a mess as bt messed up and called the lot including bt sports. Any advice pl whether to go with bt or stay with sky. It will easier if I stay with sky as will only have to pay penalty for early exit which bt will refund. With new contract phone line with that might cause a problem. Will be glad to have some advice. Thanks
    Originally posted by loulou41
    You would not still be waiting for a call if you had emailed the exec office!

    You should not have to sort out BT's mess. Insist that everything isl reinstated as it was before they made their mistake.

    If you don't then BT are benefiting from their mistake and you are the looser because if you had wanted BT then you would have chosen BT yourself.
    • loulou41
    • By loulou41 20th Mar 17, 4:48 PM
    • 2,530 Posts
    • 162 Thanks
    loulou41
    It cannot be reinstated as before as since sky bb has been disconnected. I will have to take their line rental. If bt does not ring or cannot get satisfaction I will get daughter to email the chief executive in the meantime will see how bt handle the complaints. Has anybody actually get a response by emailing the chief executive.
    • Robin9
    • By Robin9 20th Mar 17, 4:52 PM
    • 1,425 Posts
    • 929 Thanks
    Robin9
    I had the same issue with a Plusnet business line. They cancelled a office move job - they have no system to put things right without placing a new order with Openreach and going to the bottom of the heap.
    • Rubidium
    • By Rubidium 20th Mar 17, 5:34 PM
    • 638 Posts
    • 414 Thanks
    Rubidium
    It cannot be reinstated as before as since sky bb has been disconnected. I will have to take their line rental. If bt does not ring or cannot get satisfaction I will get daughter to email the chief executive in the meantime will see how bt handle the complaints. Has anybody actually get a response by emailing the chief executive.
    Originally posted by loulou41
    Not much point emailing after the event.

    If you had emailed straight away when you were informed, it could have been resolved quickly. You were informed that they would cancel and then you just waited for it to happen!

    You do not have to take their line rental, that is not what you had chosen and you are allowing them to gain from their own !!!!-up!

    You will only get proper resolution of a problem like this by using the exec office not waiting for the normal BT staff to return your call, as you have already found out.

    When contacting the exec office you are normally contacted almost immediately and are told who will personally handle your problem until it is resolved to your satisfaction. They do have the power to make things happen quickly as I have personally found out on several occasions myself.

    The fact that this team exists shows just how may !!!!-up they have to sort out and they fully investigate exactly who caused the problem by checking call recordings etc.
    • loulou41
    • By loulou41 21st Mar 17, 9:12 AM
    • 2,530 Posts
    • 162 Thanks
    loulou41
    You would not still be waiting for a call if you had emailed the exec office!

    You should not have to sort out BT's mess. Insist that everything isl reinstated as it was before they made their mistake.

    If you don't then BT are benefiting from their mistake and you are the looser because if you had wanted BT then you would have chosen BT yourself.
    Originally posted by Rubidium
    After waiting all day from a call from bt daughter has emailed the c.e.o and one of the senior executive has been designated to look into the complaint who promised to deal with the issues and get them sorted. Thank you for your advice but I thought it is a bit drastic to go right to the top. She has got a reply and will let you know the outcomes.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

2,785Posts Today

6,245Users online

Martin's Twitter