BT dragging their feet over home move, what can I do?

iscrimger

I phoned BT on Mon 27th to do a home move. I was getting ahead of the game for moving on the 8th May. She took all my details for old & new address and told me there was still an account holder at the new address. This didn't surprise me. I was told they can send a letter to the new address to the current account holder and if they receive no response I could take possession of the line. She said this would all be completed in time for me moving.

However she couldn't complete the order because of a system error and had to pass my order to the offline team who would contact me within 48 hours. 'Allegedly' someone called my mobile on the 29th - I had no missed calls that day.

I called back on Tuesday 5th to query the process of my order and was told the order was open and being dealt with by the offline team and they would contact me. They haven't. She tried to contact the person who is dealing with my order but the line was continually engaged. She told me the account had a note saying 'More Information required' but when she looked over the details there was no info needed and added another note to contact me immediately. Still nothing.

I phoned this morning, 7th and was told the same thing as Tuesday. They added another note adding to contact me immediately again. This time she was very sincere and sorry for the delay - I actually believed it.

I cannot transfer my broadband because they haven't provided a reference number and I can't get the number until this team my move order on. Where can I go from here because I move tomorrow?

To add there is no change of number/exchange etc as I'm only moving a few doors down and they confirmed same number/exchange/bt line installed etc.

BT_company_representative

Hi Iscrimger,

This is unacceptable. I can help you with this. Ill PM you for details so we can get the ball rolling.

David

BT Support

iscrimger

Thanks, I've done as you asked in your PM.

On Friday when I called they cancelled my original order and placed a new one but told me it would now take upto 11 days!!!! The operator meant to put me on hold but instead made a call to someone else at BT while I was listening and the other operator said there was an order already on the line - I'm assuming my cancelled one.

Not only will it now take 11 days I may have to get a 2nd line installed he said!! What a piece of nonsense!!!

I'm now at the new address, which has the previous occupiers landline & broadband still active. (Can't use the broadband as it needs username/password) but I'm getting hundreds of calls about their debts!