Bt Cowboys

ineedsomeinfo

I recently got a new line installed on 22nd May from BT. On that very day I called BT to ask for my Virgin Media number to be transferred over. I also phoned Virgin Media to cancel my services. Now about a week later the number had still not changed over. I called BT and they told me that Virgin Media had refused to release the number. I then phoned Virgin Media up again and told them to release the number, to which they told me BT had not made an attempt to ask for the number to be ported in the first place. They said the number would be released when BT ask for it. I proceeded to phone BT back to tell them this. BT told me they would try to get the number again and if unsuccessful, they would go over Virgin Media heads and contact the people responsible for number porting, to make Virgin Media release the number. They told me the latest date for this to be completed would be 15th June. And that if the number wasn't changed over before that, it would definitely be done on the 15th June. Now I contacted BT again on Fri 12th June to ask for an update on the matter to which they said my number would definitely be transferred for use on Monday 15th June. Now to my sheer shock and anger I woke up on Monday 15th to find my Phone line and Broadband internet was not working. Now I immediately called BT (Having to use my neighbour’s phone) and told them of this problem. They told me that my account had been completely closed and that Virgin Media had refused to release my number again. Now I asked many times why on earth this had happened and no one could tell me the reason. I was then told that in order to get my services back up and running I would have to get another temporary number and set up another direct debit for a totally new account. Now I am so angry at this. They also told me that this would take two working days at the earliest. So I am completely without any services at all. They then told me that I should contact Virgin Media and then call BT back. I did this and spoke to a very helpful lady at Virgin Media who explained the process and I was assured by her and her manager that BT had made NO attempt what so ever to get the number transferred. They said BT possibly might have got the wrong Virgin Media account number from me, but I said BT never asked for this information to which she said they should have. I then made another call to BT explaining what Virgin Media said and was not given any specific explanation, actually no explanation whatsoever to why on earth the number wasn’t switched over and why my account was completely cancelled. This is totally inept customer service. I am so unhappy with BT. I even asked to speak to a manger or be put through to the complaints department but the advisor refused. I am not happy at all as none of this was my fault. I have been given false information by BT advisors and I do not think it is right that I have to go to the bother of having to go without my services and also having to set up more direct debits because of this. I cannot fathom why on earth my account has been cancelled completely. I also do not have the one thing I wanted in the first place, my old number. This is simply unacceptable! So a big warning to anyone thinking of going to BT BEWARE!!!

BT_company_representative

Sorry to hear about this. I can help if you want. I will need further details.I will PM you for them. We will take it from there.

Regards,

David

BT Support

payless

sorry can't read all the post.. no paragraphs, but think you might have been cauht out by telling virgin.

a few years back I asked Bt to take backl my line from talktalk, and thinking I was doing the right thing also called TT to tell them I was cancelling ( to aid final bill etc..)

only to find out that TT marked the line as blocked pending cancellation which meant BT could not take it over .

BT were great - happy to give me a line, but would be new number ( had to complain to TT to get number released)

payless

BT rep - out of interest , do you still offer callsign? if so can I transfer a number to it

when i moved into this house we had 2 BT lines ... after a while I transferred one to tiscali mainly to get TV - which failed, and BBand .. which is slow! [- so now got BB on other BT line ( via o2) ] plus tiscali is getting bills wrong.

Whislt i'm tempted to drop their line totally .. we have given the number out ... so is is poss to port and keep number as a callsign 2nd No with BT but not actually use the 2nd line ?