Trapped with BT - wont let me change supplier

Archie_Stephens

Just spoken to Plusnet and asked them if they can contact BT Wholesale to remove the problem from my line (as BT told me that they should do that as it is their order) and Plusnet say they cant do that as it is not their line and 'due to data protection issues'.

Another fob off. So neither BT nor Plusnet wnat to contact BT wholesale, Plusent don't want the business and through inertia BT will hope to keep my business.

I asked Plusnet to cancel my direct debit to them for the new line rental - and after saying I should go to my bank to do it - she finally agreed it was within her powers to cancel it and has promised to do so.

So maybe I should start to look elsewhere, but I feel I will get the same response from any other potential new supplier, that BT need to remove 'social telephony' from my line.

I shall complain again to BT and expect the same response. More time wasted - better than the frustration of ringing them though.

Archie_Stephens

Dear Mr

As per our conversation,

You contacted us today regarding the issue transferring your Phone services over to us.

Having checked our suppliers systems, I can see that this line has Social Telephony (BT Basic) and this is incompatible with our services.

I advised that we are unable to liaise with BT Wholesale to have this feature removed, as this is not currently our line, and your current providers would have to do this. If your current providers have already removed this, it is a case of updating their records, so it reflects in the systems that this has been removed.

As discussed, you are going to contact BT to chase up this issue, and I shall place this ticket on hold to await an update from you

macman

1) Try an alternative provider to see what their response is.
2) attempt to speak to someone at BT who has a clue.
I fear that option 2) may be the tricky one...

Archie_Stephens

My tactic has been to go through to cancellation dept where I get someone in a UK call centre who when I have told them the problem, told them what I need them to do, they bombard me with useless jargon about: PSTN, restrictive features, openreach, takeovers etc.

Then the killer touch is they agree to pass me over to another department who can sort it, maybe the 'service team'. At this point I plead for them to help me and not pass me over to Billing, and lo and behold the next voice I hear is from a non UK call centre who don't have a clue and when I explain they ask if I want my MAC code! V. frustrating.

I wouldnt want to work in a call centre, but it feels like they are protecting a handful of people who know what to do with a protective shield of incompetence or lack of training.

Any other suggestions of how to break through the front line to get to a useful BT employee will be gratefully recieved!

macman

I'd start with a Complaint via the messaging system in your online account.

Heinz

Have you tried contacting the forum BT company representative via their link?

http://bt.custhelp.com/app/contact_email/c/4950

Archie_Stephens

Will try the BT company rep on MSE as well - ta

Mark_In_Hampshire

What intrigues me most is why a social tarrif should have any kind of "tag" placed on the line.

A resident who uses a social tariff could surely just move elsewhere to one which does not have a social tariff. It's a feature of the way the account is charged, surely, it has nothing to do with the physical phone line.

Archie_Stephens

I think there is some paternal notion that those needing to be on a 'social tariff' need some sort of protection.

We were on Light User because we didn't use the phone much but wanted a line just in case.

When we had kids we moved to Ublimited weekend - which didn't cost us much more per quarter as we still hardly used it.

Now we make about 20 or 30 calls a month with free weekend calls and the rest with 18185 at 5p per call.

Who are BT to think that those on a low income or light users need to stay with BT for protection?

Or maybe they have just made a mistake and don't know how to correct it.

Archie_Stephens

Just recieved the following reply by email:

Hi ---,

Thanks for your email. I was sorry to learn of the problems you have been having in trying to transfer your line rental to Plusnet. I called you this morning on 01--- to discuss this further with you, sorry to have missed you. I left a message to let you know that I had called.

I have checked your account and the only service you have with us is basic line rental, the Unlimited Weekend Plan. There is no reason why you should not be able to transfer your line rental. There are no markers on your account, you are not contract for your service and I am unsure as to what you mean by social telephony. You have a standard residential line.

Please can you clarify what Plusnet have advised you, including any correspondence. If they are having problems transferring the line, it is a problem from their side. There is nothing on your BT account preventing this. Let me know if you need anything else also.

I look forward to hearing from you.

Regards

Claire