Please Help! BTinternet broadband provider has cut off and put a tag on the line

normanmark

If you're moving business premises then you'll need to start the broadband installation process on the new premises telephone line?

kate2510

Has this been sorted now?
I cancelled a landline with BT and Broadband with BTYAHOO on 20th March 2007 costing £56.00 in direct debit each month (???) was told that these would finally terminate on 4th April and no I did not need to confirm in writing as relevant departments had been informed. I refused their offer of a reduction in price as I explained that I wanted the line ceased totally to save money as I had another landline connection in the house on a different number and would be using Vodafoneathome at £25.00 pcm for B/band; landline and all 01/02 numbered calls included. I received a bill from BT for Internet Services B/Band and a chq for £40.00+ from BT landline for over payments on the same day so I assumed (stupidly) that chq and bill had crossed in the post. I did try to telephone but after 36 mins waiting I gave up.
Today I received another bill - total now £59.98 - tried to telephone again but the service was 'now closed' presumable until Tuesday. I have no landline service but after checking just now there is still a dialtone - presumably for pay as you go internet connection but they know I am not using it as there is no charge on the bills.
I have sent an email to billing@btinternet.com. warning them that if they do not issue credit notes for these bills I will report the matter to OFTEL. I am hopping mad! What else can I do?

normanmark

My advice would be to not bother emailing them & contact them directly. They have a freephone number which you can call from a pay phone if you have no telephone service...

0800 800 150 - hit the option for billing & accounts

Nenen

An update:
Browntoa your advice to contact Ben Verwaayen was WONDERFUL! Thank you so much:beer: :beer: :beer: :beer: :beer: :beer:
You were right, I got a reply from Ben Verwaayen himself within a few hours to apologise and say he had passed it on to 'high level complaints' and a call from both his executive assistant and the high level complaints office (in the UK) the next day. So at last we were able to talk to someone we could understand (and who could understand us) rather than be passed from pillar to post from one poor exploited worker in India who was way out of his/her depth and totally unable to help to another! If I ever hear another recorded message from BT telling me how important my call is to them I think I will slit my own throat with a rusty knife while drinking bleach and jumping off a tall building!

Nevertheless it took almost daily phone calls for another fortnight (often lasting 30-40 minutes) to try and sort out the problem (which, suprise suprise was not a tag on the line after all)! Finally BT agreed to do what I had asked them to try in the first place, namely to send me a new 'home hub' which I then received and installed last Saturday. The internet then connected and all seemed Ok until I found that the connection kept dropping (often after a telephone call was received, but not every time) and we could only get a wireless connection to our laptop if we reinstalled the disc every time we turned it on! We had an engineer come and check the line into our house today (which was fine apparently) but he couldn't understand why he had been asked to do this! We are now waiting for an even higher level 'expert' to call us on Wednesday to see if they can sort this out. I am not holding my breath!!!!!

I have learnt that the only way to survive this was to try to see the funny side... when I wasn't having steam coming out of my ears in anger... and have been made to laugh in utter derision, disbelief and amazement during what has proved to be the most frustrating experience I have ever encountered in my life (and I'm a parent of teenagers and a teacher so I've had a few). The funniest point was when the chap from high level complaints assured my husband that he would ring him the Sunday before last to check our internet was working. My dh queried if he would be working on a Sunday over bank holiday and was assured that he took our problem so seriously that he would indeed by working then and would ring us. However, when he rang on the Sunday he rather sheepishly admitted that he had been locked out of his own system by the technical department!!! So much for a communications industry! :rotfl: :rotfl: :rotfl: :rotfl: :rotfl:

To anyone else trying to sort things out with BT, I would certainly recommend taking Browntoa's advice re contacting Ben Verwaayen (along with a large gin and tonic and a good does of Nitrous oxide) .:T