BT nightmare

Arfster56

I will try and keep this brief. I have a business account with BT. This includes 3 accounts consisting of 2 phone lines and fibre broadband. I want to close one of the phone line accounts that was used as a fax line but it has the broadband on that line. With me so far?

So about 9 months ago I spoke to BT and they said they would setup the broadband on the other number. What they did was setup a new broadband account on the other number. Billed me £300 and tied me in to a 24 month contract. I cancelled this but it took about 6 months to get them to withdraw the escalating bills and I ended up back where I started.

So on the 7th December I tried again. This time with the aim of moving the broadband from one line to the other and then I could close down the unused number. It was booked in for the 21st with an engineers visit to be made between 08:00 and 13:00 hrs. Come the 21st the broadband went down. To be expected. By 13:10 no engineer had turned up and the broadband had not turned up. I called BT and was informed that there had been a technical issue and the order was delayed. In various forms I have the same conversation on a daily basis since then (excluding Christmas and New Year!). Ive also emailed complaints during this period.

Yesterday I spoke to someone who said they would escalate the matter and reinstate the broadband back on the old number whilst they try and get things sorted. Tthey said they would call back with an update.......they didn't.

Ive now just spoke to someone who said no such request had been placed. They then suggested I place a new order for broadband on the line I want to keep (the nightmare process I had gone through 9 months earlier). Well that was the last straw. I suggested to them that they should be sorting out this mess and not I. They are now going to reinstate things back to where I was before this nightmare but that after nearly a year leaves me back at square one!

So, by the time the broadband is reconnected in 72 hours time it would have been 19 days without broadband. This has made running a business virtually impossible and I have had to have my staff working from home. Its made operating as a business a nightmare and I am sick-to-death of BT.

Two points:
1) I assume I have a right to claim compensation for the loss of earning's its has caused to my business?
2) Do I have a right to cancel all 3 accounts with BT and go elsewhere without being charged for any early release from any existing contracts if it is BT who are at fault?


:mad:

forgotmyname

The 3 accounts are separate entities so you are unlikely to be able to close them all without fees.

If the internet was essential to the running of your business why not add fibre to the line you wanted it on, when active cancel the old line and fibre?

Your rights to claim compensation will depend on your contract.

Arfster56

As mentioned I had previously setup fibre on the other line and was then billed for it and the whole ended up in a mess thanks to BT.


I will get the contracts looked at and see what can be done.

onomatopoeia99

Compensation for consequential losses is very unlikely, even on a business contract.