BT cancelled my landline by mistake

Rubidium

loulou41 wrote: »

It cannot be reinstated as before as since sky bb has been disconnected. I will have to take their line rental. If bt does not ring or cannot get satisfaction I will get daughter to email the chief executive in the meantime will see how bt handle the complaints. Has anybody actually get a response by emailing the chief executive.

Not much point emailing after the event.

If you had emailed straight away when you were informed, it could have been resolved quickly. You were informed that they would cancel and then you just waited for it to happen!

You do not have to take their line rental, that is not what you had chosen and you are allowing them to gain from their own !!!!-up!

You will only get proper resolution of a problem like this by using the exec office not waiting for the normal BT staff to return your call, as you have already found out.

When contacting the exec office you are normally contacted almost immediately and are told who will personally handle your problem until it is resolved to your satisfaction. They do have the power to make things happen quickly as I have personally found out on several occasions myself.

The fact that this team exists shows just how may !!!!-up they have to sort out and they fully investigate exactly who caused the problem by checking call recordings etc.

loulou41

Rubidium wrote: »

You would not still be waiting for a call if you had emailed the exec office!

You should not have to sort out BT's mess. Insist that everything isl reinstated as it was before they made their mistake.

If you don't then BT are benefiting from their mistake and you are the looser because if you had wanted BT then you would have chosen BT yourself.

After waiting all day from a call from bt daughter has emailed the c.e.o and one of the senior executive has been designated to look into the complaint who promised to deal with the issues and get them sorted. Thank you for your advice but I thought it is a bit drastic to go right to the top. She has got a reply and will let you know the outcomes.