BT Price Hike Trouble

Weavemaster

I contacted BT after the price hike to discuss my options and after a short discussion decided to cancel BT with the Promise that if I changed my mind all I had to do was call up before the cancellation date and it would be sorted out for me.:D


2 weeks later I called BT back and asked for my cancellation to be cancelled, if I was allowed to continue my contract to completion.
I was told this was fine and given a new order number that was stopping my cancellation and that everything was fine.


Thursday 13th April I woke up with all my services stopped.
I spoke with someone from BT online and he got someone from customer options to give me a call to sort the issue.
He told me not to worry and the cancellation had accidently gone through and would be back up and running the next morning.
:mad:

Friday 13th April and still no services. Spoke with someone online who Again got someone from customer options to call me. This time I was told the services had been stopped and that there was nothing they could do but to open a whole new account?
I was assured that the connection fee would be waived and that I would get the same services at the same price and would be able to cancel at the time my old account would have ended, September.
I was also told I would get this expedited due to my home circumstances and the fact that BT had made a mistake and would receive a call the next day, Saturday to confirm this and amend the details on the account. NO CALL HAPPENED


I called again on Monday 17th April to check the progress of this account setup and the expedited activation date.
I was then told that my old account still had services attached so I checked on MY BT and it said no services attached to this account.
I was told AGAIN that I would receive a call on Tuesday 18th April to sort this out.


No call back received on Tuesday 18th.


I called BT today Wed 19th and was told that my account hadn't been expedited and that they were not going to as it wasn't BT's fault my account wasn't active. They admitted it was a mistake that a customer options team had made in putting through an order to cancel the cancellation, but this didn't constitute BT as a company making a mistake?


So how to I make a proper complaint about BT or get help from someone who can actually sort this out?


4 x 45 minute long calls and a month of lies is really not good.


thanks for any advice.

dvs

I also have an issue with BT since their price rise. I said I wished to leave but a new provider couldn't take over the line within the 30 day window (long story). Anyway, they agreed to keep my account open without penalty but they put a cancellation request on my line which is preventing me signing up to another company as there is an active order on the line. My only option is to remain with BT or wait for the line to terminate (as removing the cancellation will activate the termination charge). I contacted them to discuss and they told me that my broadband ceased least week but my phone will remain active until next week. However, my broadband is still connected! Anyway, I will probably stay with BT as they have offered to match original price if I sign up to 18 months. The broadband has been fine for me, and no doubt they will raise prices again so I will be able to leave.

Complaints process is outlined here but don't get your hopes up that it will be resolved quickly.