Left without service after switching broadband/line rental from NowTV to BT

JUAN8888

I've done several switches over past years between BT, Sky, Plusnet, and NowTV for landline/broadband which all went through without any issues, but I've now hit a problem with the latest move from NowTV to BT.

I initiated a switch to BT to be activated on 20 Apr, just after the contract end date with NowTV. I received the BT router and the usual emails/texts to tell me everything was on track in the run up to the switch date. However, late on the activation date itself, I received a text from BT telling me there had been a delay and I would receive a further update within a couple of days.

I didn't hear anything for a further 5 days and when I contacted BT, I was told there had been a problem with the line release from NowTV and that the original order would have to be cancelled and a new order placed to move forward. I told BT to cancel the original order but not to place a new order. My intention was to stay with NowTV on a rolling basis for a short while until a good offer came along (mainly because I had gone through Topcashback which would become invalidated with any new order, and also because the BT offer from that time has since changed to something less favourable).

Fast forward 2 weeks, and I was surprised to receive a text from BT with an "update" to say my phone line was now transferred. I called BT again, and was told that the text was an error, and that I had no live services with them but that the original order hadn't been closed off correctly so that could have been the issue.

A couple of days after this, I was on the verge of placing a new order with Plusnet, and thought I would check my billing dates on the NowTV site, only to see a message telling me my phone line had been cancelled, and that broadband was in the process of being cancelled. The NowTV helpline was immensely unhelpful and told me they had responded to a third-party request for the landline to be released, and that the broadband service would follow in the "next few days". Their attitude was that they had simply done what they were required to do and that I would have to take it up with the third party.

I then spoke to BT who were apologetic and said I would get a response in the next 48 hours from the "resolution team". Does anyone know what happens in this scenario as I imagine it's not entirely uncommon for a switch to fall down between providers? It seems like the issues do originate from the BT end as I can still see several entries for open/pending orders if I log in to the BT site.

As it is, I'm currently left without a working landline (not a huge problem as I don't think I've ever used it), and the broadband service scheduled to be cut off anytime. I'm trying to get a handle on what my options/best course of action is to get things back on track.

(The additional complication in my situation is that I'm not sure I actually want to take up the BT service unless they replicate the terms of the original order especially as this won't now include the cashback element from Topcashback).

JJ_Egan

Cancel the BT service .
Phone and speak to complaints .