Cannot go ex-directory

dezza

I've changed landline/broadband suppliers many times and have always been ex-directory. Since joining Vodafone broadband in early September, my details have been included in the BT directory and via directory enquiries. I specified when ordering that I wanted to be ex-directory, and also checked with Vodafone's customer service shortly after joining that this was the case, and they confirmed it was.

After calling them several times since noticing the directory entry and raising a complaint, Vodafone have agreed after several weeks to re-request my details be ex-D, but have said if that doesn't work then I will have to call BT to sort this out as there's nothing further they can do. One advisor previously said that I would have to call BT from the outset to sort this out, however as I'm not their customer this didn't work (after trying anyway to be sure). On the contrary, another advisor stated rightfully that it would be no point calling BT.

If this recent re-request fails to yield the desired result, where can I go from here? Vodafone are (obviously) keen to get me to close the complaint, each time calling shortly after speaking to them to find out if I'm willing to close it as 'they're not responsible'.

Thanks.

molerat

It is up to your provider to supply or not supply the data that goes into the directory.  If they fail to comply you need to escalate your complaint to the relevant communication ombudsman for your provider.  have you raised a written complaint in accordance with their complaints procedure ?

dezza

I have indeed raised a formal complaint - with their initial findings being that it's out of their hands and that I'd have to raise what they referred to as 'a high level complaint' with BT as Vodafone have 'done all they can in accordance with my request'. When I told them this wouldn't work they re-submitted the original request, but were doubtful this would achieve anything and keep advising me to sort this with BT.

Thanks

macman

Does anyone actually use a BT directory these days?

dezza

macman said:

Does anyone actually use a BT directory these days?

Maybe not, although the amount of nuisance calls I've gotten have skyrocketed since being included in it.