3 weeks without wrongly disconnected BT Business line

sunny_days775

We're a small restaurant and BT customer for over 30 years.  

With 2 overdue bills, the line was permanently disconnected, without the correct procedure as per BT Business' Code of Practice being followed, ie there were no reminders, prior warnings, restrictions or suspensions.

The day the number stopped receiving calls, I called BT, paid the amount due (£471.14) and was given confirmation (verbally) that the line would be reconnected within 24 hours.

When this did not happen, I contacted BT and was told that because it was an old copper line, BT would not pay for it to be reconnected, unless I entered into a contract for digital voice.  I did this on the understanding that the line would be recovered in (worst case scenario) 2 weeks, so that we could divert the calls to another phone and not miss any more calls / bookings.

This was 3 weeks ago and the line still hasn't been recovered, so when our customers call to make a booking, they still hear the message 'you have dialled an incorrect number'.

I have also found out today that the number is logged as status 'spare', which is deeply concerning, as I believe this means that it could be allocated to someone else.  This is another error, as this status should not be activated until 31 days after the service closed.  

I had been dealing with the local business sales team, however it's now becoming more difficult to speak to them.  I couldn't get in touch with them forn2 days, so I tried faults (referred me to billing), billing (cut me off whilst explaining the issue) and 'orders' who said they will look into things for me, but mainly relating to the new contract.

Required resolution:
For the status of our number to be changed so that it is safe and the copper line to be reconnected with our number asap (as it still should be) so we can go back to taking bookings over the phone. 

I also want to try to get compensation for the business we have lost over the past 3 weeks, due to the process not being carried out in line with BTs own Code of Practice.

Murphybear

A few years ago my then husband and I started a small business with a shop front.  BT were a right pain and it was ages before we got a decent line and we needed it for fax.  It was finally sorted out and we got “compensation” by not  being charged the line rental for one year,  

I’m guessing but you a may find it easier to get them to  guessing but you may find it easier to get them to give you free line rental and calls rather than “actual” money 

sunny_days775

Thank you for your reply, that's really useful.to know👍.

voluted

sunny_days775 said:

We're a small restaurant and BT customer for over 30 years.  

With 2 overdue bills, the line was permanently disconnected, without the correct procedure as per BT Business' Code of Practice being followed, ie there were no reminders, prior warnings, restrictions or suspensions.

The day the number stopped receiving calls, I called BT, paid the amount due (£471.14) and was given confirmation (verbally) that the line would be reconnected within 24 hours.

When this did not happen, I contacted BT and was told that because it was an old copper line, BT would not pay for it to be reconnected, unless I entered into a contract for digital voice.  I did this on the understanding that the line would be recovered in (worst case scenario) 2 weeks, so that we could divert the calls to another phone and not miss any more calls / bookings.

This was 3 weeks ago and the line still hasn't been recovered, so when our customers call to make a booking, they still hear the message 'you have dialled an incorrect number'.

I have also found out today that the number is logged as status 'spare', which is deeply concerning, as I believe this means that it could be allocated to someone else.  This is another error, as this status should not be activated until 31 days after the service closed.  

I had been dealing with the local business sales team, however it's now becoming more difficult to speak to them.  I couldn't get in touch with them forn2 days, so I tried faults (referred me to billing), billing (cut me off whilst explaining the issue) and 'orders' who said they will look into things for me, but mainly relating to the new contract.

Required resolution:
For the status of our number to be changed so that it is safe and the copper line to be reconnected with our number asap (as it still should be) so we can go back to taking bookings over the phone. 

I also want to try to get compensation for the business we have lost over the past 3 weeks, due to the process not being carried out in line with BTs own Code of Practice.

If you are running a business, this isn't the correct forum for it. You need to engage a legal professional who can guide you further.

born_again

sunny_days775 said:

We're a small restaurant and BT customer for over 30 years.  

With 2 overdue bills, the line was permanently disconnected, without the correct procedure as per BT Business' Code of Practice being followed, ie there were no reminders, prior warnings, restrictions or suspensions.

The day the number stopped receiving calls, I called BT, paid the amount due (£471.14) and was given confirmation (verbally) that the line would be reconnected within 24 hours.

When this did not happen, I contacted BT and was told that because it was an old copper line, BT would not pay for it to be reconnected, unless I entered into a contract for digital voice.  I did this on the understanding that the line would be recovered in (worst case scenario) 2 weeks, so that we could divert the calls to another phone and not miss any more calls / bookings.

This was 3 weeks ago and the line still hasn't been recovered, so when our customers call to make a booking, they still hear the message 'you have dialled an incorrect number'.

I have also found out today that the number is logged as status 'spare', which is deeply concerning, as I believe this means that it could be allocated to someone else.  This is another error, as this status should not be activated until 31 days after the service closed.  

I had been dealing with the local business sales team, however it's now becoming more difficult to speak to them.  I couldn't get in touch with them forn2 days, so I tried faults (referred me to billing), billing (cut me off whilst explaining the issue) and 'orders' who said they will look into things for me, but mainly relating to the new contract.

Required resolution:
For the status of our number to be changed so that it is safe and the copper line to be reconnected with our number asap (as it still should be) so we can go back to taking bookings over the phone. 

I also want to try to get compensation for the business we have lost over the past 3 weeks, due to the process not being carried out in line with BTs own Code of Practice.

You have to remember that BT do not do any work in exchanges or install cables.
That is done via openreach. who while part of the same group can not prioritise BT work. So afraid you are stuck waiting for OR to do the work.

You will not get your copper line back. As this is a ongoing process to remove copper lines from the network.
 As to taking bookings, suggest that you use a mobile & advertise this.

Compensation will be as per your contract, as this is B2B it will all be defined in there. So all you can do is raise a complaint.

the_lunatic_is_in_my_head

Hello OP

Have you emailed the CEO contact for BT (Google CEO email and search that site for BT), business customers have far less protection than consumers and service tends to be lesser so compensation might not be forthcoming but the excective team might be able to assit in getting the line back up sooner rather than later.

voluted said:

If you are running a business, this isn't the correct forum for it. You need to engage a legal professional who can guide you further.

19 posts and already in charge of the forum!

Hoenir

I'm surprised by the lack of any prior communication. BT has an automated overdue notification system. Suspect that they will rigourously bat that accusation away.  As their systems will  have a record of what was issued and when. 

sunny_days775

born_again said:

sunny_days775 said:

We're a small restaurant and BT customer for over 30 years.  

With 2 overdue bills, the line was permanently disconnected, without the correct procedure as per BT Business' Code of Practice being followed, ie there were no reminders, prior warnings, restrictions or suspensions.

The day the number stopped receiving calls, I called BT, paid the amount due (£471.14) and was given confirmation (verbally) that the line would be reconnected within 24 hours.

When this did not happen, I contacted BT and was told that because it was an old copper line, BT would not pay for it to be reconnected, unless I entered into a contract for digital voice.  I did this on the understanding that the line would be recovered in (worst case scenario) 2 weeks, so that we could divert the calls to another phone and not miss any more calls / bookings.

This was 3 weeks ago and the line still hasn't been recovered, so when our customers call to make a booking, they still hear the message 'you have dialled an incorrect number'.

I have also found out today that the number is logged as status 'spare', which is deeply concerning, as I believe this means that it could be allocated to someone else.  This is another error, as this status should not be activated until 31 days after the service closed.  

I had been dealing with the local business sales team, however it's now becoming more difficult to speak to them.  I couldn't get in touch with them forn2 days, so I tried faults (referred me to billing), billing (cut me off whilst explaining the issue) and 'orders' who said they will look into things for me, but mainly relating to the new contract.

Required resolution:
For the status of our number to be changed so that it is safe and the copper line to be reconnected with our number asap (as it still should be) so we can go back to taking bookings over the phone. 

I also want to try to get compensation for the business we have lost over the past 3 weeks, due to the process not being carried out in line with BTs own Code of Practice.

You have to remember that BT do not do any work in exchanges or install cables.
That is done via openreach. who while part of the same group can not prioritise BT work. So afraid you are stuck waiting for OR to do the work.

You will not get your copper line back. As this is a ongoing process to remove copper lines from the network.
 As to taking bookings, suggest that you use a mobile & advertise this.

Compensation will be as per your contract, as this is B2B it will all be defined in there. So all you can do is raise a complaint.

Thank you for your comment.
The BT employee I've been dealing with in the local business team specifically told me that he had been speaking with the operations team about the copper line being recovered and told me they would definitely get it done by the end of last week (which hasn't happened).  

sunny_days775

the_lunatic_is_in_my_head said:

Hello OP

Have you emailed the CEO contact for BT (Google CEO email and search that site for BT), business customers have far less protection than consumers and service tends to be lesser so compensation might not be forthcoming but the excective team might be able to assit in getting the line back up sooner rather than later.

voluted said:

If you are running a business, this isn't the correct forum for it. You need to engage a legal professional who can guide you further.

19 posts and already in charge of the forum!

Thank you, I will try this 👍

sunny_days775

voluted said:

sunny_days775 said:

We're a small restaurant and BT customer for over 30 years.  

With 2 overdue bills, the line was permanently disconnected, without the correct procedure as per BT Business' Code of Practice being followed, ie there were no reminders, prior warnings, restrictions or suspensions.

The day the number stopped receiving calls, I called BT, paid the amount due (£471.14) and was given confirmation (verbally) that the line would be reconnected within 24 hours.

When this did not happen, I contacted BT and was told that because it was an old copper line, BT would not pay for it to be reconnected, unless I entered into a contract for digital voice.  I did this on the understanding that the line would be recovered in (worst case scenario) 2 weeks, so that we could divert the calls to another phone and not miss any more calls / bookings.

This was 3 weeks ago and the line still hasn't been recovered, so when our customers call to make a booking, they still hear the message 'you have dialled an incorrect number'.

I have also found out today that the number is logged as status 'spare', which is deeply concerning, as I believe this means that it could be allocated to someone else.  This is another error, as this status should not be activated until 31 days after the service closed.  

I had been dealing with the local business sales team, however it's now becoming more difficult to speak to them.  I couldn't get in touch with them forn2 days, so I tried faults (referred me to billing), billing (cut me off whilst explaining the issue) and 'orders' who said they will look into things for me, but mainly relating to the new contract.

Required resolution:
For the status of our number to be changed so that it is safe and the copper line to be reconnected with our number asap (as it still should be) so we can go back to taking bookings over the phone. 

I also want to try to get compensation for the business we have lost over the past 3 weeks, due to the process not being carried out in line with BTs own Code of Practice.

If you are running a business, this isn't the correct forum for it. You need to engage a legal professional who can guide you further.

Thank you for your comment.  
I wasn't aware of that, although a business, we're still a customer.
As a small business, we can't afford legal advice, does anyone know where we can get this for free?

born_again

You might have some legal advice via your insurance?

While you are a customer, you have a business 2 business contract. Which does not have the same consumer protection.