3 weeks without wrongly disconnected BT Business line

Grumpy_chap

As a business, consumer rights will not apply.  The OP needs to look at their contract to see what the remedies are for a business line with BT.

BT will not re-enable the copper line.

I am amazed that there was no prior communication from BT about the potential disconnection.  I also suspect that the likelihood of any compensation to be extremely slim.  BT will, ultimately, put the root cause of whatever has happened down to the business failing to pay the bill for at least two months.  The best action for the OP will be to arrange an interim phone line / number and put in place admin processes so that future bills cannot slip payment.

Jumblebumble

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 dealing with BT Local Business please be aware that they are NOT BT Business but a separate limited company
We have had direct experience of them deliberately misleading customers so now I take what their salesman say with a large handful of salt
( Cust wanted to move office bit was still in contract. BT LOCAL Business concealed the fact that they had included rental of an unnecessary and unwanted firewall in the new  contract despite the fact that it should have been obvious that as the were supplying a modem only package in the old site that the customer had their own perfectly good firewall)

DullGreyGuy

sunny_days775 said:

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?

A customer yes but customers are divided into consumer (private individuals) and business/commercial. In a few cases vSMEs have rights closer to consumers than business but generally not and consumers have much hire protection by law whereas businesses are supposed to be properly advised and be able to negotiate properly themselves. 

Some law firms do pro bono work but again they tend to focus on more heart string cases than businesses. If you have Legal Expenses cover on your business insurance then it may include an advice line.

Do you have internet in the restaurant separate to the BT phone line? Do you have good mobile signal if not? If your not making lots of outbound calls and do have some form of internet access I'd question if a copper line is really the most cost effective solution anyway.

user1977

sunny_days775 said:

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.

As a small business, we can't afford legal advice, does anyone know where we can get this for free?

Why would anyone give businesses legal advice for free? How many of your other supplies and services do you get for free?

cannugec5

10 days ago our landline with Vodafone was switched to Digital Voice. However this does not suit us due to the odd position of the master socket ( under a sink ). 

I put a formal complaint to Vodafone, for misleading me in a telephone conversation, whereby they’d said it was fine for the router and phone to be in separate rooms. They have accepted this complaint and have arranged with Openreach for a new master socket to be installed at the end of this week. 

I had asked just to go back to the copper wire, but as others have already said, I was informed it is impossible to go back. 

Assuming they fulfill their intention of a new master socket, I will be happy with the outcome. It will have been 12 days without a landline, but I’m not using it for a business. 

PHK

born_again said:

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.

Yes, no one here should offer legal advice or if they do it shouldn’t be relied upon. 

There is a small business forum on MSE, which is more likely to help with practical things. 

Any business really needs some sort of legal assistance. That can be provided as part of insurance or may be available from a trade group or association.