Desperate Pensioner V BT Machine.

If you made the formal complaint more than eight weeks ago and it remains unresolved, you can ask for a deadlock letter and go to the ombudsman and they must give one to you. They can optionally give one to you before that.

When I raised a complaint through my account on the BT website (over my phone service, they were billing me for calls I had not made), they called me within a week and it was resolved.

You could try the BT Community forum

https://community.bt.com

They have moderators who have a very good track record of sorting out problems if you can catch their eye.

Ring up , answer the question "what are you phoning about " with just the word "complaint"

Get a different team

Geoff1228 wrote: »

Can anybody help me I am having similar problems to many people who have posted on these pages. I am being charged for a broadband service that I do not have with BT, its now with John Lewis. This has been going on now for nearly 3 months and I can not get any sense out of the customer service people. All I get from them is that the problem will be sorted out in the next bill but it never is. I've raised a complaint and was told I would be contacted within 24 to 48 hours and they have not done so. I can not afford pay nearly a £100 for a service I am not getting Can any body help me to sort out this nightmare.

Is your John Lewis your phone and broadband provider, or broadband only, if phone and broadband did you take your phone number to JL ?
Is your BT bill the same as it always was ( phone and broadband or just phone or just broadband ?)
If you migrated the service , in other words JL were responsible for the migration from BT, did you get a 'sorry to see you leave' letter or email from BT ?, that's a standard thing on migrations (and a good clue that it's a migration that was ordered and not a new line )

It's possible, that if the wrong order process was used by either you or JL and you or they effectively asked for a new line rather than a migration, then rather than fit a second line alongside the existing BT line,which is what the OR should have really have done, the Openreach engineer basically swaps over service in the exchange, leaving your BT service 'alive' but not leaving the exchange ,if that's the case , BT would be unaware that this is what the OR engineer did , and bills would obviously still be produced, until you advise them to cease the BT service, in these situations BT and OR are effectively totally separate entity's, the OR person cannot advise BT on your behalf.

A lot depends on what product was ordered ( migration or new line ) andirons a new line, what the Openreach engineer did and said, ( if you saw or spoke to one on the day)... if a migration was ordered by JL then you wouldn't have been told to stay in on the changeover date, but told everything would be done remotely (at the exchange), if a new line was ordered ( possibly with a new number ) you would have been told to be at home on the appointment day, in case an OR engineer needed to call, can you remember what you were told by JL and the OR engineer,if there was an OR engineer ?
If it were a new line, even if you thought you were getting a migration, the onus is on you to cease the 'old' line otherwise you pay for two, even if you only have access to the one.
There have been situations where the customer said they didn't want the second line socket alongside the existing sockets, so the engineer swaps over service but tells the customer they must contact the old provider to cease that line otherwise they will continue to get bills from the old provider until they do so.