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    • 0161a
    • By 0161a 9th Sep 17, 2:22 PM
    • 28Posts
    • 7Thanks
    BT /Resolver
    • #1
    • 9th Sep 17, 2:22 PM
    BT /Resolver 9th Sep 17 at 2:22 PM
    This is a bit complicated, I will try and make it brief"!
    I moved into this house in 2002, as a single parent. My ex husband came round to see the boys, I asked him if he would call at the phone box on his way home and see how I go about getting the phone connected.

    The phone was connected instantly, I rang up to set a direct debit up to pay the bills. I have paid every month since September 2002.

    Letters ect always come addressed to him. I always tell them that he does not live here and never has.
    I have had different responses, some say they will change the name on the account to mine, some have said I need his permission to take his name off even though he has never lived here and I pay the bills
    Some say I would need to set up a new service with them.
    I no longer have any contact with ex husband.

    I have the same conversation with them every time I ring them ARGGGG .

    Fast forward to the past year or so, I have had constant problems with the broad band , cut outs and very low speed. I am not getting the service that I am paying for.

    After many frustrating phone calls to BT, I kept a log of the Broadband speed and decided to complain using Resolver, as recommended by Martin Lewis. The case was escalated to The Ombudsman.
    I thought I had a watertight case.
    I have now been told by the Ombudsman that they cannot proceed with the case as BT say I have no authority as the service is not in my name.

    I have contacted BT and told them that I am not happy as they have been quite happy for me to deal with the service(during renewal of contracts etc) They have been quite happy to take my bank details and take my money. I have told them that as they have been taking instructions and money from someone who is 'not authorised' them they should refund me and allow me to leave the contract with no financial penalty. I doubt they will agree-Help! Effectively, They are prepared to take my money even though I am not authorised but manage to evade an investigation by The Ombudsman by saying I am not authorised.
    Last edited by 0161a; 09-09-2017 at 2:37 PM. Reason: forgot something
Page 1
    • iniltous
    • By iniltous 9th Sep 17, 6:02 PM
    • 1,612 Posts
    • 620 Thanks
    • #2
    • 9th Sep 17, 6:02 PM
    • #2
    • 9th Sep 17, 6:02 PM
    If you (or your ex) set up the account in 2002 then unless you or he has agreed to any 'inducement' in mean time, you are well out of any minimum term, if the account is is in your ex's name , and you can get a better deal from another provider , then go thru the 'taking over a line ' process with another provider, at some point, a letter would be sent to your ex. ( but presumably at your address ) saying a new person has applied to takeover the line, as your ex doesn't live there and you're not likely to either open his mail , or object to the takeover, then without an objection , the line will be taken over by the new company but he account in your name not his.

    Its unclear exactly what your objection is, if it's just that they won't change the name on the account from his to yours, then change provider, if you don't want to change provider , just contact BT as a 'new' customer at the address, taking over service from your ex, that way you get the bill in your name and possibly benefit from any new customer offers
    Last edited by iniltous; 09-09-2017 at 6:06 PM.
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