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Standard User HarpingOn
(regular) Mon 23-Jun-14 10:41:55
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BT won't let me leave!


[link to this post]
 
They won't give me a deal, nor a MAC code. They point blank refused.

The reason is, that I have an 'open order' whatever that means to them.

They sent me an email telling me they were going to start charging for BT Sport, so I told them on Friday to cancel BT Sport.

Today I find out that apparently this means that I won't be able to do anything to my account, including retentions or leaving, until after July 18!

At which point I need to give them /another/ months notice

Some way to hang on to your customers this is. Pffft
Standard User johnjburness
(eat-sleep-adslguide) Mon 23-Jun-14 11:31:28
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Re: BT won't let me leave!


[re: HarpingOn] [link to this post]
 
My understanding was that, under OFCOM Guidelines, they MUST provide the MAC Code within 5 working days of the request.

This has to happen regardless of Contract Status (even if it means incurring a penalty charge, under the Contract).

Regards,
John
Standard User Oliver341
(eat-sleep-adslguide) Mon 23-Jun-14 11:39:09
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Re: BT won't let me leave!


[re: johnjburness] [link to this post]
 
The BT Sport cancellation order has probably locked the order system for 48 working hours. Most likely it will be cleared tomorrow.

Oliver.


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Administrator MrSaffron
(staff) Mon 23-Jun-14 11:41:21
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Re: BT won't let me leave!


[re: johnjburness] [link to this post]
 
If an existing broadband order is in place they can refuse, i.e. there are caveats to the requirements.

Cancelling YouView/BT Sport should not require an actual change to the broadband sufficient to stop a MAC being generated I believe though. More likely BT Retail computer system just set up that way.

If going to a full LLU provider you don't actually need the MAC anyway, just need to give the notice to migrate elsewhere. Don't say cancel, but migrate to Sky/TalkTalk and they should/maybe understand

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User HarpingOn
(regular) Mon 23-Jun-14 11:45:44
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Re: BT won't let me leave!


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
The BT Sport cancellation order has probably locked the order system for 48 working hours. Most likely it will be cleared tomorrow.


They said it would be July 18 before I could request my MAC.

Escalated the call to a supervisor who confirmed same!

I don't doubt that BTs internal systems are set up this way, but that's not my concern, really.

Except in that it stuffs me up
Standard User Oliver341
(eat-sleep-adslguide) Mon 23-Jun-14 11:46:55
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Re: BT won't let me leave!


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
If going to a full LLU provider you don't actually need the MAC anyway, just need to give the notice to migrate elsewhere. Don't say cancel, but migrate to Sky/TalkTalk and they should/maybe understand

In some cases (e.g. Sky) the T&C takes notification from the gaining provider as notice, and is much safer than the customer risking a call to the losing provider which will possibly trigger a cancellation.

Oliver.
Standard User Oliver341
(eat-sleep-adslguide) Mon 23-Jun-14 11:48:17
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Re: BT won't let me leave!


[re: HarpingOn] [link to this post]
 
In reply to a post by HarpingOn:
They said it would be July 18 before I could request my MAC.

Escalated the call to a supervisor who confirmed same!

What they say isn't always correct. You might find requesting a MAC tomorrow or Wednesday works just fine regardless of what they claim.

Oliver.
Standard User johnjburness
(eat-sleep-adslguide) Mon 23-Jun-14 11:49:34
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Re: BT won't let me leave!


[re: HarpingOn] [link to this post]
 
Don't know whether it will help, but try raising a query via:-
http://bt.custhelp.com/app/contact_email/c/4950

Its my understanding that this gets dealt with by a local BT Centre &, hence, you might get a more flexible response!

Regards,
John
Standard User HarpingOn
(regular) Mon 23-Jun-14 12:40:14
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Re: BT won't let me leave!


[re: johnjburness] [link to this post]
 
In reply to a post by johnjburness:
Don't know whether it will help, but try raising a query via:-
http://bt.custhelp.com/app/contact_email/c/4950

Its my understanding that this gets dealt with by a local BT Centre &, hence, you might get a more flexible response!


Thanks. I've done that too.

Moving to Plus Net (frying pan, fire) and so far, they've been really helpful.

Unlike BT.
Standard User HarpingOn
(regular) Mon 23-Jun-14 19:30:20
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Re: BT won't let me leave!


[re: HarpingOn] [link to this post]
 
In reply to a post by HarpingOn:
In reply to a post by johnjburness:
Don't know whether it will help, but try raising a query via:-
http://bt.custhelp.com/app/contact_email/c/4950

Its my understanding that this gets dealt with by a local BT Centre &, hence, you might get a more flexible response!


Thanks. I've done that too.

Moving to Plus Net (frying pan, fire) and so far, they've been really helpful.

Unlike BT.



Aaaand ... Breathe

I have my MAC. Given it to Plus Net. I know, that's BT. But cheaper and better.

Got a phone call from the 'chairmans office' today apologising and saying that I shouldn't have been told what I'd been told.

Don't know which of the avenues of complaint I followed has led to this marvellous situation, but happy.

Stated switch over date is 1.July
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