BT won't let me leave!

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

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).

The BT Sport cancellation order has probably locked the order system for 48 working hours. Most likely it will be cleared tomorrow.

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

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

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.

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.

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!

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.

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

In reply to a post by HarpingOn:

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

Was it anything in the Complaints Procedure I gave you yesterday in this thread? Or something you'd already done? Such as an email to the CEO?

In reply to a post by RobertoS:

In reply to a post by HarpingOn:

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

Was it anything in the Complaints Procedure I gave you yesterday in this thread? Or something you'd already done? Such as an email to the CEO?

I suspect it was the complaints page which links to the forum post.

Hard to tell though, as I did raise it with OFCOM too, but I wouldn't have thought that avenue moves that quickly. Still worth logging it with OFCOM though as they probably want to record complaints about practice like this.