BT accidentally terminates all business connectivitity

One of my relations runs a business and recently saw BT's latest business offers for their "Superfast Fibre Enhanced & Cloud Voice Express" bundle, which would cut his bills by nearly half. So he called up and ordered it.

His new router duly turned up, but on the install date the engineer didn't. He called instead from a nearby premises, he had been sent to the wrong address. But because that's what his paperwork said, he said he couldn't go to the correct premises and it would need to go back to BT to resolve.

The next day the customer got a call from BT trying to charge him for a missed appointment! Not so fast he argued, you went to the wrong place. That seemed to get resolved, but then the same or next day, the customer's landline went dead, along with their internet. And for good measure, their email address as they use the included @btconnect.com email as their business address (I know, not a good idea) also was disabled.

Now despite repeated calls to BT over the last 4 days, they've been told the best BT can do to restore their landline and set up broadband is 10th March. After 4 days offline they did finally manage to restore the email account today. Obviously this is not good enough, and is potentially business destroying. Does anyone have any quick routes to escalate a problem like this for a faster resolution? I've suggested the online comlaint escalation form as the phone calls don't really seem to be achieving anything.

As it is, the online offer for the Superfast Fibre Enhanced & Cloud Voice Express service talks about "signing up today, getting online tomorrow" using the 4G assure part of the service, but again BT have failed to offer this either. They did advise the customer to go out and buy a USB mobile dongle and said they'd refund the cost, but the customer being a bit of a technophobe, hasn't done this yet, and probably won't bother now he has email back on his phone. The lack of landline is now the biggest issue.

Email to the CEO of Chairman - either will get passed to the Executive Complaints team who will deal with it as a matter of urgency. They will bring in the required resources.

They also need to demand that the landline number is immediately diverted, at BT first to a mobile.

Could they not get BT to raise an emergency order as described in this post?

Thank you very much, they sent the email late this morning and they have since had several emails and a phone call from the Office of the CEO and complaints team. They also now have a named point of contact, so it looks more promising. They haven't yet sorted out the number reinstatement to a mobile, but will be turning up on Monday to reestablish a phone line as a first step.

Thanks, looks like that's what has been done as BT have said they (I guess Openreach) will reinstate a phone line on Monday. Initially not with the correct number, but baby steps!

Sounds promising and having the named contact makes it easier. That contact will have many individuals in various departments who will override restrictions to get things done.