BT ceased line in error and won't repay charges

BT ceased my phone line in error (they have admitted it was an error) and I incurred disconnection and re-connection charges from my broadband supplier. Now BT are saying that they won't repay the charges that I incurred, and they even tried to charge me their own disconnection charge. Has anyone else had the same experience.

I had a complete nightmare with BT which endured for a couple of months and still wasn't being resolved effectively. My final resort was an e-mail to the CEO: It was then dealt with at the level of priority which was appropriate.

Formal complaint then ADR.

Hi monsieur_goat,

I can look into this, so if you want send over your details via the web form below and I'll be able to look into this for you:

http://bt.custhelp.com/app/contact_email/c/4950

All the best,

Stephanie
BT Support

Stephanie, thanks for the offer to use your webform. However, over the past few weeks I have used enough of BT's webforms and got nowhere. So here is a more complete description of what BT did to me ...

A few weeks ago I received an email from BT thanking me for �my order� and saying my line would be ceased in 2 days time. I had never placed an order and called them immediately to ask what was happening. Due to a family bereavement I had to work from home the following week and the last thing I needed was problems with phone and broadband. I was told not to worry and that the order simply related to a property at which we used to live.

Despite the assurances I had received, my line was disconnected two days later and with it went my broadband, which comes from another supplier (we�re on a Market 1 exchange and BT don�t offer a suitable service) who immediately passed on to me the charges they had received from Openreach for the disconnection.

I spent the majority of the next three days attempting to get BT to recognise that they had disconnected me and I needed re-connecting (I had a funeral to organise!) and had to take leave from work as I didn�t have sufficient holiday allowance. BT reconnected my phone in 3 days but offered no assistance with sorting out my broadband.

I was repeatedly told by BT that if I took �broadband from BT� I would be reconnected more quickly. To be honest, I am deeply suspicious that BT were deliberately slowing the process to force me to take their broadband. I was told numerous times that I would be without broadband for 10 days unless I took BT broadband. Remember, it was BT who ceased my line in the first � can you think of a better definition of pressure selling?

I was also informed at the time by residentialservices at BT that they would cover any costs resulting from the disconnection. However, today I have been told that they will not pay any costs, not even the charges for the disconnection and re-connection of my broadband. The only thing that they have said they will pay is the cost for the early-disconnection of my phone line that they had unbelievably added to my most recent phone bill.

I have incurred hundreds of pounds of costs as a result of BT�s mistake and they caused complete chaos at deeply traumatic time for my family. They have admitted that they made a mistake and that their mistake has cost be hundreds of pounds. But they won�t repay me.

In reply to a post by monsieur_goat:

Stephanie, thanks for the offer to use your webform. However, over the past few weeks I have used enough of BT's webforms and got nowhere. So here is a more complete description of what BT did to me ...

A few weeks ago I received an email from BT thanking me for �my order� and saying my line would be ceased in 2 days time. I had never placed an order and called them immediately to ask what was happening. Due to a family bereavement I had to work from home the following week and the last thing I needed was problems with phone and broadband. I was told not to worry and that the order simply related to a property at which we used to live.

Despite the assurances I had received, my line was disconnected two days later and with it went my broadband, which comes from another supplier (we�re on a Market 1 exchange and BT don�t offer a suitable service) who immediately passed on to me the charges they had received from Openreach for the disconnection.

I spent the majority of the next three days attempting to get BT to recognise that they had disconnected me and I needed re-connecting (I had a funeral to organise!) and had to take leave from work as I didn�t have sufficient holiday allowance. BT reconnected my phone in 3 days but offered no assistance with sorting out my broadband.

I was repeatedly told by BT that if I took �broadband from BT� I would be reconnected more quickly. To be honest, I am deeply suspicious that BT were deliberately slowing the process to force me to take their broadband. I was told numerous times that I would be without broadband for 10 days unless I took BT broadband. Remember, it was BT who ceased my line in the first � can you think of a better definition of pressure selling?

I was also informed at the time by residentialservices at BT that they would cover any costs resulting from the disconnection. However, today I have been told that they will not pay any costs, not even the charges for the disconnection and re-connection of my broadband. The only thing that they have said they will pay is the cost for the early-disconnection of my phone line that they had unbelievably added to my most recent phone bill.

I have incurred hundreds of pounds of costs as a result of BT�s mistake and they caused complete chaos at deeply traumatic time for my family. They have admitted that they made a mistake and that their mistake has cost be hundreds of pounds. But they won�t repay me.

E-mail or send at formal letter of complaint to their CEO , or register your claim in the small claims court ,sue them for damages the adsl cease fee and re connection/set up fee, plus reasonable expenses for your time in getting this sorted out,

Neither she, nor any other BT_Care rep here, can help you without the phone number and username requested on the form, unless you also PM them with that info and include a link to your post.

In reply to a post by tommy45:

Tommy?

Why do you always quote the whole of a post you are replying to?

OK, with a short post it doesn't matter, but when it's a big one it's a pain. We've all read the original. If you only want to make it even clearer who you are replying to than is already clear from the links in your post header when you use the normal Reply button instead of the Quote one, how about doing what I've done here to illustrate? I.e. quote but delete the entire content.

Please?

I agree! It's not like he's making a specific point on a particular part of the post.

My arm's aching from scrolling down all that way .

@ Tommy: Please resist doing it.

Good to see BT are reading posts and offering support. Shame though that it needs Media intervention for BT and other ISPs to respond to customers. As viewed regularly here.