End of contract disconnect

Hi, I am not a TT customer but I am posting on behalf of someone who is (or was).

My friend came to the end of his 18-month TT contract (voice + BB) and wanted to change from the Talk3 scheme to Talk2. He phoned TT and arranged this and was sent a letter welcoming him to Talk2 and showing how much he would be paying.

A week later his phone + BB then down. He phoned and was told it would be reconnected in 14 days. Another week later he phoned again and was told different things by different operators. Eventually a supervisor told him that he would have to have his phone line reconnected by BT, wait 3 months and then apply for Talk2 again.

Surely it can't be this complicated starting a new TT contract? Isn't there an easier way?

Ask for the high level complaints dept as something serious has gone wrong.

It looks like getting back on to TT is going to be expensive. My friend has to pay BT

Those fees are unlikely to be a just or legal charge to your friend. They will form part of his compensation claim should the facts that you have described be confirmed.