I have been switched from my telephone provider to another without my knowledge. I discovered that my BT broadband was not working and that my phone line could only make outgoing calls. BT initially informed me that my line had been seized, then claimed that there was a fault on the line that would take three working days to fix.
Given a pending weekend this meant I would be without a phone for five days and as a disabled, terminal cancer patient it’s vital I can communicate with the hospital and the GP’s surgery. Next BT decided my line had been seized following a request by Sky. I called Sky, which declared I was not a customer so they couldn’t speak to me and sent me back to BT. AF, London
It took BT four weeks to restore your phone number and broadband and a further two to reinstall special service features. It also took the press office three weeks to respond to me.
It admits that “a mistake in address records” allowed Sky to take over your line in error. BT declares – unconvincingly – that it restored your services as quickly as it could and has offered to pay you £200 in compensation. This sounds fair until you realise it includes the £45 you had to spend on mobile broadband vouchers while you were without your line, two months rental credit for the period you were without service and a further two months as a gesture of goodwill. You were hoping for twice that, given the hassle you have suffered, but sadly BT won’t budge.
There’s a possibility that it might be more generous if you contact the ombudsman and achieve a ruling that you are entitled to more.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
