Can you please get BT to fix our phone/broadband line that they’ve “cancelled due to inactivity”? I’ve had BT for over a year on an internet and phone package. It took three months to install, then, about 10 days ago, they canned it as “we weren’t using the phone”.
I’ve called customer service and the complaints department, but they are telling me it could be weeks before I get the service back.
At first they kept telling me I’d get a callback, or an engineer’s visit. Neither ever happened. Then they marked it as “resolved” online, even though it isn’t. Then they said it was fixed. Of course it wasn’t.
I have no idea how to get them to fix the problem. They won’t give me any numbers of people who can do -anything, just keep promising me I’ll get a callback, which never happens. ML, London
Another week and another BT customer complaining of being ignored – and something of a first for us, a customer having their phone line disconnected for not making a call. Upon further investigation it emerged that because it had taken BT three months to install the line, it had promised you free line rental/broadband for six months to compensate.
It seems that, at the time, BT didn’t have the number registered as a paid-for line and, as you weren’t using it – you only use mobiles – the BT “system” decided the line was unused.
After we intervened, BT did jump into action and got you reconnected inside three days. It will also let you leave and go to another provider if you wish, free of any cancellation charges.
On a wider note, you have to -question whether BT bosses are -monitoring how many complaining -customers really get the callbacks -promised by staff. Our postbag suggests these rarely happen.
Maybe Guardian readers are just being unlucky ...
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