Having had a a lot of Grief with BT recently, I found your BT Customer Services Complaint website. It is intriguing that the first article on the page, by a Majella Foley, is both so similar and yet the complete opposite of my problem.
I have just moved to a new address and the previous occupants seem to have done a runner and left the country without paying any bills. I have unpaid notices and bailiff letters from them. They also never canceled their BT line.
Now I’m there, and I want to use the line. So I place an order with BT for the new line. Line currently active at that address, they say. So it will take 11 working days while they attempt to contact the current BT account holders to ask them if it’s OK to take the line over.
They will do this, I am sure, by either (a) attempting to phone them, on the line which is active at my flat or (b) writing to them, at my address.
Nobody will respond, and so BT after waiting 11 working days will determine they’re actually not there anymore, and reallocate the line to a new account holder, namely me, at the same address.
When I point out the futility of this, and additionally point out that they were chinese students and have left the country (I’m 99% sure of this, seeing as they did a runner without paying bills), ask to speak to someone else, get transferred all around the houses i’m eventually
put through to someone who promises that it will take just 3 working days to transfer the line.
When nothing happens 4 working days later, I phone up to check on the order progress. The Order doesn’t exist, they have no record of my previous call, the Order reference number they gave me over the phone previously ‘doesn’t exist’, and they have to start again. Another 11 working days, after 4 have already passed.
The following day (today), BT Customer Services phoned me up to confirm that this means it will take 11 working days, from today. Which now means that it will take until the 30th, when previously promised for the 27th, and before that the 19th. I’ve been in the flat since the 1st and the previous occupants left well over 2 months ago. BT’s Line Takeover policies and procedures are a Sham.