Slamming - why do BT think they can get away with ...

Question

On 4th June my phone line (rental through Sky) went dead. I called them and was advised BT had told them they were taking over my line and they had to terminate my account. I had broadband with BT at the time - which they kindly terminated two days later without advising me.  This left me with no phone line or broadband and no explanation or apology. To cut a very long story short....it WAS a BT error - one in a long line. Having spent in excess of 6 hours on a mobile phone trying to sort out the mess, I wrote to Durham to try and get reimbursement and compensation. I eventually received a response quoting a phone number and pin code. It didnt work - surprise surprise!  It seems BT's answer to dealing with complaints is keep fobbing people off and passing them from pillar to post until they give in.  I won't be giving in - I have already registered a complaint with Otelo and am trying to no avail to obtain a letter of deadlock. Despite being promised callbacks from mysterious 'managers' these have not materialised.  All I want is a letter of deadlock - or perhaps I should just bypass otelo also and go directly to county court to have my complaint dealt with?

Answer 1

Hi
I am afraid that this appears to be a deliberate policy of misleading by BT...it occurs too often for it to be accidental. Its a shame but they just ignore their basic legal duty of care
Write to Warren Buckley MD customer services giving them 14 days to put right. Explain that has caused distress and real financial loss. Send by registered post.
If you have not heard from Bt within 14 days then ask for resolution by another 14 days and copy the customer services team attached to the directors office. If no response by then commence complaint to the watchdog as per my earlier note. It is an illegal action that BT have done and they have very little defence. They also have a duty of care that extends to rectifying the situation...and mitigate your losses.
If you decide to go to court for compensation Bt defence that Open reach or wholesale is a separate company will not work as it ultimately an associate company by management and ownership. The legal position re their liability to put things right is clear. Bt cannot hide behind blaming the Broadband provider as the service level agreement between them and the provider will clearly set out responsibility and the Judge etc will ask for clarification from BT legal representative............at that stage the liability for BT will become totally transparent and if they have mislead the customer ...in writing or on the phone (document your conversations) then they will have a huge hole in their case and also the damages awarded will be higher. 
Finally if you go down the small claims court route (as per my earlier route) do not put a total amount on your claim and leave it open.............thsi will prevent BT form applying to the court to be held at their local county court.........you therefore have the hearing at your court and Bt will have to travel to it or not turn up...if they don't turn up then you can apply to the court for the finding against them in their absence..which will often be accepted........
BT is a symbolic company that ha as very arrogant attitude to its customers and quite frankly their customer service sucks....every time you complain to the ombudsman it costs BT money and so they will quickly focus on getting their customer service if their costs start rocketing