Working line transfer - why is it so complicated?

Question

I've been trying to do a working line transfer on the BT line in my flat for 2 months, and I don't understand what is so complicated about it, because I have placed the order twice
-the first time I wasn't told that I could only place the order in advance, so it had to be cancelled and done nearer the time
-the second time the order didn't go through for reasons I don't understand, but a guy in the complaints process told me that the current phone line had been cancelled and that I could be sorted out with a new landline in three working days.
Since the 2nd time I have contacted BT 3 times through their online complaint form asking them to do this out and also explain what has happening, and have had no response apart from the automated acknowledgement. I have asked for the complaint to be escalated to the next stage in their complaint process.
The phone line which BT confirmed would be stopped still seems to be active which is unacceptable as the guy whose name it is in no longer lives in the property, and I presume BT intend to bill someone for it at some point.
Is anyone able to give any advice on the best way to sort this out? I need a working landline in my name in my property, and BT told me 2 weeks ago that they could sort this in 3 working days, but now just seem to be ignoring me.
I have been planning to try phoning to speak to someone, but it is hard to do so when I am at work, and I have been trying to get everything in writing, and last time I phoned up BT I spoke to someone who clearly had no idea about anything, but if anyone has any advice please let me know.
Has anyone had similar problems?

Answer 1

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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