Accidental Cancellation of new BT order

[#1]

Like many members, I recently placed an order to upgrade to full fibre without realising there is no easy option to retain my landline number. Instead, I was offered the option to switch to BT with Digital Voice. An agent rang me and I placed the orders to cease my phone line, port my number to BT and upgrade to BT full fibre. A few days later I received an email from Plusnet to WELCOME ME BACK to Plusnet as my order had been cancelled. I checked my BT account and it had been cancelled. Plusnet say this was AN ACCIDENT but they can't re-instate the order. I have to contact BT and place the order again. This includes the need for a DUPLICATE CREDIT CHECK which will damage my credit record. I have told Plusnet that I refuse to do anything. It is their mistake and they must find a way to reinstate my original orders with their parent company - BT.

So, warning to all mambers. If you switch to BT, Plusnet may just accidentally cancel your order and be unable to do anything about it. I am now going to wait for a non-BT company to provide these services in my area. I will never deal with a BT company again.

[#2]

Hi @KeithKnight,

I'm genuinely sorry again for what has happened and the difficulties we've caused you. 

Just to confirm as we've already discussed. One of our agents had cancelled the export of your landline number by mistake as they incorrectly thought this order was linked to our own already cancelled FTTP order. 

This then caused your FTTP and Digital Voice account with BT to fail. As this is the case, I'm afraid there is no way for anybody to progress the order to Openreach again without signing up a new account. If we could, I would.

I can assure you however that feedback will be passed on regarding this, so we can try to ensure it doesn't happen again.

While a credit check may have been carried out, as the account never went live, it should not leave much of a negative impact on your credit report, unlike payments failing which do have a bigger impact. 

If you're not happy to create a new BT Account then I've offered to waive termination fees, so you can move to any other provider outside of BT Consumer, as there are others who use Openreach's network.

Alternatively, you can stay with Plusnet as your landline and broadband provider. 

Failing this I've explained our complaints process and I can arrange for a manager to call you back if you would like. 

Please let me know by replying to the ticket logged Here with how you would like to go ahead.

[#3]

An anonymous Plusnet agent cancelled my number port without my permission. You of course know who did this as all actions are recorded against a terminal number and login. If I place a fresh order with BT, a further credit check may damage my credit rating and stop other providers from granting me a new account. In any case, there is absolutely NO GUARANTEE that another Plusnet agent wont continue to cancel all further number ports without any accountability. This is obviously a conspiracy to prevent customers from switching. OFCOM guidelines state that customers should be able to port their numbers but Plusnet is covertly preventing customers from doing so. Unless you can categorically guarantee in writing that any future request to port my number CANNOT and WILL NOT ever be cancelled again - and I know you can't - then I will not place a new order and will never do so unless the credit check is forgone (as it has already been done).

[#4]

Hi Keith,

Sorry but I'm confused as I haven't said I don't know who the agent was. I do know and have passed feedback on.

I can assure you there's no conspiracy though and the mistake was simply human error. As we're happy to feedback the bad experience you've had so we can try to ensure it doesn't happen again, there is accountability. I cannot however provide you with the outcome of a internal feedback investigation. 

Additionally, I do appreciate the worry about going through another credit check, so have you given any thought into one of the alternative resolutions I've offered? Happy to give you a call to talk about it further? 

[#5]

Moderators Note

This topic has been moved from Full Fibre to My Order