I had a lovely lady from Plusnet phone me up today to say they were having problems activating my broadband and phone service because BT had de-activated the number. I gave her a give rundown of what had happened so far and she said that for a fee they could get BT to reactivate the number today – restoring my ability to make and receive calls by this evening and getting broadband within a week.
Being utterly digusted by BT’s inability to do anything, I took her up on the offer and submitted an official complaint to BT for being rubbish. A few minutes after submitting the complaint I got a call from a lovely man at BT saying that the way the change in the account had been done was completely wrong: it should have taken about a minute to change the names on the account and get a final bill issued immediately. The service should never have been disconnected and was there anything else they could help me with. Funny, if they’d told me this when I had started complaining on the phone I may have stayed with them, but since I had several conversations with a number of different people, none of whom had an alternative for me, or an apology, that ship has sailed.
Moral of the story: always put your complaints in writing (even an online contact us form), it seems to get things to the people who know how to resolve problems.