Tell them you are about to cancel. That usually gets them running. DS worked for Telewest answerdesk in his college holidays. Apparently inhouse the cancellation phone number was called the reconnection department, as they were supposed to bend over backwards and do almost anything to stop people actually leaving.
Thats pretty poor response from BT in my opinion and I have been with them for years,I wonder what they would do if all their customers took the same attitude when they send out their on line bills ? Oh I know they will just disconnect you !! without a second thought.
There is a phishing scam going round at the moment where very genuine-looking emails, with the BT logo, tell you that BT are unable to process your payment and asking you to follow a link....with the inevitable results.
I've forwarded these to [email protected] but had no acknowledgement, I've phoned the (unmanned) 'helpline' which tells you nothing. So today I tried to speak to a 'BT Customer Service' (excuse the oxymoron) person, who wasn't interested, couldn't have cared less, admitted they were scams, but BT have no intention of alerting customers and yes, he's obviously had hundreds of calls about this and is frankly bored.
So, those of you who are BT customers be alert to this as the company itself (which incidentally is a communications company) cannot be arsed to warn you