I wanted to tell BT that I was moving to a new office and needed to have the phone taken out of the old office. I held on for 5 hours trying to talk to a human. All I got was the same message over and over that they were very busy and I was in a queue. When I got through to someone it was the wrong department and then when I was being transferred they cut me off! I gave up, wrote to them and just cancelled the direct Debit. Let them find me if I owe anything. Very Very bad for a Telephone company. I have been a BT Customer for 40 years but I might change soon.
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