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I signed up for the MSE/BT deal on the 13 Feb, online. Well, I tried to. I went through the whole process and gave bank details, however BT never sent a confirmation letter as promised. I chased after 9 days, spent nearly 1.5 hrs on the phone and eventually got:
the order has been cancelled; we don't know why; please hold for the "specialist offline team"; no, it is not possible to contact this team as they are "offline" (Like us!) ; they'll definately ring you back by 4.00pm ; we can't do anything as they don't have a phone number or email address; okay they probably won't call you back ; have you tried looking for other offers, or other suppliers?
I am miffed that there was no communication about the cancellation and concerned that I have entered a direct debit agreement I will now have to monitor. Also wasted several hours i'll never get back.
When the customer service team say "I'd just give up if I were you" its time to look elsewhere.0 -
Jim_coleman wrote: »I signed up for the MSE/BT deal on the 13 Feb, online. Well, I tried to. I went through the whole process and gave bank details, however BT never sent a confirmation letter as promised. I chased after 9 days, spent nearly 1.5 hrs on the phone and eventually got:
the order has been cancelled; we don't know why; please hold for the "specialist offline team"; no, it is not possible to contact this team as they are "offline" (Like us!) ; they'll definately ring you back by 4.00pm ; we can't do anything as they don't have a phone number or email address; okay they probably won't call you back ; have you tried looking for other offers, or other suppliers?
I am miffed that there was no communication about the cancellation and concerned that I have entered a direct debit agreement I will now have to monitor. Also wasted several hours i'll never get back.
When the customer service team say "I'd just give up if I were you" its time to look elsewhere.
Telling you to give up is properly the only honest piece and probably the best piece of advice they could give you. I was contacted by the Rep on here called Olga she gave me a web address to contact them on for explaining my problems. Haven't recieved a reply or acknowledgement. I'm not holding my breath....0 -
I don't know much about the deals but I can say I'm not too impressed with the performance of Infinity. I live very close to the street cabinet and everything appears fine with the connection except at peak times when speeds drop significantly and ping times get very high. There are times where I switch to tethering on my mobile to get around peak time congestion.
Its strange because I never had problems like this with my bog standard ADSL connection.0 -
Hi David,
My husband posted last night under this user name explaining all the problems we have been having with the BT deal. Despite signing up within the time period and having a confirmation email, nothing further happened and he was told yesterday that someone within BT had cancelled the order. That was after having to make several calls and being on hold for half an hour on their customer helpline.
I'm new to this forum, so I'm not sure how to find my husband's post but it explains this all in more detail under this user name - hope you can find it.
The BT deal and their customer service sound like a bit of a shambles!
Katie0 -
Had our engineer appointment this morning to do the install. Turns out our master socket is located behind a radiator in our front room! So to proceed with the installation we'd have to get someone round to remove the radiator, book another installation appointment (which would probably take another fortnight) and then get the radiator mounted again.
When I called Virgin to give my 30 days' they offered a similar (not quite as attractive) deal to get me to stay. As I wanted to make sure I was happy with the broadband speed before completing the switch, I chose to leave the Virgin account active until I could evaluate it.
Due to the fuss involved with the radiator – plus either having the Home Hub stranded in a strange end of the room or opting for a cable to run across the length of the room to the TV cabinet – I’m now thinking of sticking with Virgin. I was always happy with the service – it was just the cost that was creeping up. I presume I’ll get the £220-odd upfront payment refunded by BT…Increasingly money-conscious
:cool:0 -
I've had nothing but problems since upgrading to BT Infinity.
I've applied for, and chased my sainsburys vouchers several times, and they keep referring me back to their website.
My (BT supplied) router freezes several times a day, disconnecting all devices; but their technical support tell me my PC is faulty - what all of them at the same time?
Every time I contact BT they cant locate my account, or if they can locate it they can't access my details due to a fault.
Last week I tried to change my infinity package, but couldn't complete the order (due to a fault),
And now I've just received an email saying that I failed their credit check and have to pay a deposit - I'm an existing customer, and haven't been able to place an order, why have they credit checked me?
Just checked my bank account, and BT have set up a new direct debit that I haven't given permission for.
I will be tearing a strip off their chairman's office tomorrow.0 -
Jim_coleman wrote: »Hi David,
My husband posted last night under this user name explaining all the problems we have been having with the BT deal. Despite signing up within the time period and having a confirmation email, nothing further happened and he was told yesterday that someone within BT had cancelled the order. That was after having to make several calls and being on hold for half an hour on their customer helpline.
I'm new to this forum, so I'm not sure how to find my husband's post but it explains this all in more detail under this user name - hope you can find it.
The BT deal and their customer service sound like a bit of a shambles!
Katie
Hi Katie/Stuarth1978,
I've had the exact same problem - signed up to the deal via the MSE link, had a confirmation email and then nothing. Rang them only to be told (eventually after two painful phone calls, one of which I was cut off from) that my order had been cancelled for no apparent reason - I was honestly told that 'when you order TV and broadband sometimes it's too much for the system' - and that they couldn't honour the cash back and voucher. I've paid out £290 getting an aerial installed in order to use BT because on balance the deal made financial sense. I eventually found an email complaint option on their website although I emailed on Friday night and all I've had back is an acknowledgement saying that at busy times it could take them 96 hours to respond. I'm giving them the benefit of the doubt that they mean working/week days, but their customer service is abysmal.
My next step will be to try to involve MSE if possible as this was their deal and to be frank BT are embarrassing them. If you're keen it might be worth us putting in a joint complaint to MSE.
Let me know what you think.
James0 -
I signed up for the BT infinity deal with £30 cashback on the 18th Feb- just a few hours before the deadline. Phoned them 2 days later with my MAC code which they gladly accepted and added to my order. Rang then about a week later as I had heard nothing more and since then have been passed from pillar to post. They appear to have lost or cancelled the order and don't seem interested in honouring the original details of the order Have now got a complaint raised to see if they can honour the original order benefits I placed. Got a call from complaints team today who are still unable to resolve issue so awaiting a further phone call tomorrow apparently!It's easier to get forgiveness than to ask permission
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tranmererovers wrote: »I signed up for the BT infinity deal with £30 cashback on the 18th Feb- just a few hours before the deadline. Phoned them 2 days later with my MAC code which they gladly accepted and added to my order. Rang then about a week later as I had heard nothing more and since then have been passed from pillar to post. They appear to have lost or cancelled the order and don't seem interested in honouring the original details of the order Have now got a complaint raised to see if they can honour the original order benefits I placed. Got a call from complaints team today who are still unable to resolve issue so awaiting a further phone call tomorrow apparently!
I still haven't heard back about my email complaint about this issue on Friday night. I've just been on their online chat where the lady told me it was being dealt with. I challenged the delay and am now on hold to the 'Customer Options Team.'
Truly dreadful, this company. Clearly a number of people have been let down with this offer and they don't seem to be interested in talking to us, let alone redeeming themselves.0 -
THIS IS AN IMPORTANT TIP!
Before you order anything from BT (Online) get a screen shot! Further to my last message, BT responded (not because of my post here!) telling me that I only qualified for £25 offer, because their terms and conditions apparently said so at the time of order.
Unfortunately for BT I have my order screen-shot showing the £75 offer on the same line as "Get this package" at the point of order.
If I had known they were going to try and rip me off I would have just persisted with the hassle of TalkTalk, would have been cheaper monthly and their offer was £100 love to shop voucher.
Really annoyed with this company at the moment, but am not going to let them get away with this.0
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