Losing my patience with BT

1984ReturnsForReal_2

This is the short story.

Had the below with BT business working from home.
Business Land Line, Business Broadband, Business Internet Service Pack.

I wanted to change the above to BT Vision with Residential Broadband & Residential Landline & maintain Business Internet Service pack


This was requested on the 23rd January.

I have (after numerous calls/emails & delays) got Res Broadband, Res Landline & maintained Bus Internet Service Pack BUT NO BT VISION!!!


How long do they have to fulfil the order before OFCOM will let me demand:

1: Compensation for hassle
2: A MAC code so I can !!!!!! off to SKY because I have had enough!!


Also, does part of their failure to fulfill appear on their residential contract as I have never seen one?!

syko29793

you have the the hard part over with changing from BT bus to BT res broadband.The BT vision cant be ordered until all the migrations are completed and up to 10 days after.as for mac you can request it and obtain it but the contracts with broadband /phone/vision are 3 separate contracts so if you cancel the broadband/phone even if you have no BT vision you will get a termination charge.
My advice is call 0800800030 and say you want bt vision and the advisor will place the order.

1984ReturnsForReal_2

syko29793 wrote: »

you have the the hard part over with changing from BT bus to BT res broadband.The BT vision cant be ordered until all the migrations are completed and up to 10 days after.as for mac you can request it and obtain it but the contracts with broadband /phone/vision are 3 separate contracts so if you cancel the broadband/phone even if you have no BT vision you will get a termination charge.
My advice is call 0800800030 and say you want bt vision and the advisor will place the order.

I know I have done the hard bit but it gets to my bones that I have to give a company a penny for being totally incompetent!

Thanks for the reply, it makes sense but I hate the idea!

BT_company_representative

Hi 1984ReturnsForReal. I am sorry for the problems you have had trying to get BT Vision installed. I will send you a PM as I can help chase this up for you.
Cheers
David, BT Support

jhp

BT_company_representative wrote: »

Hi 1984ReturnsForReal. I am sorry for the problems you have had trying to get BT Vision installed. I will send you a PM as I can help chase this up for you.
Cheers
David, BT Support

David.

Should you not have in your signature .:D

“Official Company Representative
I am an official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to [EMAIL="abuse@moneysavingexpert.com"]!!!!!![/EMAIL]"

BT_company_representative

Thanks for pointing that out jhp. Ill have it sorted from now on.

Cheers

David

1984ReturnsForReal_2

BT_company_representative wrote: »

Hi 1984ReturnsForReal. I am sorry for the problems you have had trying to get BT Vision installed. I will send you a PM as I can help chase this up for you.
Cheers
David, BT Support

Sorry David, you misunderstand!


I have had problems with


The initial placing of an Order x 5+

1) Terminating Phone line
2) Terminating Broadband
3) Crediting of Broadband
4) Crediting of Phone line
5) Activation of Phone line
6) Activation of Broadband
7) Suspension of broadband email (x2)
8) Itemisation request x 2
9) Order placed & communicated via:
the web x 1
with Business department x 2
with Res department x 4
with Bus complaints dept x 2
with Res complaints dept x 3

And where are we now? Nowhere further forward from 3 weeks ago!

So "I am sorry for the problems you have had trying to get BT Vision installed" just doesnt cut it.

I have had problems with EVERY bit of BT in every department & my last email hasnt even been replied to via your appointed "complaints" guy.

He even emailed Richard Spencer who I have been told is the head of BT.COM orders on the 8th March.

What have I had back from BT from the circa 20 calls I have made? Well the answer is 2 calls sorting broadband (one of which was a duplicate) & a bill for an incomplete order!

Problems with BT vision?!

julianduk

Someone else with the same problem.

I've been waiting since 13th February in the same problem. I was told "you will get a callback in 5 business days then. Still waiting and I raised a second order when they couldn't find it. Now they can find both orders but it is just "sorry there's a backlog".

In my case the reason for the change was that I was caught up in the Tiscali/186k internet connection debacle, when Tiscali cut off my internet at the wholesale level due to a business dispute. Google EFH broadband as I think I can't post a link.

My Tiscali temporary access has expired, and I can't get any broadband until the phone line is changed to residential.

So I am completely off the net for a fortnight now, and down at the local PC shop as a guest of a kind friend.

Not a happy bunny, especially as the urgency was explained with the initial order.

Julian

BT_company_representative

Hi julianduk,

Sorry about the problems you've had. I can pick this up for you - I'll send a PM with my contact details so I can get the info I need to investigate this for you.
Thanks
David
BT Support

reddevilled

I'm afraid I had no end of problems when I signed up to BT and throughout the long 18 month contract, and then further problems cancelling and retreiving the money they owed me.

The annoying thing is the product they offer is really good but there is a string of incompetence in the service part of the company. I've been much happier with a cheaper, more no frills product, and in actual fact they've ended up being better. Just goes to show you don't always get what you pay for!

julianduk

BT_company_representative wrote: »

Hi julianduk,

Sorry about the problems you've had. I can pick this up for you - I'll send a PM with my contact details so I can get the info I need to investigate this for you.
Thanks
David
BT Support

Thanks for that.

David

Thanks for that, but its gone beyond that now.

I spent another hour on the phone not getting very far, so I have moved to Tiscali. The only chance of me moving back is if Tiscali take more than a month to deliver.

I was caught up in the Tiscali/186k dispute and BT knew that time was of the essence when I placed the order, so we lost internet when the transitional service from Tiscali ended. A 5 day promised call back not delivered about 7-8 weeks later lost the business.

Thanks for replying, anyway. I appreciate you are doing your best.

Rgds

Julian