What is going on at BT?

exeterben

Have they got a problem with their systems or something at the minute because they have been messing me around for over a month now.

I first ordered a phone line, BT broadband option 3 with the home hub and hub phone and BT Vision bronze pack at the end of March. It is now coming up to May and I still don't have everything I ordered.

They lost my original order, then when they finally did put the broadband order through they only sent out the home hub and not the phone to go with it. I was again promised that the phone would be sent out and I should get it today, it is now 12noon and it still hasn't arrived!??!

I was promised another call to confirm my vision order and sign up to the package I wanted but guess what....still nothing. Do they actually want my custom?

Many hours have been spent calling their call centre being passed from one department to another and nobody seems to know what the other person has processed or said to me. I had to call them from my mobile - I would have used the hub phone but I don't have it - and have been charged almost £15 on top of my monthly bill.

Five times I have had to order everything and they still can't get it right.
Anyone thinking of signing up to them at the minute beware!!!

Any idea if I would be able to cancel the service from BT because this is just getting beyond a joke now

Thanks for your help guys.

clickclash

exeterben wrote: »

Have they got a problem with their systems or something at the minute because they have been messing me around for over a month now.

I first ordered a phone line, BT broadband option 3 with the home hub and hub phone and BT Vision bronze pack at the end of March. It is now coming up to May and I still don't have everything I ordered.

They lost my original order, then when they finally did put the mobile broadband order through they only sent out the home hub and not the phone to go with it. I was again promised that the phone would be sent out and I should get it today, it is now 12noon and it still hasn't arrived!??!

I was promised another call to confirm my vision order and sign up to the package I wanted but guess what....still nothing. Do they actually want my custom?

Many hours have been spent calling their call centre being passed from one department to another and nobody seems to know what the other person has processed or said to me. I had to call them from my mobile - I would have used the hub phone but I don't have it - and have been charged almost £15 on top of my monthly bill.

Five times I have had to order everything and they still can't get it right.
Anyone thinking of signing up to them at the minute beware!!!

Any idea if I would be able to cancel the service from BT because this is just getting beyond a joke now

Thanks for your help guys.

I suggest calling to say you wish to cancel your existing service, the staff usually perk up a little when you threaten to leave. In fact I would suggest using the automated voice options to go directly to the cancellation staff and they say you would be willing to stay if your service worked properly. All the best advice and service I have ever had was for the cancellation service.

exeterben

I would give them a call if I had a phone to call them from, can't face being charged another £15 for using my mobile.

I will bear it in mind though, I could always call from work.

Buzby

Not an ideal excuse for a company so large, but your order would have to go through quite a few departments, standard telco, broadband, order fulfilment, expecting them all to work without a glitch is (to my mind) unreasonable in this day and age. Also, I note that despite BT always showing their BB router sitting with a handset on it, this is NOT automatically provided as part of the sale, the handset costs extra - as some who have complained have recently discovered.

exeterben

Buzby wrote: »

Not an ideal excuse for a company so large, but your order would have to go through quite a few departments, standard telco, broadband, order fulfilment, expecting them all to work without a glitch is (to my mind) unreasonable in this day and age. Also, I note that despite BT always showing their BB router sitting with a handset on it, this is NOT automatically provided as part of the sale, the handset costs extra - as some who have complained have recently discovered.

Yeah I realise the order has to go through different departments but when I have placed an order five times surely they can get it right? And the hub phone should have been included as I ordered BT Broadband option 3 - this includes the phone.

Does anybody have an e-mail of someone higher up so I can go direct to them to try and solve the problem?

Thanks.

Heinz

exeterben wrote: »

Does anybody have an e-mail of someone higher up so I can go direct to them to try and solve the problem?

http://forums.moneysavingexpert.com/showthread.html?p=20705033#post20705033

I_luv_cats

I emailed Ben Verwaayen (CEO) when I had Broadband and then connection probs. When you deal with somebody at the Chairmans Office you get results!!!

Ben has left now but google the new CEO etc. You have to find the email address too. *****.****@bt.com ???

BT_company_representative

Hi exeterben,

I totally agree this is unacceptable, I will help with this situation and sort it out for you. I will need you to send me a few details so I can go and investigate it for you.

Cheers

Anne

BT Support