Home move not going smoothly with BT

tobeloy

I am not psychic but I can forsee a lot of problems with my recent homemove with Bt, I contacted them on 10 apr to see how long I had on my contract as we were moving home and I had been offered a good deal by another company. Me and bloke on the phone had a chat and sorted out a deal that i was happy with ( half price bb for length of 12 mth contract) I was told I could keep my number too which was ace and I could have a free new hub too.

Disconnection was to take place on 14th apr and transfer process started as the old tenants of new place we were going to had not told bt of there leaving we was told it would be 24th before our phone goes live and 28th for bb.

In the post a few days later we get a letter confirming our new deal and also our contract but it didnt show our old number as being our old number in our new place, I rang Bt and they say no problem its just a temporary number and we will have our old number when line goes active.

24th comes line is active and no old number, so we check line and it dont match temp number either so we have a new number we dont want???? I ring bt to be told that we shouldnt have been told we could transfer our number as its not guaranteed as they dont deal with that anymore, even though its emblazoned on the bt homemovers webpage....and we are in the same exchange we have moved 6 doors away from old property.

Bt lady says she cannot do anything as system wont let her due to our bb order being processed but after 28th when bb goes live we will be contacted by renumbering team if they can do anything for us.

28th april comes no free hub had arrived so I proceed to set up old hub and......no bb, I wait all day till 8.30pm and ring them to be told bb will be on by midnight but if not ring back next day....no suprise that next day its not on and no hub has arrived so i ring them to be told there is fault on line, new hub wont arrive by monday latest but our bb will be on within 48hrs as he checked and the delay is due to fault on line....

I have waited 48hrs its now friday the bb is not on and I am fed up ringing and being passed around....plus i have just found out that Bt has taken £46 from my bank account too but no one has told me that it was being taken as our account was up to date and we was only transferring to a new address..............I am beginning to wonder if I should have gone with the other company......anyone got any advice

exeterben

There seems to be a lot of problems at BT at the minute. I ordered phone line, broadband and vision at the end of March, it is now May and I still don't have everything I ordered.

Had the same problems with equipment not turning up and being passed around to different departments, I don't think they talk to each other because when I spoke to someone different they didn't know anything about my orders.

This is the first time I have used BT and all in all it has been a pretty frustrating experience and I will certainly think twice about using them in the future.

tobeloy

I have been with bt before but never had probs like this, I just hope your problems are sorted out soon, I am hoping that I dont have to wait any longer.

BT_company_representative

HI tobeloy,

This sounds pretty terrible, drop me a PM if you want and I'll check the account for you.

Thanks, and all the best.

Stephanie
BT Support