BT complaints

joegw

All sorted now!

Dilligaf1962

I have a problem at the moment, I phoned BT on Monday to inform them I wanted to terminate my phone and broadband service, I was told I needed to give 2 weeks notice, to which I replied, I dont want it terminated until 30th April. By 6pm that night I was experiencing problems with my internet connection, and then realised my phone connection was no longer valid. They had cut me off there and then! I spent an hour and a half on the phone, got cut off twice part way through my explanations, eventually asked to speak to a manager, who assured me someone would phone me back within 24 hours. When I received no such call the next day, I again phoned to try and get this resolved. This time I got a name and a job number - and at one point had asked to speak to a manager again, only to be told he was too busy to come to the phone! I was assured at the end of this call that my telephone service would be back on by the end of the day (Tuesday). We are now at Thursday morning, and I still have no phone service back, or the prospect of Broadband. I am having treatment for cancer, I am also in the process of moving house. My home phone was essential - but apparently although they can switch it off whenever they like, they cannot give it back the same way. Can anyone help with this?

BT_company_representative

Hi Dilligaf1962

Really sorry to hear of the problems you have had recently. If you would like me to get this chased for you drop me an email to the address in my public profile.

Cheers

Stuart

artdoc

Hello,
Please can someone from BT help me with the following issue?

I have notified BT about the house move on 17 March 2010.
BT has confirmed a new line will be active on April 1st (day of the move) and provided me with the order number.
The old line indeed was disconnected on April 1st.
New line has not been activated.

After calling Customer Services I have been told that 'my order did not go through'.
They informed me that the existing line in my house is with some other provider and BT should serve them a 14 days notice which for some reason has not been done.
BT has placed a new order and confirmed that my line will be active soon.
In the meantime I have found out that that line was with Unicom (for some reason BT could not find this out themselves) and informed BT about this. I was reassured that now everything is under control and my line will be activated before the end of April.

Just to confirm, I called BT on April 19th just to find out that the second order also 'did not go through'. They were unable to provide a reason and to confirm whether the new order will be successful as they 'can not take over the line for some reason'.

I have been offered an option to get a brand new landline installed instead. As I work from home most of the time I use the line just for broadband (not BT). So it was essential for me to get online as soon as possible. So I agreed to that option providing that the new line will be active on Apr 23rd. I have spent about 2 hours on the phone and that was confirmed to me by phone by a person who told me she is a Line Manager in customer services (I have got the name as well).

Today Apr 20th I received an e-mail from BT stating that my engineer visit is booked for May 11th!
I called BT just to find out that details of my previous conversation are not on file and there is no capability of fulfilling a committment they have made (for the third time!).

In the meantime my broadband provider will disconnect my service completely on May 5th, and I will also be liable for disconnection charges. However as this is not my fault and BT has been notified well in advance about my house move, I am going to file a complaint with regards to BT services and for all associated financial losses.

I would appreciate if someone from BT can help to resolve this issue ASAP to prevent further complications.
Thank you.

Ohnowhatnow

Hi artdoc can we swap then? Because my BT gripe is that I placed an order on the 22nd for a home mover,

then I realised that Im not going to be able to make the £124.99 for the connection what with moving and everything it all a bit too much.

The BT rep on the phone said the reason for the charge was because there where not telephone points or network installed...thats weird because I could clearly see them in the kitchen...strange?

Well I called back and cancelled the order ( was told that this could not be done on that day as you can only do 1 action on someones account in 24 hours, this was a chap in liverpool...my hubby used to work for BT I told him of this and he had never heard of it?

So 23rd comes round and I call back, transfered from pillar to post then I get a lady tell me to hold while she speaks to homemovers to cancel the order...

I think she was just chatting to her friend, having a tea or whatever...she comes back assures me its all cancelled. OK...nope

I had a letter today saying there where going to connect the new number and debit the £124.99...so she was having a tea break with me on hold then!

So, I call back...speak to 6 different people one lady says she will put me through to homemovers, I get put through to broadband! Wrong reallly isn't it?

After another two more transfereals I get through to a customer service agent who cant understand me and I cant him...Oh dear! He assures me its all cancelled and I will have a letter in the post tomorrow, ok Im a little jaded now..

So I ask to speak to a manager (I get a floorwalker who also has a job to understand me and spoke over me)

He took ages to get into my account (But it was on the screen with his collgue right?... Facebook maybe? or online games who knows what the last guy was doing)...

He gets it up on the screen after several bere with me minutes, says he has cancelled it.

I ask if I can have this in writing, he says it will take 7-10days...ok but your work mate said tomorrow I point this out, he of course tells me that this is not the case...so his underling was lying also? Humm.

Not convinced I call back again about an hour ago actually...got the prompts...*yawn*...spoke to Kim and she spent ages writing notes about this..(I would love to get them and see whats been said about me, can you do that?) She says yes its all cancelled and said I can check this online....

So off I toddle to bt.com...and I look it up and guess what?

Its still an open order...

I have emailed via the site I will take up the BT company reps offer as well and I have sent a mail to you also...

All I want to do is cancel....please is it really that hard?

Specoops

Hi to everyone,

I have never complained about anything on a forum before, however the level of ineptitude and incompetence displayed by BT has finally moved me to do so.

15/3 phoned to get information on getting a new installation for a landline and broadband and was informed the installation cost would be £50. I didn't initiate the order as I was still shopping around.

22/3 I decided to place the order so phoned to place my order. Phoned up and was told that the deal ended last week so the installation cost would now be £124.99 even though I was ordering two products. But if I ordered online it would be £50 (dont have the internet yet hence the order).

23/3 Ordered online (at work) received an acknowledgement email and a date an engineer to come and install the line on the 9/4 pm as I ordered online.

1/4 Received the homehub and phone, well ahead of the date stated, kudos to BT.

7/4 Had not received any paperwork yet nor had the installation fee been taken from my account. Since it was 48 hours to the install date I decided to phone up and find out what was happening. Turns out BT had a 'problem' with the computer ordering system and the order didn't exist, even though I got the hub, strange??? So there goes one day's annual leave. The order was then place by the person on the phone for the 23/4

23/4 From 1 pm I sat in silence so I would not miss the engineer until 5.25pm when I started to get a bad feeling so phoned BT customer service. I was informed the engineer had been but there was a problem with the exchange that they would sort out in the next 24hrs, I queried this as it would be saturday and had my doubts, got passed to another man who said it would be rectified in the next 5 working days. When I asked if I needed to let the engineer have access to the property they said yes. I cant just drop work and be there at BT's beck and call. I asked what should I do "wait and pray" to which his reply was YES. Second day off work wasted.

27/4 Spoke to openreach, they informed me that BT retail had placed the order for the property against the wrong exchange and that BT retail needed to reissue a NEW order for them to be able to do any work. Called the sales team and spoke to a nice girl called Sarah who waived the installation apologised and rebooked an engineer for the 7/5

7/5 My mobile rang at 12.45 it was the BT engineer, early, I was impressed for all of 5 seconds before he informed me that the order had been placed against the wrong exchange AGAIN. Phoned BT retail, disgusted, got put on hold on and off for 20 minutes while a women who wouldn't listen to my problem looked into the problem. Eventually I insisted on being put through to a manager, who said she would look into it and call be back the same day. In all fairness she did call back but only to say she was liasing with the openreach team and nothing more. No information, no dates nothing. THIRD day off work.

9/5 Went to a friends to get online to check my email and BT are welcoming me and thanking me for my new order and the engineer will be around on the 25/5 to install my new line. What are the odds its to the wrong exchange?

The lack of communication from this communications company is disgusting, to add insult to injury there is already a BT box in the property so they have managed to install a line previously. Plus to make the same mistake twice is pretty unforgivable. Plus when I have asked what I need to do to complain I get told to go online, which I cant do because BT haven't installed it yet. So seven weeks after initial contact still no joy, and have to wait till 9 weeks post first contact, PATHETIC!!!

BT_company_representative

Hi Specoops

I am really sorry to read of the complications your order has encountered and the inconvenience that has caused you.

If you would like me to have this investigated for you send me an email to address in my public profile and I either myself or a member of my team will look into this for you.

Thanks

Stuart

stickybloke

Found this forum whilst searching for help dealing with some serial idiocy at BT. I note there are some BT representatives on here - I'm posting in the hope that one of them may have some experience of the telecommunications industry as the BT characters I've dealt with so far seem to find the whole thing a mystery.

Long story short, moved into new house, took on existing phone lines and moved them from AOL (previous user) to BT. Idea was that one line would be closed (previously used only as a fax line) and the other (extensions around the house) would be my main phone/broadband line. Arranged to have phone and internet set up accordingly. BT connected all to the wrong line. Visiting engineer was good and switched the lines at the exchange. Happy days. Unfortunately phone numbers were now on wrong lines. Eventually convinced BT to close the other off and release the number (the one I wanted) and then apply it to the line that had services on. Told it would take a week. A week later I'm in Afghanistan trying to ring home. No joy. Email the wife who establishes that BT have given us a completely different number altogether. Genius.

I email my displeasure and "David Gordon" (of course that's your name) tells me all will be solved two days later. Two days later the number is changed. To another random number.

Can it really be that hard? I was under the impression this sort of stuff was BT's business?

Having read the previous complaint above it would seem this sort of thing is all too common. I've been with BT for nearly twenty years and never really had any problems; over the last year however their service has gone down the pan completely. Their sub-continental call centres are terribly polite but terminally useless. All three problems I've had with this account have been further complicated or confused by the call centres and nothing happens until I can pin down a UK based customer services rep.

I fly for a living. If I put as much effort into my job as BT seem to put into theirs I would've crashed into a mountain a long time ago. Hopeless.

BT_company_representative

Hi Stickybloke

Disappointing to hear of your experience thus far, if you want I can have this investigated for you, send me an e-mail to the address in my public profile and either myself or a member of my team will be in touch regarding this.

Cheers

Stuart

drivenmemad

Hi BT Company representative. I am having a big problem with a bill that I just can't resolve. I've been told to write to the High Level Complaints Dept but i've also received a Debt Collection letter. I don't believe I owe anything. What should I do? I can't find your contact details in your Public Profile (am new to this forum!). Can you help please?
Regards