BT complaints

mr-flake

Due to ever slowing speed from Talk Talk I decided to look at other suppliers, eventually ordering ( despite being the most costly) with BT. I went through the online order page, it confirmed my number as ok to get infinity and took my direct debit details. I printed off the confirmation.
Today I receive a confirmation email telling me an engineer will call on 11th May to fit my new line and number! er, certainly did not order that as the website said it was using my existing number.
over 1 hour late and 3 so called help agents and no resolution as to what they are actually going to supply me. They can can confirm my order is correct ( the order without a new line) but don't know why I have an email saying I am getting a new line. One agent did say I had to have a new line as I dont have a BT line...well whose is it then and why did your system say it was a suitable line?
The upshot was the last Indian call center guy whose accent was so heavy and his English so poorly spoken gave up and said he would get someone to phone me back. I advised I had a BT call guardian phone and I would need the number they call from to log into the system to be accepted, he declined and just repeated someone will call me back.
Oh the irony of a company not being able to get through to me on their own phone line using their own anti spam call phone.
So if there are any reps reading this who think they can restore some confidence and not make me think that despite the diabolical service I get from Talk Talk it is maybe worth sticking with them let me know.

benjib98

BT was overcharging me for more than £600 in the last 10 months due to BT's improper communication. I can't believe that companies like BT can get away with something like this.
Basically I signed up over a phone for a BT package with 45GB data usage limit and choosen the Direct Debit and Paperless billing options thinking it will take off the burden from my shoulders. How wrong I was!
First of all the sales agent incorrectly registered my email address used for paperless billing, which caused a chain of events. My children's YouTube video streaming caused my account to go over the data limit and each month I have been charged by BT extra for these. I wouldn't complain if the BT paper contract I've received would had this email address printed on it so I could have realised it's incorrect. Obviously all BT communications, bills, data usage warning were sent to an incorrect email address each month. The real surprise is that the incorrect email address doesn't even exist so all BT emails would have bounced back to BT, which they must have seen, yet no one from BT contacted me over the period of 10 months. Chatting to their customer service was all about denying, lying that I will get a phone call back and finger pointing. It's ridiculous how BT think they can get away with this sort of behaviour.