Trapped in a Kafka novel with BT

dirtmother

Any ideas about how to get BT to let us have a working landline at the right address? I posted about this before on another thread but we seem no further forward (and it wasn't one of the problems picked up by a BT rep here)

We moved from a house where we were with BT in September and the previous owner here had had their line through Pipex. We keep being given dates but still no phoneline. One was installed at our old address and I keep getting late payment letters at our new address about that, generally the same day a letter arrives address to The Occupier with a date in the recent past when 'someone' wants to take over the line and get in touch if that's a mistake.

There was a hiatus when we were told that nothing further would be done until the Pipex contract expired (Pipex told us this is rubbish) - no reply to our complaint about that and the fact that we weren't told this upfront.

Last attempt (post notional end of Pipex contract) failed but at least BT got in touch to tell us it had failed - they told us we were being transferred to the High Priority Team and that the letters claiming we owed money for the line they installed at our old house would be stopped, but it appears that neither of those two things has happened as no-one seems to know anything about that when we phone to ask what is happening now.

The whole thing has been wrapped up in rudeness and language difficulties. Horrible mobile bills despite avoiding using them to chat, delays in being able to send out change of address information and I can't take helpline calls for the charity I volunteer with.

Heinz

I am SURE BT company representative will take ownership of your problem shortly.

Ypaymore

Failing that an e-mail to their CEO often works wonders.

ian.livingston<a>bt.com

BT_company_representative

Hi dirtmother,

Sorry to hear about the problems you have had. If you send me your name and address along with the previous BT account or telephone number to btcare@bt.com I will look into this for you. Could you also include 'dirtmother' in the subject heading.

Cheers

Shane

dirtmother

Think it is going to have to be the CEO or some consumer programme or something now.

To cut a long story short, the Complicated Cases Team got involved, couldn't solve it, so, in a familiar scenario, just dropped the order and didn't tell us.

Unfortunately we've not had any further response from the rep here after I sent the contact number requested. Have sent it a couple of times more in case the first email didn't get through.

dirtmother

At what point does it become reasonable to refuse yet another putative date for line transfer and see if we can get a new physical line installed at BTs expense (since no-one is saying it is a wiring problem, it seems to be all about the admin and no proper procedures for taking a line back to BT)

We always hope that the next date will be 'the one' but I can see that BT would probably keep just coming up with new dates indefinitely otherwise.

Gothicfairy

I honestly think finding a wall and banging your head against it until the pain stops would be quicker and less painful now.

There is nothing quite like customer services and BT has nothing like customer services. Customer dis service more like.
How they can treat people like this is beyond me, I mean it is the people who want and apply to BT that are being treated badly> The people who actually want their service and want (or need) to pay them.