BT issues

twinklie

I've been a happy customer of BT's for many years. However, recently our circumstances changed slightly which meant that OH would be living elsewhere Mon - Friday and we would need to set him up with a home phone and internet.

Soooo, I rang BT and spoke to a lovely man called Ron. He said that I could have the internet package swapped to my husbands address in Wales (it's option 2 and then get option 1 at my address). He also said that I'd have to pay £120 or whatever it is for line installation down in Wales.

Well, what has actually happened is (Ron cocked up to make a long story short). They cancelled my internet completely so I was left without the internet (a serious issue when you need it). Set up the internet for my OH, but didn't send him a router. They did say on the BT website that it would be delivered on the 10th November and so my OH took the day off work to wait in for the delivery. Nothing came.

He called BT to find out what was going on. He spent 2 hours on the phone in total getting passed from pillar to post. He was fobbed off numerous times as one guy actually acknowledged he had been. He tried to get the names of several staff whom refused to give it him by completely ignoring requests and keeping talking about something else.

One guy had him on hold for 15 minutes, asked if he was still there and put him back on hold. Took him off hold another 10 minutes later and said he doesn't deal with it!!!! :mad:

Anyway, the guy he eventually spoke to who helped sort things out so we have the services we need said that no router had been sent out to him at all! So why it said it on the website I do not know.

Anyway, I've had to opt into an 18 mth contract for broadband option 1 as a new customer (which I'm not happy about because it wasn't our mistake in the first place) and despite it saying I'm getting a new router - none has arrived!!

It's been an absolute catalogue of errors from start to finish and I'm VERY unhappy. I don't understand why we are having to pay vast sums of money to people whom clearly have no clue whats going on.

I'm very disappointed because prior to this I've ALWAYS sung BT's praises. I tried to find out who I can complain to or what can be done to at least make me feel like BT value me as a customer...I was pretty much told nothing! Well fortunately for me I work with lots of close friends and have a big family. We might not be able to walk with our feet without getting penalized but they've all said they can and will! Virgin are doing a MASSIVE drive where we live and it's much cheaper....so we shall see.

Answers on a postcard please? I'm VERY unhappy.

macman

Why did you pay £120 for a BT line install? Look at the headers on this board for free install offers from BT.
Would probably have been easier to just set up phone and internet package in Wales, (preferably with a better provider than BT) and downgrade your home package if necessary.

twinklie

Yes hindsight is a wonderful thing. We paid the £120 because my OH was setting it up, and doesn't use this site - I had been ill at the time and so had not looked on here either.

The reason we wanted to stay with BT is because we were happy customers and because he lives in the back of beyond and not all companies could provide him with what he wanted (something to do with the exchanges).

Our decision is not really the point of the thread (though I appreciate your opinion), I'm more concerned with the incompetence and shocking customer service we have received.

DVardysShadow

twinklie wrote: »

Our decision is not really the point of the thread (though I appreciate your opinion), I'm more concerned with the incompetence and shocking customer service we have received.

The BT of even 5 years ago has disappeared. They are now very shabby, mouthy and incompetent.