BT-4 Weeks NO Bb & over 15hours on phone.All i wanted was a change of number!!

jem1411 · 7 December 2009 at 4:20PM

I have had my BT services from the 4th of November '09. I asked for my home number to be changed, due to the constant calls for the previous owners. I was told on the 19th Nov the number would change and my Bb and vision services would not be affected, as it would automatically, transfer over to the new line. Needless to say, due to me writing this e-mail now, almost 4 weeks later, i still have NO Bb or vision services. I have phoned up and spent, approx 15+ hours on the phone, being sent round from department to department and then back at the same place i started and still NO help. I have been told managers would complete the faults and call me back to confirm, which they never have. I was told it needed to be done via placing an order and guaranteed it would be working in 24/48 hours and again it was not. I was told that they had to e-mail the wholesalers, to get them to de-activate from my old number [Removed by ForumTeam] and re activate to my new number [Removed by ForumTeam] and again 24/48 hours guaranteed and it'll be working, i was told and again nothing. I couldn't care to count the amount of times i have been told it would definitely be working, within the next 24/48 hours and the obvious worthless, point of them giving me a guarantee, when it's quite apparent a guarantee from BT, is really a brush off. I spoke someone last week (03/12) who told me this was a problem, the fact of changing the Bb to a different number, the confusion it must cause to de activate it from the old number and re activate it to the new number, if what is seemingly such a simple thing to do, the competence of your staff leaves alot to be desired. As no one has any idea how this should be done and to have to wait almost a month for it to be active, is ludicrous. I have been told that the priority care desk are dealing with my problems at present and begun doing so last Thursday (03/12) where again i got another guarantee that it would be worked on by the lady at that desk, until everything was in place and my Bb active and another promise of it would be done within 48 hours, not that i expected it would be done.

What a bunch of incompetent idiots!!! I am so angry and after a month of waiting am worrying now that come christmas day and my daughters get there new laptops, if they even have internet to be able to use them Grrr i cant even change to another provider, due to the old number still having active BT Bb. :mad: Then they have the cheek to send out a £96 bill. Such jokers :rotfl:

BT_company_representative · 7 December 2009 at 5:25PM

Hi Jem1411

This really looks like things have gone a little more than awry on this home move.

Please can you e-mail us at btcare@bt.com with your account number and we can chase this for you. This sounds like this issue has gone on too long and we need to get your Broadband up and running for you. Please include any reference numbers you might have been given during the course of this complaint.

You will not be billed for the time that the service has not been available to you we can arrange this in a rebate but we need to get it working first.

Thanks

Stuart