BT broadband, At my wits end

lubylwu

BT_company_representative wrote: »

Hi lubylwu, I can help you with this. Please email me your BT details and a link to this post and I'll get straight onto this. You can find our email address in our public profile.

Regards Rodney

Thanks Rodney - Stuart responded yesterday, and I have sent a reply to him. Basically, the situation escalated over the week-end and I am assured the correct department are now dealing with the matter. I, therefore, feel I ought to give them a chance for a few days. (The words stupid / mad spring to mind, but hey, ho, we'll just have to wait and see.:()

davegs

Good old BT. When I moved house about three years ago I changed provider for BB to BT, this was in the Augusst, within three months they disconnected my broadband, why I asked?

Er......we don't know:think:

Well can you re connect it please?

Yes, it will take a week.

A week? Can't it be done any more quickly?

No you will have to start a new contract with us.

OK.

So I waited a week and they reconnected it.

When I was approaching the end of the contract (August) I contacted them for a MAC number to transfer to Sky, they said you're trying to cancel the contract with three months remaining you will have to pay a fee, because there had been a new contract started in the October they said I would have to pay until the October, I refused and asked them to check their records.

Eventually I moved to Sky and since then no problems other than my line rental is still with BT, this led to the second problem which I though had been sorted out but has reared its ugly head again today.

October 2008 my BB slowed down and there was a crackle on the line, contacted Sky and they said there was a problem on the line so I contacted BT, this is where the problems started.

BT...We can send and engineer out but if there is no fault it will cost you £100.00
Me...There is no fault with my equipment so send the engineer.

Engineer came out and said no fault on the line, bill for £100.00, still slow BB and crackling.

So on and so another two engineers, another two bill for £100.00, so now £300.00 billed.

Fourth engineer finds the fault, they dig up the road lay a new cable and it all works, brilliant.:j

Then the fun started trying to get the £300.00 credited back to me, took approximately 10 months and in this time they disconnected me twice for non payment of bills even though they said the account would be on hold whilst the problem was sorted, so on and so on.

Ended up with someone in the Chairman's office sorting it out before Christmas, happy days all done, until the next bill arrives £4.50 fee for "Payment processing fee".

When the account was on hold they suspended or cancelled the DD, I asked them to set it up again last year, and they hadn't:( so the fun has started again this morning with a call to BT HQ, awaiting a call back from the High Level Customer service team (used to be the chairman's office).

I will post when they have called me back.

smashedbooboo

Hi Peeps,

Update to this sorry saga. I have actually now changed my provider to Sky. So far brilliant. And very fast. I am very happy up to date.

Now good old BT have sent me a reminder for unpaid bill, saying they havesuspended my Broadband, And they will if needs me take me to court and they will inform credit Ref Agencies.

I rang them today, but they were busy and the message said I could use a ring back and they would be back to me within the hour. Guess what. No ring back. Fuming. I said I would have a battle with them over the bill. I already have an email from a BT rep saying they were cancelling all BB charges from the 4th Dec when 1st complaint was made. So how come BT billing dont have the same sodding message. I am going to try and ring them again, I am NOT going to plead my case with them. I am in fact going to tell them to take me to court. I will so enjoy going and telling the judge what has been happening.

And in then, I opened another letter saying Dear Occupier, then all the gubbins about moving to the superfast BT Broadband.

They are having a laugh. I am not going to get myself all stressed out over this again. Unbelievable.

So BT, bring it on. They do nice lunches in the canteen in the courts where I live. So it will be day out for me. But you had better have all your facts together before you do take me to court. And I do mean all of them. From every dept, every engineer. Everyone I have spoken to in tech services. Everyone I have spoken to in Billing. Because I have mine altogether. And yes this is going in writing to the chairman as well.

I have not even had an apology in writing. Apart from email from bt rep. But that obviously has not filtered to other depts.

I will keep you all updated as usual

Boo xxxxxxxxxxxxxxxxx

davegs

I'm with SKy and my BB speed as dropped recently to 0.2meg. Sky have called me back tonight abd been incredibly helpful in trying to sort the problem out. They are getting on to BT to sort the problem out.

Good switch and best of luck in court

smashedbooboo

I have actually taken my line rental to sky as well. Its cheaper than BT. I have 6 months free on the broadband as well. Chuffed to bits.

I have spoken to BT billing, and guess what. Apart from a refund of 69.00 there is nothing else on the nortes. She was a lovely girl. Its not the reps fault so I am not going to sound off at them. It is down to BT to get there house in order. I told them I check my Credit report every week and if I see any sign of a mark from them on it then I will see them in court and I will put in a counter claim for time at work lost, plus all phone calls and I will add in my hrly rate for time spent on phone calls. That is for starters. Not to mention all the stress and lack of service. For now they have put this reminder on hold until final bill arrives. Then I have to ring priority team for them to wipe out the rest of bill etc.

I have had an awful week with things going on at home. I really do not need this as well. Trying to stay calm.

BT_company_representative

Hi smashedbooboo,

If after the bill is produced there are any further problems with rectifying the account please get back to me and I'll see what the situation is.

Thanks,

Stephanie
BT Support

smashedbooboo

Update,

I have received my final bill, 279.00

Your having a laugh BT, Some of the bill is early cancellation Broadband, I did not have a bloody service, how many times do I have to tell them. I have used all resources now with BT.

Total lack of communication between depts.

Lets see how quickly the legal dept will deal with the situation when a court summons lands on their desk. It is now my intention to go down the court route. I have taken legal advice already. And I have a very good case. Someone has to make a stand, and if I have to be the first then so be it.

And just for the record, since sky took over the BB etc I have not had a mintues problem.

Interestingly, my friend had a new phone line put in 3 weeks ago, with BB, with BT. It took the engineers five visits before they got it right. And guess what, the problem is in the exchange. And she lives very close to me. Same exchange.

I have started to collate evidence of other peoples problems with BT in my area. I know I am not the only one. I also have a meeting with my local newspaper very soon and will be asking for other people to come forward.

Again, I will keep you all updated on everything, Its a shame all this has happened. I would have been happy with an apology to start with, but I have had enough now. I am going for compensation and costs.

Have a great Easter everyone

Boo x x x