BT spectacularly screw up.

HariboJunkie

Need some advice about what to do next please.

Ordered BT talk, broadband and vision from BT on 9/12/09, already had a BT line.
Virgin disconnected us as soon as mac code was given to BT 10/12/09
Was sent activiation date of 16/12/09
Bt vision box arrived 18/12/09
Called BT every 48 hours and eventually told that BB would be connected 11/01/10 ONE month after order placed.
BB actually connected on 6/01/10 but Vision box wouldn't work so phoned up and got it connected but was told the on demand service and the packages we ordered wouldn't be available until the 11/01/10
Of course the vision servies still aren't working so phoned today and was assured that it would be sorted tommorrow.
Tried to record a programme tonight but screen said our account had been suspended.
Called up and was told that our service had been cancelled and that they couldn't give a reason why until the girl who cancelled it is back in work... The guy I spoke to said that the Broadband will probably go off as well. :eek:

Is it just me or is this awful? The broadband is important as I work from home and we had to do without it for nearly a month and couldn't email family in Australia, and the BT vision box was my eight year old twins' Christmas present. :mad:

What do I do next? Apart from just telling them that we don't want anything more to do with them.

Thanks for any help.

topsyturphy

I don't think it is just you, my mum was swapping over but without the vision package. They have really messed up her order and after the bad service from Bt has decided to stay with orange who have come up with a better price than she already had for unlimited calls and broadband.

mrJ_5

A little confused.....

You ordered broadband from BT on 9th Dec but gave them your MAC obtained from Virgin on the 10th?

You couldn't have migrated correctly if this was the case, since it sounds like someone disconnected the original broadband service (Virgin) - which takes up to two weeks, and again up to two weeks to activate the line again (which is probably why it took about a month).

If this was the case, it would have been impossible to have been activated on the 16th (and the date is an estimate) and would explain why you could no longer connect wiith Virgin.

If this wasn't the case, and you did migrate (so could no longer use Virgin), you could have used your existing ADSL modem to connect to BT's broadband service - all you'd needed was the username and password.

mandi

Haribo please send an e mail to [EMAIL="ianlivingstone@bt.com"]ianlivingstone@bt.com[/EMAIL].

You should get a reply & some action taken .

HariboJunkie

mrJ wrote: »

A little confused.....

You ordered broadband from BT on 9th Dec but gave them your MAC obtained from Virgin on the 10th?

You couldn't have migrated correctly if this was the case, since it sounds like someone disconnected the original broadband service (Virgin) - which takes up to two weeks, and again up to two weeks to activate the line again (which is probably why it took about a month).

If this was the case, it would have been impossible to have been activated on the 16th (and the date is an estimate) and would explain why you could no longer connect wiith Virgin.

If this wasn't the case, and you did migrate (so could no longer use Virgin), you could have used your existing ADSL modem to connect to BT's broadband service - all you'd needed was the username and password.

Sorry... I gave BT the mac code when I ordered online on the 9th and virgin cut us off on the 10th.
We couldn't connect via ADSL as we didn't have an ADSL modem. WE did try to do it.

Thanks for that Mandi. I will do. :T

BT_company_representative

Hi HariboJunkie,

I am sorry to hear of the problems you have had recently. I would like to take a look at this for you to see what is happening. Please could you drop me an email with your BT account details and any order numbers you might have. My email address can be found by clicking on my profile. Please include your Forum username in the subject field so that I can identify your email.

Once I have received those details, I will investigate this for you and reply to you directly.

Thanks

Paddy

mrJ_5

HariboJunkie wrote: »

Sorry... I gave BT the mac code when I ordered online on the 9th and virgin cut us off on the 10th.
We couldn't connect via ADSL as we didn't have an ADSL modem. WE did try to do it.

Thanks for that Mandi. I will do. :T

You didn't have an ADSL modem? So how did you connect to Virgin then?

You need to use an ADSL modem to connect to their ADSL service - if you had cable then you cannot use a MAC (no could you use an ADSL modem). Whether it was wired broadband (via USB or LAN/Ethernet) or wireless, you would have needed a modem.

HariboJunkie

mrJ wrote: »

You didn't have an ADSL modem? So how did you connect to Virgin then?

You need to use an ADSL modem to connect to their ADSL service - if you had cable then you cannot use a MAC (no could you use an ADSL modem). Whether it was wired broadband (via USB or LAN/Ethernet) or wireless, you would have needed a modem.

Sorry, I don't really understand this stuff and am confusing dial up and broadband. All I know is that we were unable to connect to broadband and we didn't have the modem needed for dial up.

As for your suggestion that we use the adsl modem to connect to BT broadband, we were never given this as an option when I asked if there was any way we could find to connect to the internet over Christmas. The only option we were given was dial up but we were unable to do that as I've explained.