BT and Openreach are a prefect pair to mess up your life.

ExTra_2

I am speechless after spending a whole day on the phone with BT and they on the phone with Openreach. Completely unacceptable services I have had so far. Or shall I say non service I have had so far.

I finally decided I need a landline in my flat, so I went ahead to order a line installation on 7 Dec 2009 with the 18 months free installation offer. An appointment was made for 16 Dec 2009. I waited and wasted a whole day, no one turned up, called BT, found out an engineer "turned up", yeah right, only he turned up without me knowing it! So had to rearrange another appointment, that was 2 whole bloody week wait. On 30 Dec 2009, another engineer "turned up" and reported they cannot install the line due to some technical difficulities. I complained the same day, a 3rd enginner finally acutally turned up and managed to finally got the line connected on 31 Dec 2009.

I was told the line was good to go and the number is the same as the one I was told by BT on the phone. So I tested it, and went ahead with my BB order. On 6 Jan 2010, finally, my BB went live. Things seem to be OK now, right? Wait till you see the best bits here:

Yesterday, 15 Jan 2010, I had to call my mum, she told me my landline number has changed. So I tested it, yes, my landline number has changed. So today 16 Jan 2010 I called BT to find out why, no one, I mean no one could tell me what has happened. All they could see from their end is BT isn't providing service to me but my details are on their system. Finally, spending a good part of today talking to 3 different advisors and a manager from BT, this is what happened:

Enginner A connected my line on 31 Dec 2009 but for some reasons he didn't update the record, or maybe he did. But enginner B decided he didn't turn up and so I would want to cancel my order, so he went ahead to disconnect my number that was given by BT at the first place. And this genius did not inform either myself or BT. So at the moment, BT has all my information on their system but I do not have a contract with them. And my supposed to be landline number is now a spare number that doesnt belong to anyone. Great! The number that is working through my phone belongs to someone else in the area. Either BT or Openreach is willing to accept the fact they have messed up my service entirely. So now I have to wait for another 2 weeks for maybe an engineer will turn up and can be bother to reconnect my line to my property under my name.

I am just totally angry with what is suppoed to be a fairly straight forward set up. I asked them if they could arrange a sooner appointment to get things right for me, because I don't think it is fair to put me back at the back of the queue considering it was totally Openreach and BT's fault and it really only takes them 2 mins to flip a switch or something. NO I CANT, because they have to treat every customer fairly, well am I being treated fairly then?

I asked for compensation for messing things up and now my BB might go down anytime because they number my ISP has is no working. NO I CANT, because I am not yet a BT customer considering I placed my order on 7 Dec 2009 and a line was installed on 31 Dec 2009. NO BECAUSE SOMEONE OUT THERE MANAGED TO DISCONNECT MY LINE JUST BECAUSE THEY WANTED TO, SO I AM A NO BODY TO ANYONE.

Am I being treated they way a customer should be treated? Is it my fault those enginer didn't show up? Is it my fault they disconnected my line without even letting me know? Is it my fault they couldn't get their head round with what is going on? NO NONE OF THESE ARE MY FAULT but I am the one who have to suffer with no apologies from anyone. I am beyond anger.

LeeSouthEast

Welcome to BT. It's good to talk ...


For hours on end to people who don't understand, don't care, or can't fix whatever the problem is.

On second thoughts, avoid BT.

Jemma-T

ExTra wrote: »

I am speechless after spending a whole day on the phone with BT and they on the phone with Openreach. Completely unacceptable services I have had so far. Or shall I say non service I have had so far.

I finally decided I need a landline in my flat, so I went ahead to order a line installation on 7 Dec 2009 with the 18 months free installation offer. An appointment was made for 16 Dec 2009. I waited and wasted a whole day, no one turned up, called BT, found out an engineer "turned up", yeah right, only he turned up without me knowing it! So had to rearrange another appointment, that was 2 whole bloody week wait. On 30 Dec 2009, another engineer "turned up" and reported they cannot install the line due to some technical difficulities. I complained the same day, a 3rd enginner finally acutally turned up and managed to finally got the line connected on 31 Dec 2009.

I was told the line was good to go and the number is the same as the one I was told by BT on the phone. So I tested it, and went ahead with my BB order. On 6 Jan 2010, finally, my BB went live. Things seem to be OK now, right? Wait till you see the best bits here:

Yesterday, 15 Jan 2010, I had to call my mum, she told me my landline number has changed. So I tested it, yes, my landline number has changed. So today 16 Jan 2010 I called BT to find out why, no one, I mean no one could tell me what has happened. All they could see from their end is BT isn't providing service to me but my details are on their system. Finally, spending a good part of today talking to 3 different advisors and a manager from BT, this is what happened:

Enginner A connected my line on 31 Dec 2009 but for some reasons he didn't update the record, or maybe he did. But enginner B decided he didn't turn up and so I would want to cancel my order, so he went ahead to disconnect my number that was given by BT at the first place. And this genius did not inform either myself or BT. So at the moment, BT has all my information on their system but I do not have a contract with them. And my supposed to be landline number is now a spare number that doesnt belong to anyone. Great! The number that is working through my phone belongs to someone else in the area. Either BT or Openreach is willing to accept the fact they have messed up my service entirely. So now I have to wait for another 2 weeks for maybe an engineer will turn up and can be bother to reconnect my line to my property under my name.

I am just totally angry with what is suppoed to be a fairly straight forward set up. I asked them if they could arrange a sooner appointment to get things right for me, because I don't think it is fair to put me back at the back of the queue considering it was totally Openreach and BT's fault and it really only takes them 2 mins to flip a switch or something. NO I CANT, because they have to treat every customer fairly, well am I being treated fairly then?

I asked for compensation for messing things up and now my BB might go down anytime because they number my ISP has is no working. NO I CANT, because I am not yet a BT customer considering I placed my order on 7 Dec 2009 and a line was installed on 31 Dec 2009. NO BECAUSE SOMEONE OUT THERE MANAGED TO DISCONNECT MY LINE JUST BECAUSE THEY WANTED TO, SO I AM A NO BODY TO ANYONE.

Am I being treated they way a customer should be treated? Is it my fault those enginer didn't show up? Is it my fault they disconnected my line without even letting me know? Is it my fault they couldn't get their head round with what is going on? NO NONE OF THESE ARE MY FAULT but I am the one who have to suffer with no apologies from anyone. I am beyond anger.

Sounds like a nightmare. Get it all down in writing and send off a complaint to your supplier (that's BT not OpenReach). Keep it pertinent, polite and rant free.

A good tip, try not and get anything done to your comms over xmas as the usual people who do things may be off due to holiday or sickness and you have to add in more days due to bank holidays.

Mark_In_Hampshire

ExTra wrote: »

I am speechless after spending a whole day on the phone with BT and they on the phone with Openreach. Completely unacceptable services I have had so far. Or shall I say non service I have had so far.

I finally decided I need a landline in my flat, so I went ahead to order a line installation on 7 Dec 2009 with the 18 months free installation offer. An appointment was made for 16 Dec 2009. I waited and wasted a whole day, no one turned up, called BT, found out an engineer "turned up", yeah right, only he turned up without me knowing it! So had to rearrange another appointment, that was 2 whole bloody week wait. On 30 Dec 2009, another engineer "turned up" and reported they cannot install the line due to some technical difficulities. I complained the same day, a 3rd enginner finally acutally turned up and managed to finally got the line connected on 31 Dec 2009.

I was told the line was good to go and the number is the same as the one I was told by BT on the phone. So I tested it, and went ahead with my BB order. On 6 Jan 2010, finally, my BB went live. Things seem to be OK now, right? Wait till you see the best bits here:

Yesterday, 15 Jan 2010, I had to call my mum, she told me my landline number has changed. So I tested it, yes, my landline number has changed. So today 16 Jan 2010 I called BT to find out why, no one, I mean no one could tell me what has happened. All they could see from their end is BT isn't providing service to me but my details are on their system. Finally, spending a good part of today talking to 3 different advisors and a manager from BT, this is what happened:

Enginner A connected my line on 31 Dec 2009 but for some reasons he didn't update the record, or maybe he did. But enginner B decided he didn't turn up and so I would want to cancel my order, so he went ahead to disconnect my number that was given by BT at the first place. And this genius did not inform either myself or BT. So at the moment, BT has all my information on their system but I do not have a contract with them. And my supposed to be landline number is now a spare number that doesnt belong to anyone. Great! The number that is working through my phone belongs to someone else in the area. Either BT or Openreach is willing to accept the fact they have messed up my service entirely. So now I have to wait for another 2 weeks for maybe an engineer will turn up and can be bother to reconnect my line to my property under my name.

I am just totally angry with what is suppoed to be a fairly straight forward set up. I asked them if they could arrange a sooner appointment to get things right for me, because I don't think it is fair to put me back at the back of the queue considering it was totally Openreach and BT's fault and it really only takes them 2 mins to flip a switch or something. NO I CANT, because they have to treat every customer fairly, well am I being treated fairly then?

I asked for compensation for messing things up and now my BB might go down anytime because they number my ISP has is no working. NO I CANT, because I am not yet a BT customer considering I placed my order on 7 Dec 2009 and a line was installed on 31 Dec 2009. NO BECAUSE SOMEONE OUT THERE MANAGED TO DISCONNECT MY LINE JUST BECAUSE THEY WANTED TO, SO I AM A NO BODY TO ANYONE.

Am I being treated they way a customer should be treated? Is it my fault those enginer didn't show up? Is it my fault they disconnected my line without even letting me know? Is it my fault they couldn't get their head round with what is going on? NO NONE OF THESE ARE MY FAULT but I am the one who have to suffer with no apologies from anyone. I am beyond anger.

Your story is very similar to what happened to us the last time we made the mistake of giving BT a go to see if they had got any better since they managed to mess up the last 2 out of 2 installations.

Fortunately we hadn't ordered the broadband at that point so the changed number wasn't much of an issue.

That said, when we had a line with Talk Talk previously and got them to change the phone number (nuisance callers) the broadband was unaffacted.

Just in case you're not so lucky, though, and the broadband stops working (and the ISP then elects to bill you for the remainder of a contract) I'd put this in writing with BT in case you need to sue them for consequential loss.

ExTra_2

I am just keeping my finger crossed my BB won't go down in the next week or so. I have requested to have the original number I was given, so my BB would be affected minimum. O2, my BB provider said if I had to change my number, then my BB might go down for anywhere between 24 hrs to 10 days depending on BT's work at the exchange. I am still within the 30 days cooling period with O2 so I could really cancel my BB and sign up again if and when my landline is sorted... But I don't know if it's a good idea to have to go through the hassle and credit check again just because BT couldn't get a simple job done properly.

Antispam

Great company aren't they are very adapt and being useless. Its good to talk but it BT case is good to be running a company that cares about profits and not its customers

fay66

I had a similar situation except they turned up at my old property my visit appointment , and lucky i caught hold of the guy, then he went to my new property and the line worked for a day, then i rang them and another bt engineer came out to say the exchange had not sorted it out but i did get my bt resolved all within a day
so there is hope guys,

Antispam

I remember 2 years ago when I moved arranged to keep old number and arranged transfer to new property. Of course BT being useless messed it up. claiming they had connected me, no they didnt line is dead. 3-4 calls and 7 days later finally sent a engineer round had to go to green box in nearby street to reconnect me, no apology from them, no refund even for have to ring them on mobile due to there incompetence

They really need a good kick up backside

I make it a habit of never using BT again and I promise this I never will, I will use them for line rental because I rather deal with devil you know than devil you dont but dont use them for broadband or calls

BT_company_representative

Hi ExTra,

It does sound like you have had a real nightmare in trying to get this sorted. I am able to help you with this. Please could you drop me an email with your BT account number or any order number you might have? Please also include your forum username, alone with a link to this thread. My email address can be found by clicking on my profile. Once I have received those details I will investigate this and reply to you directly.

Cheers

Paddy,

ExTra_2

Thanks Paddy, I just sent the email, if you need any further info, please let me know.

debtmess

i wouldnt touch bt again with a 10 foot barge poll x had nothing but problems with them since october last year fixed dec 24th to find a new problem

today i rung them and asked them to cese all service with immidate effect (and now i have to pay even though my contracted time has expired)

hey ho ive now signed up to talk talk for when i move next week