BT is a total shambles !!

riabie123

oh Devon I know exactly how you feel!! My problems started when I first moved into a city centre newly built complex apartment. First the engineer did not arrive on 2 separate occasions, then the hub didn't arrive (probably not the fault of BT but the parcel company as it was located in their depot), then the hub package was missing some vital components and the promised internet phone, and then to top it all off like you the broadband didn't activate when they said it would.. it didn't until 3 weeks later. So like you numerous phone calls to BT... you get transferred from one place to the other... every time having to explain the issue.. one phone call I got transferred back and forth from 2 different departments both arguing that the other should be dealing with it, another phone-call I was literally on the phone for 2 hours trying to get things sorted and they transferred me to a department which had closed an hour earlier so I was cut off. Once things we're sorted which they were after about 2 months of moving in my connection was dire and kept cutting out.

Anyway after a year of city living I decided to move back to rural west wales. I had access to the house, I knew there was an active phone line and BT gave me two dates, firstly one for my phone the second for the broadband. Phone came on 3 days late after a few lengthy phonecalls to BT. BB however no sign of it.. like you I tried everything I could possibly think of. 6 weeks after moving, in and still no bb I was still getting no luck on talking to BT on the phone.. each time I spoke to someone there was a different reason as to why my bb wasn't working, faulty hub etc etc. Enough was enough and I phoned BT pretending to be a new customer asking about the availability of bb in my area to which I was very simply told.. sorry bb is not available in your area.... to which I know it is as the lady next door has it!! I phone Tiscali and ask them could they connect me with bb and they gave me a whole package for line rental, calls and bb and I was connected in the same week. I phone BT to complain and cancel my account... except there is no one to complain to, I then receive a bill for £100+ for the privilege of cancelling my bb with them.
I kept receiving red bills and phone calls as I refused point blank to pay the bill as they hadn't kept up their end of the contract of supplying me with bb. I sent a huge letter of complaint and eventually after another 3 months of waiting all my charges we're cancelled I also received a bunch of flowers and a case of wine. Every time I get a cold call from BT I simply tell them when they say they are cheaper than what I pay now .. I would rather pay extra for decent customer service!!

Tiscali have been fab although, and my connection was not great but each time I phoned an phone support guy always had me back online within a few minutes. now they are TT i haven't found them to be as good as what they were. I have made a post about moving house with TT and again this is not going as smooth as I hoped but fair play to TT after saying I wasn't happy that other companies can provide a better service they instantly said I was able to cancel my bb without any fee even after 3 months into a recently renewed contract.

devon007

By way of an update - I never did get a response to my letter BUT I did finally get an extremely helpful lady in India a week ago who took everything on board and eventually came back to me to say she had traced everything through and had made an appointment with the relevant engineer for the DACS to be removed last Monday - I had already said if they made an appointment and the engineer failed to appear again I would be charging BT £50 an hour for every wasted hour waiting in :rotfl:!
Anyways, engineer arrived at 10.15, lookd at wiring in house, went over to the exchange to do some work and then came back with a 2nd engineer. They went up the telegraph pole in my garden, did some work, and hey presto - all blue lights on the Hub:D:D - Connection has been constant and steady ever since. India did ring me on Monday to ensure all was okay, there was a little glitch with the wireless connection but I gave them remote access to the laptop and they sorted out the wireless connection, promised to keep an eye on it for 24 hours and sure enough rang me back 24 hours later to confirm all was fine at my end and that I was happy.

Mardatha - I hope by now your daughter is sorted too!

BTW - never did ever hear anything whatsoever from the BT rep who posts on here - despite emailing hiim/her!

mardatha

On sat she got an engineer who connected the line, but it was so crackly we had to yell. Tues she got a van with another engineer who stayed half the day.. and then another one in another van arrived. Together they re-built the line from the main road up and its now perfect
But she still hasnt got internet.... !

mardatha

Just an update- my daughter moved on the 12th April and got her broadband connected yesterday.:mad: