Disgusting customer service from BT

richthe4th

I can't believe how bad the service from BT is...

We first ordered the infinity broadband package on the 9th November and was told our appointment would be on the 17th of November. So we waited til then and no engineer turned up, they didn't let us know so we phoned them and they told us it was cancelled because they forgot to send out the home hub. So we arranged another appointment for the 23rd November. This date came around and again no BT engineer turned up, their reason being that it had been "cancelled", we ask why and they tell us "just because we cancelled it". So by now we are starting to get angry and they tell us they can do an appointment for 3rd of december, which we were not happy about at all but thats the best they could do.

So today is the 3rd, and we phone up at 10am and are told the engineer would be there before 1. So we wait around til 1.30.....and guess what, no engineer, even though we saw 2 BT vans drive past our road. We phone up and after 30 mins are told the person who told us earlier that the engineer was coming....was wrong and that they would rebook our appointment for the 4th time...we asked when...and they told us they couldn't tell us and would arrange a call back next week to arrange a new date.

Has anyone any advice? BT are the only company to have good speeds around the area and need the internet urgently! I know if we rebook an appointment i'm 99% sure they will cancel it again without letting us know. Is there anyway we can get a non-bt engineer to fit it for us? Or another idea was to drive about and look for BT vans and ask them if they have time to fit ours, even if we pay them extra for the service?

Any advice would be great as I really have never had such bad experience with a company before. :mad:

Browntoa

Infinity is a specialised install skill so not any BT van will do , their work is allocated to them by computer and their vans are tracked for location all the time so they cannot just "pop in"

assume the problems to day may be due to the weather ???

not sure why the other days had problems

maybe the BT rep who posts on the forum will see the thread and reply

richthe4th

Thanks for the reply

They said it wasn't to do with the weather just that it had been cancelled (their reason for it being cancelled after asking was simply put "because we cancelled it")

It's a shame on BT's part, as part of my role at my University is to advise new students on gas/electricity/estate agents/internet providers when moving into new accommodation. So with over 4000 students I can't really give them positive advice about BT when the internet is so important for home study They will definitely be on the bottom of the list.

spud17

They will definitely be on the bottom of the list.

One from bottom actually, but you already offer advice to students?

http://www.dslzoneuk.net/isp_ratings.php

pigeonpie

I've learnt the hard way to put everything in writing to BT. I had a blood pressure raising experience with them when my master socket gave up and they blamed my ISP, tried to charge me £130 call out fee (when they didn't fix it; in fact the guy didn't locate even locate it......).
They are an unbelievable company to deal with, in the worst possible sense.
But as they virtually monopolise our phone lines, they are the cheapest and fastest and of course if you want fibre optic, there's not much choice or competition.
just keep on complaining, even if you send the same email every day. We got our £130 charge removed after keeping on at them

BT_company_representative

Hi richthe4th,

Sorry to hear of the problems you're having with the Infinity installation. If you can send in your details and a link to this thread I'll be able to get this sorted for you, you can get our email address by clicking on my profile.

Thanks,

Stephanie

missminx

richthe4th wrote: »

Thanks for the reply

They said it wasn't to do with the weather just that it had been cancelled (their reason for it being cancelled after asking was simply put "because we cancelled it")

It's a shame on BT's part, as part of my role at my University is to advise new students on gas/electricity/estate agents/internet providers when moving into new accommodation. So with over 4000 students I can't really give them positive advice about BT when the internet is so important for home study They will definitely be on the bottom of the list.

Please, please, please don't let anyone take out Post Office Broadband!! :mad: They are so bad that it's gone to the Ombudsman's service. We have friends who are having the same problems too. It doesn't work and they won't help. So please don't ever let students take that on.

macman

I can't imagine many students would be able to afford Infinity. And why on earth would you have been considering recommending BT as an ISP in the first place?

Col7777

What strikes me with things like this is it is bad service as you say and it reflects on BT, wouldn't you think with all these complaints they would sort things out properly, with all these people coming out of work they could replace the morons who make these !!!!-ups.
These mistakes must cost money to BT as well as losing them customers.

macman

Col7777 wrote: »

What strikes me with things like this is it is bad service as you say and it reflects on BT, wouldn't you think with all these complaints they would sort things out properly, with all these people coming out of work they could replace the morons who make these !!!!-ups.
These mistakes must cost money to BT as well as losing them customers.

No they don't, because the mistakes are the fault of BT Openreach, not BT Retail, who market the service. Separate companies.
OR don't have any 'customers' as such, because they have a monopoly and only deal with the telcoms, not direct.

richthe4th

BT is the only real provider we can get in the area. Sky, Virgin, etc all said we would only get upto 3mb/s download speeds whereas with BT we can get upto 29mb/s. So with 5 of us in a house using the 3mb wouldn't be too great.

Finally got a call from a manager at BT on friday and he said the best he could do was next friday, which means one of us taking another day off uni (tuesday is the only day we get off) and waiting in for an engineer. Still don't understand why they can't get one to come on Tuesday, there can't be such a lack of engineers?

Supposedly it was because BT didn't confirm the appointment with BT Open-Reach therefore it was never properly booked in the first place.

I don't know where we would stand on any compensation, as we have each had to buy a 02 Dongle each which was £25 each for a month so have basically had to fork out £125 between us all just down to BT's failings.