Not impressed with BT!!!

Volcano

I will be a week without internet and paying for a service which I cannot use!!

Don't jump to such an optimistic presumption When I switched to BT as was told I'd be connected the next day. Then I was told next week. Then they said we've no idea when you'll be connected. Eventually they told me that my order had been somehow cancelled hence why I hadn't been connected.

Total time from when I requested broadband until it was actually connected?

5 months !!

Luckily I had been pre-warned about their ineptness and didn't cancel my existing connection. I spent hours on the phone, being transferred from one department to another and sometimes just being cut off for no reason. The staff have been really polite and apologetic, but if you think BT = super efficient service think again. With their apparently bottomless advertising budget and future monopoly on super fast broadband, they're going to have to sort out the basics first if they want to keep customers.

Idiophreak

Do yourself a favour - kick up a fuss until they let you cancel the lot. Find someone else. BT are the worst company I've ever dealt with - overcharged me for months despite frequent complaints, accused me of lying, stuffed up the installation...Just get away from them if you possibly can.

PZH

Volcano wrote: »

Eventually they told me that my order had been somehow cancelled hence why I hadn't been connected.

Volcano wrote: »

....and didn't cancel my existing connection.

Did you switch using a MAC?

Usually you don't need to cancel an existing BB as the MAC code allows the new supplier to do this automatically.

If you didn't, maybe that is why they cancelled the order because you already had a BB supplier on your line ?

Nikkita

MrsTine wrote: »

Libraries have cheap BB that you can access to job hunt - there is every chance that BT have messed up, but also every chance than some scumbag has halfinched a section of copper somewhere that means they can't connect the BB - or any number of other things outside BTs powers to resolve immediately... Not saying it's not because BT Openreach's engineers are understaffed and can't get anyone out till the 5th... but don't jump to conclusions until you have more information
You should however not be charged for the BB until it's connected and confirmed as working.

my local library has free internet service but will not allow me to attach my cv & covering letters to emails so will therefore be unable to apply for jobs online.

Nikkita

sirmarcus wrote: »

OP...If you don't get a satisfactory and/or prompt response from customer services, try escalating and complaining to Ian Livingston, BT Group (British Telecom, Openreach) Chief Executive, via sending him an email at [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL].

Good luck.

thanks will give that a try if i dont get any luck this afternoon with them on the phone

Nikkita

phoodless wrote: »

BT to be fair usually over estimate their own repair periods and you may find the BB connection appears quicker than you think.

As for compensation - a weeks worth of Internet with BT is worth what? £5?

And I assume from your replys on here that you have access to the internet from elsewhere? (Not saying this is ideal, but you do have alternative options albeit a pain in the ar*e)

By all means ask - but try to remain calm and polite (it's not the fault of the call centre staff that you have no BB) - they may give you extra time free - but I doubt if they will credit your account.

i am accessing the internet via my phone which is very slow and i will not be able to apply for jobs this way. at the end of the day £5 is £5 and i will not be happy about paying for a service which i cannot use!

Nikkita

Jeff_Bridges_hair wrote: »

Why cant you apply for jobs? Libraries are free and there's also the job centre that has thousands of jobs. There are also government sponsored places that will help you search with free internet like startpoint. Your cv should already be on your computer so you can copy to disc and take there to carry on applying for work with your cv on the disc.

Whilst i understand your annoyance i feel it it more then one weeks worth of internet you want as compo which is why you have said you cant apply for jobs to try and get a sympathy vote..

my local library does not allow you to download or upload anything so therefore i will not be able to download application forms / upload a cv / covering letter. my local job centre only allows you to print out the jobs that you could apply for but then how am i going to apply for it with no internet connection as most jobs require you to email a cv over. i don't have no government sponsered places to allow me to job search which is why my partner is paying for our internet connection so i am able to look for jobs.

i am not looking for a sympathy vote by putting that i am unemployed

Nikkita

Volcano wrote: »

Don't jump to such an optimistic presumption When I switched to BT as was told I'd be connected the next day. Then I was told next week. Then they said we've no idea when you'll be connected. Eventually they told me that my order had been somehow cancelled hence why I hadn't been connected.

Total time from when I requested broadband until it was actually connected?

5 months !!

Luckily I had been pre-warned about their ineptness and didn't cancel my existing connection. I spent hours on the phone, being transferred from one department to another and sometimes just being cut off for no reason. The staff have been really polite and apologetic, but if you think BT = super efficient service think again. With their apparently bottomless advertising budget and future monopoly on super fast broadband, they're going to have to sort out the basics first if they want to keep customers.

omg 5 months!!! well if i am not connected by next week i will definitely be looking at going elsewhere and telling them where they can stick their services!! even if they are alot cheaper then other providers for the package we have got and are faster on internet speed!!!

Nikkita

Idiophreak wrote: »

Do yourself a favour - kick up a fuss until they let you cancel the lot. Find someone else. BT are the worst company I've ever dealt with - overcharged me for months despite frequent complaints, accused me of lying, stuffed up the installation...Just get away from them if you possibly can.

ill give them until next tuesday as thats when they said i will be connected so if they do not connect by then i will be looking at trying to take our service elsewhere

MrsTinks

Nikkita wrote: »

ill give them until next tuesday as thats when they said i will be connected so if they do not connect by then i will be looking at trying to take our service elsewhere

Can I point out that if BT can't connect you by next week another ISP probably won't be able to either... depending on what the fault actually is.
If it's an LLU connection and the fault is in the exchange equipment then yes, if it's the other majority of the equipment and line that you require then no other ISP will be able to magic you a line either... There are instances where a BB fault does not become apparent until you actually install the BB Until you know from BT WHAT is wrong then no-one can advise you properly on what you should do to get the fastest resolution...