Getting screwed over by BT.. what can I do about it?

alibaba22

My flatmate and I recently moved flat where we had sky broadband and a BT phoneline. It turns out that at the new place we can get BT Infinity which is what I've tried to order with BT.

Over the past 2 weeks I've spent over 3 hours on the phone to BT and missed a few lunch breaks from work, trying to get them to set up our phone line and our broadband.

The first time I attempted to get this setup, they didn't send the equipment we needed for the install, nor did they activate their phoneline.. which resulted in me having to call them up again and getting them to re-send the equipment.

We were then scheduled to have an engineer come round and install the hardware at the start of this week, however by chance I called up to confirm the order and they said it's been cancelled for some reason (which I never would have found about had I not called up). It didn't stop them from billing me either...

They then said they'd activate the phone line in our new flat and once that was done, we'd have to re do the order and everything would be set up. I spent today's lunch break re-doing the whole order and figured everything would be ok.

I then got a call literally 5 minutes ago from BT saying that they screwed up the order again and that they'd have to call be back tomorrow, to again process the order.

This has seriously been a joke. I've spent so much time/money calling up BT trying to get this installed and every time they screw it up. I don't know what to do. I've tried looking at other providers yet because of the area we're in, BT are the only ones that can provide us with the fast broadband.

I've written a letter of complaint to BT's complaints department and told the operators several times how disappointed I am with their service yet it doesn't seem to have any effect.

Is there anything I can do here? I hate it.. I feel like I'm being completely screwed over yet I have to take it because BT own all the infrastructure. Surely I can get some compensation or something??

Anyone have any recommendations?

Ypaymore

Fill in the BT Customer Representative form too - http://bt.custhelp.com/app/contact_email/c/4950

If you get no satisfaction, email the CEO - [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL]

Mark_In_Hampshire

You could try another supplier for the fibre service; Infinity is just BT's brand name for their version.

IDNET, Zen, Aquiss spring to mind. (The first two can set the line up too, not sure about the third one)

All will probably be more expensive, but all are more competent.