Vent BT Broadband !!!! Up

gravitytolls

9/04/13, I receive my confirmation email detailing my order for unlimited broadband, phone, evening and W/E calls, daytime calls etc. Service will begin 29/04/13.

Week or so later, I receive a letter from TalkTalk confirming my disconnection date of 29/04/13. And indeed at midday, our service was disconencted.

'Worry not', says I. 'There's often a short delay in transferring the service.'

Four hours later I walk into town to a phone box and call BT. Nice lady, very apologetic, apparently I need do nothing as my phone service will be connected by the 8pm. Rather a long time I think.

I ask about the BB, I've not even received the hub etc. yet. They have no record of an order of BB to my address. I state I've received confirmation, no I can't read the email to them, I can't get online to open it, no please don't call me back, I'm in a phone box etc.

Okay, operator connects the phone line whilst we talk, she orders the BB, the best she can do is 5 working days. This is urgent though, 3 degree students, 2 have to submit assignments online on Friday, rural area, limited library services, no internet cafes nearby.

Ah, but I can use BT Openzone. Hang on a sec though, I don't want to pay for it, I didn't lose the order, I want the service I am paying for. Operator will arrange a username and password for me.

Cue soothing music for several minutes, until the ring tone returns and is eventually answered by a different person who has no idea why I've been transferred to her.

I retell my story, retell my details, go through the whole, 3 degree students, urgent order, not my fault, yes I really did place the order etc.

Operator will text me the U/N and P/W. Marvellous.

Of course it didn't arrive. However, the phone was on when I got home, so I called again. This time ended up with a cancellation fellow. Retold story, security etc.

Eventually get transferred to a tech guy who gives me U/N and P.W.

But the nightmare doesn't end there.... it's a pain to connect to, the service drops at the drop of a hat, there's more 'no service' than actual service, and I feel totally naffed off. I thought TalkTalk were !!!!!, but I'm rather regretting my decsiion to move! :mad:

To add insult to injury the damn printer stauts is 'offline', though it isn't. I can't see what this has to do with the BB debacle, but it's damned coincidental!

battleborn

so glad I have Virgin broadband

MrsAtobe

Switch to Aquiss, their customer service is superb. I even got advice about what to check in my new house from them (Martin, their techy and I bought new homes from the same developer ). I can't rate them highly enough.

somethingcorporate

Is it me or does it seem a bit of a daft idea trying to change internet supplier the week important things need to be submitted online?

gravitytolls

somethingcorporate wrote: »

Is it me or does it seem a bit of a daft idea trying to change internet supplier the week important things need to be submitted online?

Quite possibly but as the order was placed a month ago...

Bt Openzone expired today ~ called them, despite the three previous calls, they still had no record of any broadband order, and there is now a further delay, we won't be connected until the 10th May. The first advisor told me she'd put the order through, the second told me it was done, the third told me he could see the order had been placed. Today there was no record of it!

They don't have a complaints department, they claimed they can't process online orders for broadband, I should have called up ~ a claim reiterated depite me reading the confirmation email with relevent ref. no.'s etc.

We've changed suppliers before and never even noticed a delay, the change has always been smooth.

If I waited for a time when nothing important was needed doing online, we'd never change.

Mad or not, it shouldn't have happened, and when it did, something should have been done quickly!

bod1467

Changing ISPs is not an issue ... IF you go from one WLR3 provider to another. However YOU are going from TalkTalk (LLU provider) so the line needs to be "returned to donor" (RTD) - i.e. reverted to BT's control, so the process is different. (It's essentially like a new line install).

BT Openreach (BT OR) are a law unto themselves, although it's unusual for BT Retail to encounter issues with BT OR.

Regarding the printer ... turn it off then on - usually works for me.

pulliptears

Got to love BT.
My Father In Law had a message last month telling him he was about to go over his Broadband Limit and to call them to upgrade his package. I found that ever so impressive because he was in Birmingham Hospital all month having cancerous tumors removed and MIL was staying with him.

The network is securely password protected so nobody has been leeching his connection. I'm going to go with a ghost developing a fetish for surfing online then.

battleborn

Sorry for going off topic here, but did you know BT charge for calling mobile numbers even if the call is not answered!!!