Avoid BT for Phone and Broadband

steve_adcock

Well... I guess the 104,000 likes on Facebook are from people who have had no dealings with BT?
Ordered my Phone Line and Broadband on the 30th May with a delivery for the 18th June.

18th June come and no engineer and no phone call. I managed to call BT around the 21st to request why and was told for some technical reason the engineer could not turn up. When I asked what this was I was told they did not know and that the order would go back in the system. I said OK will I see him next week then, NO its now a new order so he won’t be there until 5th July, but we will try and get this done the week of the 1st (we will call you with an update). No call received, but received an email with the below:-

[FONT=&quot]BT here. Sorry, but the engineer is unable to visit on your original appointment date to set up your service. A new appointment has been made for you on 05/07/13 between 8:00 and 13:00[/FONT]

And then got this two days later:-

Hello BT Here
We've experienced a delay with your Broadband order and the order needs to be re-issued on 09/07/2013. Please do not call us back, you will be getting a call from BT on 09/07/2013.
Your line will be activated on 08/07/2013 as per the promised date.
Still no service given on any promised date.

Engineer who was contracted out by BT turns up on the 8th and installs the line. I called BT to discuss the go live date for my Broadband. Went through approx. 5 departments who said its cancelled (was on the phone for over 1 hour), its not cancelled blah blah, to then be told that they cannot make the broadband live until after 5 working days that the line has been in. Told I would expect a call today about line going live today/Monday. Received call to say my Broadband has been cancelled in the Technical Team system, but not in the order system, so they need to cancel the Broadband on the 15th and start the process again, which will be 48 hours for the cancellation and best case scenario 5 working days for the Broadband to be activated. I was also told that once the Broadband is active we can discuss compensation. I asked why when its active as it’s too late for me to say no, as I am now in contract so let’s discuss now. I was told this is not possible.

So this has to be the worst dealings with a service provider ever:-

Internal failings become the customer’s issue
Communication is non-existent
Explanations are non-existent
Promises mean nothing
Discuss compensation once the service is delivered is back to front

The importance was the phone line as we live on a farm and my daughter attends a school about 8 miles away. We have no mobile signal in most parts of the farm and no 3g/BT Open Zone. Due to the delay in the line it was deemed a risk to send my daughter to school (she was just starting that week of the 17th) due to no phone communication. The second week my wife stayed in the local market town with my son, where we had full signal during school hours.

I am disgusted by the way we have been treat throughout this, with no firm date on delivery or any discussion around compensation. REALLY REALLY disgusted at this and want to warn other potential customers.

wouldbeqaulitymoneysaver

I don't trust social media exploitation as an endorsement of branding. BT has a long history of atrocious customer service: believe your SERVICE not the ads.

fluffnutter

Many of the problems are down to Open Reach not BT and they're notoriously terrible.

bod1467

Who are you migrating FROM?

Have you used a MAC code?

BT_company_representative

Hi Steve_adcock,

Reading your post I am sorry to hear about all the problems you have had with your order, it does sound like you have been through a bit of a nightmare recently.

It does sound like there is something causing the Broadband order to fail. I would like to take a look at this for you. Please could you send me in your details using the link found in my profile?

Thanks

Paddy