The shambles that is bt

Chrisman125

Here is my tale of woe...

Using my phone so I have copied from their forum forgive me.

I ordered a FTTP package with BT and was amazed at how quickly and easily the order was placed.
I was told that two visits would be required (one on the 25th July and the other on the 5th August).
As I was going on holiday I arranged for my next door neighbour to be available on the 25th, I rang to give these details and was told that the visit would no longer be taking place and was not required.
I then received a voicemail from your engineer on the 25th saying there had been an issue with the visit and he would need to pass it back to yourselves.
I then (in the middle of my holiday) used your internet chat service and was told no engineer had visited and there was no issues.
This was again confirmed on Friday the 2nd August. (This time by phone).

This is the part where it gets absolutely diabolical.
Your engineers did not contact us, or turn up to their appointment.
After many hours (at about 3:30pm on the 5th August) of trying my partner was told an engineer would call us, this is still yet to happen.
I must point out at this point I still had not received an explanation or an appology or infact a date for installation to occur.
At about 7 o'clock I was given the phone number to contact the FTTP team (0800 032 0845 - you may notice this is not one of your numbers, it actually phones the police) but told that they were only available 9-5.

The morning of the 6th I finally got through to the FTTP team (after a quick chat with the police) who informed me they were open 8-8. They were useful and helped progress my order (I think!!!!).
I was then told the engineer had contacted the customer and agreed to an install on the 20th August (My old internet has been cut off as of yesterday when my new connection should have been installed). The engineer never rang me, they will not be able to prove this.
I then asked to complain particularly about this and was given the phone number for BT Openreach and a reference number.
I then phoned Openreach who told me they could not talk to me, I shouldn't have been given their number and that I should phone OFCOM.

I attempted to ring BT again on the night of the 6th August, waiting 26 minutes on hold only to be cut off when asking for the name of the person I was speaking to.
I then spent another 25 minutes on hold to hear the automated message stating "the helpdesk you are trying to contact is now closed"
I was told an engineer would contact me by 8pm on the 7th August to arrange an appointment.

The engineer rang, as soon as I answered the phone cut off (after googling the number I found many people have had the same from this particular number).
I then spent another(!) hour on the phone, at which point I was informed that I live in a block of flats and as such I may never be able to recieve the connection. When ordering I said "I live in a block of flats, will that be an issue" and was told "No, not at all, we already have done several flats in your block" If that isn't miss-selling I do not know what is.
I now have to wait until friday by 5pm for the planning team (whoever they are) to contact me and let me know if it will ever be possible to have the connection placed into my flat.
To top it all I asked for the details to put in a subject access request to receive transcripts of the calls I have made, I have not been text these details as promised. I was also told "our recording is not 100%" I wonder which pieces will be left out of the final transcripts.


BT let me ask you, is this how you treat your customers generally?

Anybody else, let this serve as a warning to you....

shammyjack

The B in BT stands for bloody !

The T can be anyone of a thousand acronyms starting with T and meaning diabolical, take your pick !

For CS read Cupid Stunt !