Calling BT rep, 3 months for Infinity install?? incident 140114-012015

kernowlad

I only picked BT because you offered to install fiber to my street, that and the MOTO GP
It was going to take a month to install the line which was fine, so sign up nov 7th, install just before christmas, then it dropped to after christmas, then mid jan, the line to the pole at the back of the house went in on the 14th.
all i keep getting is review dates, and nothing happens, now theres a system issue and thats that till feb 5th stop bothering us.

I've asked to raise an official complaint to managerial leve, but the guy in escalations Gerry Webb seems to think he's the CEO as he tells the next person after him is the ombudsman.

People here seem happy you guys know which !!! requires which size boot to get results.
start kicking, mean time i'm looking at who else wants to sell me fiber now i have a nice new cable at the back of the house.
and after reading tales of woe here about going over data limits i'm very jumpy about BT, 40gb is meant to be busy household, there's two of us here and i planned ahead to how much we'd use once we get nice fast connections

BT_company_representative

Hi Kernowlad,

I am sorry to hear your order for BT Infinity has been delayed. I would like to take a look at this for you. Please send me in your details using the link found in my profile.

Thanks

Paddy

kernowlad

appreciate that having to wait for the updates isn't the best course of action, but we must ensure that we are following the correct process at the moment. I cannot bypass this, and need to wait for the next review date with Openreach.

It's just bewildering
these peoples job is to deal with the complaints, to sort out the issue and keep the customer happy.
and all they want to do is kick it in to the long grass, wait a week and see if it sorts it's self out.
whatever this process is Gerry's following it's wrong.
have a look at your job title, take some ownership of the complaints and be on whoevers &$$ you need to be on until they sort it out.
get real answers and tell your customers what they are. I'd understand if they said sorry, the local box isn't up to spec, i'll take a couple weeks to sort it, or the lines in but it's not performing right.
blaming systems issues is just a quick way to hack us off.

customer service is about reassuring us, not fobbing us of and hope we'll go away, even if it is gonna take a month, and you want to call us whinging &r$£s after you put the phone down, at least make us believe you're doing you best and that you're as frustrated as us at that other blimming department that won't pull their finger out.

honeybean

Go with sky , was told my phone and broadband would be connected by midnight tonight,10am up and running no problem , that is why I will never go with anyone else as sky does what is says on the tin,especially hearing some of stories on here.

kernowlad

not always, my girlfriend was with sky at her old place, the phoneline stopped working, moslt likely because it was around a tree branch and had damaged the wires, but no matter they wanted her to try all sorts of silly things to prove it wasn't them, then wouldn't visit unless she was in, and as a teacher she never would be. she gave up on the phone as she was never in and it wasn't worth the bother, so long as the tv still worked.
We've not bothered here because we didn't plan on staying too long, so not worth the installation, I was hoping to get 6 months or so out of the fiber line before we moved but right now it's looking like big costs for very little actual time using it.

likely when we do move she'll want sky back, tho i loath to pay those any money as they've ruined free to air telly.

Gordon_Hose

honeybean wrote: »

Go with sky , was told my phone and broadband would be connected by midnight tonight,10am up and running no problem , that is why I will never go with anyone else as sky does what is says on the tin,especially hearing some of stories on here.

BT Openreach do all the work at the exchange and street cabinets. So even though you are with Sky, it's the same company (owned by BT) that connect you to your service.

If you ever had an issue, Sky would need to pass it to BT Openreach to fix.