Compensation from BT?

Widelats

I was supposed to get BT Basic installed on the 17th, engineer turned up, messed about, called his people several times, said there was no connection, said something about a cable somewhere and said not to worry it will be done quick and that no more people need enter my house....

Had to call them again on Friday - oh, within 24 hours my line and broadband will be up and running, without a doubt, note on my account, yes all is fine no worries, it will be on in the morning, just lies i got from them.

Saturday came - no phone line, no broadband - had to call again, now i been told another engineer needs to go to my house LOOOOOOOL what cobblers they all talk, every engineer has his own theory and are happy to spout lies to anyone.

Now i been told nobody can come to my house until Wednesday morning (so we are now a week over due) and in the meantime i still got no phone and the broadband signal is still flashing red with a orange bar.

Should i get a discount for these over due stuff??? I am paying for broadband that i am not getting.

Thanks if anyone can advise me.

kwikbreaks

Yes you should get a credit at the very least and with any luck an ex-gratia compensation payment (but don't expect much). Phone them. When you can of course...

Bozzyman

Well following my messages here we had a phone call where BT offered us a day earlier for the next attempt (23/07) which I accepted. I then got home to see an answer phone message where it said "this is to confirm your bt engineer will complete the installation on 25/07"

The fun continues...

Widelats

Well, had another engineer visit today, and he said exactly the same thing as the engineer before him, that the connection needs to be tracked....... hold on a minute I thought, bt was supposed to have already tracked the connection and fixed it already, but obviously I was lied to again.

I think I am going to cancel this installation before its too late, I refuse to be contracted for 12 months with this level of customer service, that would really, really annoy me. Call centre are clueless liars, engineers are not trained to do the job that needs doing, and I am not doing this with them any more.

Xeorix

So we've bought our first house, and as I work from home, I need to ensure internet is in place before we can move in.

I've signed up to BT Infinity and was told that activation would be on 18th November, so have made arrangements personally and with work to put this all into place - I can't really go back on this now.

Today, BT have sent me a text saying they will be in touch later this week to discuss my activation delay.

As I've entered into a contract with BT and paid, are the liable for anything here. To put it simply, if I can't get internet for that date, I cannot work which means I am going to have to take unpaid leave until it is ready. Something I cannot really afford.

In addition, I cannot tether as there is no signal at the house, so also need the internet for my signal booster box on my work mobile... I ordered it on Friday, and now it's delayed..

If its any consolation, there is already a fibre panel in the property. I can hook up the router myself, all BT need to do is flip their switch..

System

Unless you have signed up to a business product with defined SLAs then there is very little you can do about compensation as the residential product has very little in the way of SLAs or requirements to compensate for a delay in installation.

duchy

If you are working from home so BB and phone are essentials you may be better off with a (more expensive) business product that gets fixed quicker and enables you to sometimes claim for loss of business.

It's really down to extra cost or pay less and hope you don't have too many issues ...or at the wrong time.
I work from home and had a similar decision to make.

JJ_Egan

(To put it simply, if I can't get internet for that date, I cannot work which means I am going to have to take unpaid leave until it is ready. Something I cannot really afford.)

You really need a business contract if you rely on a connection for work or income .

Xeorix

How does a business connection stack up when I work from home for another company? I thought you had to be a business for a business line

System

There is no requirement to be a business to have a business package.