BT Infinity - Cancelled orders, broken promises and the run away - what to do next?

Vortal

Hi,
I am looking for some help/pointers if I can

We moved into our property at the beginning of Dec14 having placed a home move order on 14th Nov 14 (we were BT Infinity in the old address in the same village) in order to move our phone and BT Infinity connection to the property. I did the order over the phone to ensure there was no confusion and this was placed successfully - or so I thought.

I then got a call a day or 2 later from the BT's indian call centre accusing me of cancelling my order (which I did not) but when I queried this I mysterously got cut off. Multiple calls to BT later I was told it was all OK only then to see my whole order cancelled with no notification or information from BT. Again many many calls and online contacts which gave me the run around, many promises of returned calls which never came or people simply not able to help.

I finally got through to the FTTP Order Management team in Dundee and they said the issue was on the backend system which was resolved, so another order was placed (by them) only to be cancelled again. Again another call from BT's indian call centre wanting to know why I cancelled my order. Again calls back into BT for information and updates and no progress just further broken promises of updates and calls which never came.

Cue multiple calls and internal BT emails and still no clue by BT what is going on and why the order is cancelled (when you check your systems it all shows OK, as does the multiple web sites for ordering Infinity) yet an order cannot be placed. Liz from the Dundee team did phone me back twice to give me progress over the Christmas period but even she seems to have given up on this now and when I try and call I just get told the FTTP team have sent an internal email and no one can do anything.

To make matters worse I cannot even access my BT Account page online as this says I have BT Infinity 2 (really, that would be nice!) and then errors out saying I am not logged in or the account holder (which I am both). To compound this further, the DSL connection which was added whilst these problems are looked in drops the line every 30 minutes or so and has huge latency with 256ms+ just to get to the first 'hop' in milton keynes so this is almost useless (and yes this is flagged as an open fault since 26 Dec 14 with no updates or news). I am actually on the line with a technical person who is telling me I now need a home visit to look into this - again with me doing all the chasing to get a usable service I pay for.

Does anyone have any clue within BT what is going on and how can something fail at so many points to be resolved?

How can I get this sorted - anyone?!!!!!

VTL

shoperholicnot

Sorry to hear you have had so much trouble, although I'm not surprised, they are a nightmare company!

littlereddevil

They are a nightmare nowadays. Have you tried posting on the BT Community forums?

BT_company_representative

Hi Vortal,

I am sorry to hear about the problems you have had with your recent home move order. I would like to take a look at the details of your complaint. Please could you send me in your details using the link found in my profile.

Thanks

Paddy

ruggedtoast

You're much better off avoiding BT if possible. I have had quite a few problems with my adsl line but thankfully I get my Internet through sky so it's their problem to deal with BT Wholesale.

If I'd had to deal with bt wholesale through bt retail again I would probably have just given up on the idea of having internet until we moved house again.