Awful BT switch Experience through MSE Link

Stuarth1978

Anyone else had a Problem with switching to BT? DONT USE BT!!!!
My sky subscription for Tv/phone and broadband fibre were due to double in price so when I recieve Martins email about BT's offer for fibre broadband and their entertainment package I was over the moon. £100 vouchers, £30 Cheque, Half Price fibre and the TV package at £2.50 sounded an excellent deal. And it probably would have been if BT knew what good customer service was. I filled the forms in following MSE link and sent it through to be processed and recieved an email telling me everything would be up and running on the 25/2/15. I tracked my order a couple of days later and it said there might be a problem and if there was they would contact me. No phone call or email from them so I assumed all was fine(never assume with BT) I tracked the order again and still it had not been processed so I though a polite phone call to them might move things along. Low and behold there was a problem and clearly they were waiting for me to contact them even though it stated they would contact me. Nevertheless the lady on the phone tried to sort things out and at first wanted me to cancel the order and start again. If Id have done this I would not have recieved the offer through MSE for vouchers and cheque and MSE would lose their commission. I told them I want the order to be changed and not cancelled. So she found out that I wasn't able to have the TV entertainment pack as part of the offer one minute it would let her apply then it would refuse to allow it to be processed then on checking again it wouldn't apply. We decided to cancel that part of the offer and continue with swapping the broadband and phone. She processed the order and told me it would not be switched over on the 4th March 15.
Received a phone call today to tell me that they couldn't process the order as the phone number I requested was available. So I asked them to ring me back after 10/15 mins so I could check the order and that the phone number etc was correct. I checked the order but it didn't give me any detail to what I had entered as my phone number so I don't know whether what I entered was correct but appears the phone number they had for me was wrong. Never mind when they phoned me back I would give them the correct number and all would be well. No phone call was recieve but shortly after they were to call I recieved a message from BT telling me they would ring me on the 24th of Feb before 8pm. I though no point in dragging the switch out longer than needs be as I'm now paying double with sky, so contacted them myself to resolve this issue. This is when the service became awful. They insisted that they would have to cancel the order and start again meaning I would lose the offer I originally signed up for. After arguing my point they said they could only pass on the information to the order team to which I could not talk to directlyand they would have to ring me on the 24th Feb 15. Unknown why I couldn't talk to them? I kept on arguing my point and the service advisor kept having to speak to a manager. I believe at this point if they can't answer my questions a manager should have spoke to me or rang me back. Why speak to a monkey if an organ grinder is required to answer question. So I asked if I could raise a complaint. She said she could only pass this on to the order team to which they would have to raise the complaint. So she did that unknown why she couldn't raise the complaint? At this point I was frustrated as a simple change of a phone number was all that was needed. A few digits typed into a computer would have sorted the problem out but all they wanted to do was have me cancel my order and put me off until the 24th. The ironic thing is while I'm on the phone BT order team tried to ring me and I missed the call because of the messing about with customer services. At this point I asked to cancel my order and I would stay with Sky as I've had no problems with them although I'm paying for their better service it seems. She then couldn't cancel it and it had to be referred yet again to her manager. Hopefully MSE will contact BT regarding this matter. As it's also made MSE look like fools for advertising BT's offers as there customer service is shocking.

BT_company_representative

Hi Stuart1978,

Sounds like you have been going through a nightmare with this. I can take a look at your order for you.

You can find the contact link in my profile.

Olga

Stuarth1978

Olga, replied to you via your link awaiting your reply.

Stuarth1978

Just like to add. Found out that i can actually get the package that was on offer and they now want £18 a month instead of £10 and £5 for the Tv instead of £2.50 and No £100 vouchers and No £30 Cheque. RIP off BT as far as I can see. They must have filled their new customer quota and now trying to get people to signup on poor deals

Stuarth1978

So I've contacted BT through the Rep Olga on MSE still no reply or even an acknowledgment any idea how long they take to reply or just acknowledge ive contacted them?

Needhelpsaving

We are having the same problem, we bought directly in this 'big sale' on 13/01/15 and have had nothing but problems - I am still waiting for the internet to be connected. We are looking at going back to our old provider (despite being more expensive) as they actually deliver. I know it's not what you want to hear, but you might just be better looking elsewhere as I have been going in circles for 6 weeks and have never known such shoddy 'customer service'.

Stuarth1978

UPDATE.
Yesterday someone finally contacted me from the BT Twitter teamwho went through everything with me. She spoke with someone else and told me the would honour everything I was promised apart from the £30 cashback as this would be paid by MSE apparently. But she did say they would discount something to cover that £30 but a new order would have to be set up.(This means MSE won't recieve the commision which is no skin off my nose). She put me through to a UK based call centre to a lovely lady called Hannah. After 50 mins on the phone the order still wasn't sorted. I had to argue to get the £30 discounted even though I was told they would but eventually they agreed. After another 10 mins Hannah said she would have to finalise the order the next day and didn't want to keep me on the phone any longer the reason given was the computer kept throwing up an error. So at the moment ive been promised I will get the offer originally promised and I will get my connection date and confirmation today.
The Wait continues................

Stuarth1978

Update.
Yesterday was my orignal connection date to BT which has now passed. I decided to ring to see how thing we're getting on with new order as I was promised it would go through yesterday and to find out how my complaint was going. Complaint had been closed as they said it had been resolved which is clearly not true and would raise another complaint. And also the order hadn't been completed. I was told not to contact BT again and they would ring me from now on. And I would be phones on Fri the 27/2/15 after 11am. After about 20 mins the nice lady from the Twitter phoned me as she must have heard id been on choosing things up. She told me that they couldn't process the order because they entertainment package was causing problems again and it was a computer fault. She also advised me not to phone again as saying in not to many words that the customer service staff weren't much good and that the order has been passed on as priority to be sorted out by someone higher up. She is going to ring me today with an update.
The wait continues......