Warning if thinking of going to BT service

Markw1981

I decided to go to BT for TV and broadband package and it is one of worst service experiences I have ever had from start to finish!


We had the standard package with BT of broadband and the basic TV channel but wanted to upgrade to kids channels but you need BT infinity to have this so upgrade the whole package.


The installation engineer turned up to install the fibre connection and upon finishing installation he smashed my skirting board with the hammer causing a large amount of visible damage and did not make my wife aware of this and was only noticed when he left.


My wife questioned him as to how the channels will come on and he replied he didn't have a clue and couldn't point her in the right direction of getting them on.


We waited a few hours and still nothing so I called the most unhelpful customer service to be told the order was still in "open order" and I was told it will take between 24-48 hours to come on so I waited 3 days and still nothing and phone BT again and guess what the order was still in "open orders" I mean is this just a fob off to be told we don't know how to switch them on, and again they tried to put the order through for the TV package and advised to wait 24-48 hours again and 2 days later still nothing activated so I gave up and realised this order was never going to be completed and went back to Sky so we could have a package that works for us.


I emailed BT and was called by a customer care rep who at the time I thought was helpful who confirmed the existing TV package was going to be cancelled and will cancel the charges for a second box that I have never had and would put BT sport on the sky card and to also have the installation part of the company look into the broken skirting board, just received a bill that is charging me for the TV package which is supposed to be cancelled and a second box, also no call regarding the skirting board.


This should serve as a big warning to stay away from a BT. This company is light years behind the likes of Sky and Virgin media.

corf999

The engineer would not be BT retail but openreach, and it would of been the same engineer if you had sky fibre installed.

Openreach is a mess at the moment.

Virgin Engineers on the other hand have a habit of disconnecting/screwing up existing customers at the cabinet when they have a new customer install to do.

teddysmum

Openreach also subcontract work to smaller companies/individuals.

TadleyBaggie

Indeed they do. When I switched from Sky to BR fibre they guy who turned up was not Openreach and was completly confused by the local box. I was left with no service. Luckily the next engineer was from Openreach and knew his stuff.

MataNui

Do not believe a word of what BT reps say about BT TV. They will say anything to get you to re-commit. They told me they could give me certain channels cheaper than sky which was a complete lie since those channels are only available if you have infinity and we cant get that.

BT sales reps lie.