Fuming with BT ... any advice pls?

Dragonjnr

I'm fuming with BT and I desperately need to rant - please bear with me!!

I booked them to install a phone line and Infinity broadband on 27/10/15 and happily booked the afternoon off to be at home for the 1pm until 6pm slot. At 6.05pm I got on the phone to find out where the engineer was, only to be told that the job had not been allocated and that they would have to rebook my appointment. The guy on the phone was apologetic and offered me Monday, but there's no way I can get in touch with the office at that time on a Friday evening, to talk my boss into letting me have more time off on Monday ... I mean, would their employer accommodate this kind of request when suppliers mess their appointments up?

I booked the appointment for 02/12/15, and on Monday I wangle an unpaid afternoon off work. I'm feeling a bit miffed and out of pocket, but it's okay, because I'll have superfast broadband and be able to watch rugby on the freebie tv thing I've signed up for ...

I arrived home yesterday at 1pm, to find that the engineer was waiting for me ... yay, much excitement! He pops into the house, tests the phone line and tells me that yes, that's all working and another engineer will be along to sort out the broadband although it's unlikely that he'll need access to the house. Oookay not brilliant I think, but I guess I can get on with some chores while I wait (trying to put a positive slant on taking time off work unpaid).

Mid-afternoon I try the hub and it's not working. I decide not to wait until 6.05pm to ring, and get on the phone. Customer services adviser tells me that it's all in hand but can take up to midnight on the activation day. I ask him again, is he sure it's definitely booked to be switched on today, because after the no show on Friday I'm more than a little anxious about it. Yes, it's all fine, I just have to be patient. I get busy for the rest of the afternoon and evening and try not to think about it before I go to bed.

I reset the hub this morning and of course, it's not working. AGGGHHHHHHHHH!!!!!

I know what it's like to be on the receiving end of a stroppy customer, so I try hard to be cross with the company and not with the adviser but it was pretty difficult on the phone this morning. I've had their terms and conditions quoted at me, despite the fact that they're the ones that messed up my installation, and ended up getting crosser and crosser on the phone this morning.

Yesterday's adviser told me a lie, as the broadband wasn't booked to be switched on until they had confirmation that the phone line was operational. Which nobody did, although I received multiple emails and texts to advise me that it had been switched on ...

Despite asking for this to be escalated, they cannot switch my broadband on until Monday. Which means I can't work from home, stream tv, etc etc until I get home from the office on Tuesday evening.

I've asked to be compensated for the two missed appointments and for my time but I'm hitting my head against a brick wall - I'm so frustrated.

If you've read to this point - thank you. I really did have to get that all off my chest (I live alone and don't want to go home and kick the cat ).

Any and all advice on how to deal would be very gratefully received.

I've signed up for a year, but wonder if anyone has experienced similar and managed to cancel the contract?? Because I feel as if I just sit back and let them install the broadband on Monday, I'm accepting their poor service and saying that it's okay for them to do the same to future new customers ... and that's just not right.

JJ_Egan

Compo yes if its a business contract .

Sooler

Dragonjnr wrote: »

Any and all advice on how to deal would be very gratefully received.

Chill out till Tuesday. :santa2:

bajmoe

We too had BT line and Infinity broadband fitted 3 months ago, I'ts never worked fed up BT engineer never showed again, when we rang BT to ask why no one showed they denied they offering to send a BT engineer round to fix it, so cancelling Direct debit with bank in morning, We will Never using BT again.

JJ_Egan

Cancel DD then expect your credit record to be trashed and the debt passed to a recovery agency .

Sonny_J_99

i feel your pain brother (or sister), i have had similar experiences with bt, ended up cancelling the order.

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Mulder00

I had a similar experience. Order broadband on 13 September for installation on 25 September. One appointment after the other got cancelled and eventually got fed up and cancelled some time in October. At some point during one of my conversations, I asked to speak to a supervisor who offered my a £10 credit. And then when I got to my 5th or 6th promise of "just wait 24 hours", I eventually cancelled in a fit of rage. It caused an even bigger mess, because they never cancelled everything properly, meaning Openreach kept rejecting the order from my new provider.

It's now 14 December and after having a phone line installed on 28 September, I still have no broadband. Even after cancelling, getting BT to cancel the actual line (which continue to work) was an even bigger nightmare.

The only good thing that came from it was that the £10 credit actually got paid into my bank account, but the stress and hassle was absolutely not worth it.