BT taking the Michael!

Jon_01

I know BT have an attitude problem (and always have), but this just takes the biscuit.

I called them a couple of weeks back and told them we were moving house on March 31st. Gave them the new address and they told me I'd be connected again on the April 4th. Ok, not ideal as I work online, but I can manage for a couple of days with no internet.

I had an email on Friday saying the phone will be connected on the 5th now! But the Infinity won't be running until the 14th!!!!!!!!!

Been on the phone to them and they're attitude is, tough (and of course, blame Open Reach).

But that really take the P^&^& is if I want to leave because they can't supply a service in a reasonable amount of time I have to pay the remaining 9 months on the contracts and they won't refund the line rental I paid in advance! I'm not leaving because I've had a change of mind.

They appear to want to give bad service and be paid for it!

Anyone have any idea if there's a way to get them to connect any faster? Is there a high level complaints dept?

Thanks...

JJ_Egan

As you work on line you should have a BT Business service with better guarantees .
If its an OR problem then its going to be the same delay with any ISP bar Virgin cable .

kingoranks

@Jon 01, brace up for some !!!!. It might not be up and running on the 14th. I had the same problem with plusnet(owned by you guess it ), luckily I was a new customer and I had to cancel. This guys still do things the old way.

Jon_01

Just how do BT get away with this level of shambolic service in this day and age?

Didn't our forward thinking PM just announce that the internet is now a essential like water and power?

Surely OFCOM in their wisdom have set limits on how long it should take to move a service (it'll take me a few minutes to stop laughing after typing that...).

System

That is normal, even with other ISPs. The broadband order cannot be actioned until the physical line is provisioned to your chosen supplier. Once that is done then it can take up to 14 days for Openreach to provision the fibre on the line.

I had this with Zen. The fibre provisioning process could not be started until the line was provisioned.

So the BT that you deal with (BT Retail) are hamstrung by BT Openreaches processes and timescales and there is not a lot you can do. Openreach treat all suppliers the same, BT Retail do not get any sort of priority

kingoranks

@Jon 01, Everything boils down to change. Some people resist change, some adopt it while others refuse to move with time. BT will never change. As an Ex virgin and O2 engineer, I can tell you line installation and provisioning can be done in mins not days. Good luck with this guys.

System

kingoranks wrote: »

As an Ex virgin and O2 engineer, I can tell you line installation and provisioning can be done in mins not days. .

Assuming that they have an engineer available to go to the exchange to do jumpering. The job itself may not take long but the availability of engineers is a different story

Jon_01

It is a TOTAL shambles!

I had a conformation of the phone installation for the 4th of April, I had text this morning saying it's changed to the 5th and another one about an hour ago saying it's now the 7th!