Another BT nightmare

alsa1

I'm having a nightmare with a switch to BT, they had given me a date of 22 April for phone and broadband to move over from Plusnet. But the broadband looked like it had been switched off on the 18th.

I waited until the 22nd to see what would happen, received an email that the phone was active but midnight came and went but nothing about the broadband. I rang this morning to wait 25 mins to get an answer only be told it 'had failed'. And now they will have to try again in a few weeks as apparently according to the advisor there were error codes that have to be removed? I asked what this meant and it seems that Plusnet didn't give permission to a switch, this is despite Plusnet confirming by letter it was being moved?!

Can anyone help on next steps? I can't go another few weeks without internet access, especially when the reasons are so odd for what is going on?

JJ_Egan

Suggest if you are desperate for internet access that you source a mobile dongle .

alsa1

Yes it seems like I'll have to sort something out as it was another day of going round and round BT telephone centres...It seems there's a tag on the line but Plusnet say its been removed and should be okay to go, but BT say it can take another 10 days to get another transfer?!

Why can't they do it sooner, their customer services are hopeless.

Spookieuk

alsa1 wrote: »

but BT say it can take another 10 days to get another transfer?!

Why can't they do it sooner, their customer services are hopeless.

Sounds about right. If an order, or repair, fails it goes to the back of the queue. The staff don't have an impact on the dates that is dictated by Openreach, they get given the first available day.

alsa1

Spookieuk wrote: »

Sounds about right. If an order, or repair, fails it goes to the back of the queue. The staff don't have an impact on the dates that is dictated by Openreach, they get given the first available day.

I understand there might be a delay, but it's the attitude of 'tough', no apology either for the likely 3 weeks without internet access. I mean there have been problems before with other providers but it's the BT style of 'whatever' that bothers me, not a good tactic to win over new customers.

Spookieuk

alsa1 wrote: »

I understand there might be a delay, but it's the attitude of 'tough', no apology either for the likely 3 weeks without internet access. I mean there have been problems before with other providers but it's the BT style of 'whatever' that bothers me, not a good tactic to win over new customers.

Totally that's not acceptable a honest sorry would go a long way.

alsa1

Spookieuk wrote: »

Totally that's not acceptable a honest sorry would go a long way.

Just as I thought the wait was over, there's another farce by BT customer services, despite being told that I just have to wait five working days to see the situation resolve, I'm now told by them its 'still in the queue' and could be another week before they get to it! Never mind being resolved it seems this team that's supposed to sort out a minor technical issue still hasn't come round to even looking at an issue raised on 22/4!

Beware those looking to transfer their services, you're in for some stressful times with BT

zaax

Maybe BT retail wasn't the best of choices?