Can anyone get through to BT?

headintheclouds

Grrrr! I've now been waiting 3 1/2 weeks and it's 7 1/2 weeks since I placed the initial order. The engineer was supposed to come out this morning but didn't show up - second broken appointment, and one appointment made for the time I specifically said wasn't possible. Have just spent half an hour on the 'phone with a promise of a call back with an urgent appointment. I'm not holding my breath. My mobile bill is massive and I'm totally fed-up. If they show any sign of having a broadband order from me (and they've cancelled that twice already for no apparent reason), I will cancel it myself. I'm just not prepared to deal with them more than I have to. It is driving me nuts! If there was cable in my area I would go for it, but we don't have it (yet?).

If I don't hear from them within an hour I will be on to head office. It's absolutely shocking. I've spent at least 3 hours hanging on the 'phone over the last few weeks and to keep hearing "we are very busy" drives me to distraction. I am very busy - too busy to waste my time listening to terrible music and getting no results. The callback service doesn't work for me - for some reason they won't accept my mobile number.

Anyway, rant over. Thanks to all who have posted alternate numbers and for the e-mail address of Ben Verwaayen and the head office 'phone number. I have a feeling I will need them.

headintheclouds

Update - I did eventually get connected last week after 'phoning the Head Office number. I didn't even need an engineer to come out - despite the appointments that they insisted on making and breaking.

Thanks again to all those who posted the alternative 'phone numbers. BT really does seem to have big problems at the moment, but if you speak to someone at Head Office they will put you in touch with their special department and these people do seem to follow through. It really shouldn't take all that time, effort and stress to get there though!

boatman

Friend ordered a phoneline for a new flat at the end of July, she got it fitted last week!!!! Thats 13 weeks to get a phone, complete joke!!!!

Moffatt

synergy wrote: »

BT finally came out to me this morning to fit my new line! Woo hoo!

It turns out, that they didn't even need to come out, as the line is already live!

BT are now trying to tell me that I still need to pay the £125 connection fee, as my property is a new build, even though it looks like they've not doine anything? Does anyone know if this is right? If it is, I don't mind paying, but if not then I'll take further! :O)

They've also offered me £10 compensation for 1st missed appointment, and 2 months free line rental.

Advice appreciated please!

Probably the case that the engineer only needed to connect the line at some point along the route. The £125 will still be payable to BT (retail) because they have to pay Openreach a substantially higher figure for the provision.

Chris120A

Thanks thanks THANKS for posting the BT head office number. Just called it and got through straight away, although to an out-of-hours switchboard, te guy I spoke to was relly friendly and seemed to actually know what he was on about for change!

So far BT have failed to turn up to fit a new line for me twice, even though the engineer himself called me the day before and specified the time himself :mad: The shortest time I have spent on hold is 45 mins, the longest an hour and a half, being shuffled between different depts, and twice cut off.

Luckily I have a mate who works as a BT engineer and got him to take a look at the order on their system. He told me the engineer had reported no answer when he called, and had put a card through the door on both occasions. This is absolute B******* for a start, because I don't HAVE a letterbox on my front door. I checked with all my neighbours in my block and they had no card either, so either he went to completely the wrong address, or someone at BT is telling porky pies.

After yet another hour on hold I cancelled my order yesterday. Asked for the £25 deposit I paid to be refunded, only to be told that they couldn't do that and I had to speak to the Customer Services dept. Who I had rang in the first place. Cheers BT :rolleyes:

Altogether I have spent 2 and a half weeks chasing this up, run up nearly £60 on my mobile, used halfof my free minutes for this month and wasted two days off trying to sort this out. Ironically I chose NOT to go with Virgin cable as I heard their broadband is deadly slow, but slow is better than nothing at all.

Linda_Henderson

[EMAIL="compliance@bt.com"]compliance@bt.com[/EMAIL]

[EMAIL="chris.waring@bt.com"]chris.waring@bt.com[/EMAIL]

I have tried both of these, and have had a reply which is heartening - although no resolution to my query of course!

FannyHill

It's annoying when after 45 mins if you are lucky you get thru to a human to speak to about your problem and they then say they have to transfer you and you have another long wait.

I worked for BT when they were the GPO in the early 70's and the customer service was minging and it's hasn't improved any, in fact it's got worse.