BT have not provided us with any service for a month

boo80

Do BT still have advisors in here?

We signed up as new customers early last month, ready for the services to begin in when we moved in on 19th August. It's now the 13th September and we have none of the 3 products we have signed up and paid for. They have changed the date of installing so many times I have lost count. They turned the phone on before we even moved in (so they could start charging us I imagine) but now they've cut that off and we've been without it for a week.

I work from home and cannot work without the internet. The local school need us to register the children on the council website before they can start school. My partner needs the Internet to look for work. We've spent a small fortune on mobile data and calls to BT to try to sort this out. BT advisor, if you're here, please help, I'm losing my mind here!

Oh, and every single time I call I'm told something different about when the service will start, but never why there is such a delay! BT is such an established company, surely they should of nailed the installation thing by now?!

socorista

Im in exactly the same situation as you are and after over a month without broadband at all, tons of false promises regardind dates when service will go live i gave up and cancelled my broadband with BT. Spoken to one of the managers and he assured me that I can leave without penalty due to BT fault to provide the service being shocked just to see that they want over 700 pounds cancellation charges!! How is that possible? Im trying to be patient and in worst case scenario report them to OFCOM and claim my money back via small claims court...
Anyone could advise or should I just cancel my direct debit with them at first so they wont be able to charge me that horrendous amount?
Thank you for reply

mije1983

BT rep hasn't been around for a long time now. You are better off posting on their own forums.

onomatopoeia99

If you work from home you are better off signing up with a business focused ISP rather than a consumer one. You won't get shopping vouchers, prepaid mastercards, TV channels or other guff, but if your livelihood depends on it a few quid extra a month would seem trivial.

oligopoly

Oh god. Eerily familar. Such a shame I can't yet get Virgin in my new area - I had 4 happy years with them!

boatman

https://www.formwize.com/run/survey3.cfm?idx=505d0401000108
maybe contact opereach and see if they can give some insight.

newtonflotman

Under the Data Protection Act you can request transcripts of all contact with the company. You need to send a £10 cheque to the company (complaints section) requesting copies of all data and transcripts since XXX Date. With this info which they have to send you, you can use as evidence if they are being a pain to release you, without paying fees. More often than not you would be contacted by the company, they apologise and see the evidence their about to forward to you and then back down and release you fee free. I had this hassle a few years ago with TalkTalk. Got passed form pillar to post, constant lies. Requested data and within days got contacted by their uk office who apologised and let me leave fee free and sent un-cashed cheque back. Good Luck

warehouse

BT use Indian call centres who don't give a d*mn about you or your problem and take no ownership whatsoever.

Next time you call make sure you refuse to go until you speak to someone in the UK. They can do that eventually.

baldelectrician

warehouse wrote: »

BT use Indian call centres who don't give a d*mn about you or your problem and take no ownership whatsoever.

Next time you call make sure you refuse to go until you speak to someone in the UK. They can do that eventually.

Or you could go with someone who has call centres in the UK (Sky, PlusNet- who are owned by BT)


I like plusnet as they give a static IP (I have CCTV and it makes things easier)