BT...a cautionary tale

johannis

littleboo wrote: »

When you migrate phone and broadband, you are normally replacing one providers service on a pair of wires with anothers, so there is an interaction between the two. They cant co-exist at the same time.

The TV part is totally different, its quite possible to keep Sky TV and have BT or TT TV in addition so yes you would need to mange the TV part. I doubt that Sky would action a TV cancellation from BT.

Well, I understand that now...my complaint would centre around the way BT suggest they do everything. I'm on a learning curve here...!

johannis

I will reiterate, I'm not suggesting that I'm not culpable in some way here. I went into all this knowing that BT can be useless.
But I am somewhat surprised by how crap they've been.
My only motive here is to serve this up to point out what to look out for.

Current update...Netflix started working tonight...still no Sport...little steps etc.

AndyPK

To be fair that is the way it's meant to work.

The new supplier is meant to cancel the old and transfer number.

You cancelling the old will also create problems.

When moving from Virgin it's best you ring them up too

johannis

...so two weeks on, the service is almost there. A week after being told it would miraculously appear the next day...sport channels miraculously appeared. Still no amc...I don't think they really know what it is, I certainly dont, I'm not sure I care, but they offered it and I accepted it.
I have not had a call from any of my 'handlers' since Friday 6th Jan despite assurances from each one that they were personally taking over my case and would be calling to discuss compensation...hmmm?
At least my contract is ticking down...only 11 months to go!

Pincher

johannis wrote: »

Be wary of a BT deal...I haven't even thought about the pain of claiming the reward credit card yet...

It's like the feather you should have picked up at the beginning of an adventure game. There is a very long reference number you get for the job, it looks like OpenReach related. You need to register this within the correct time window. Something like after the switch is done, but not too late. You also need to record PRECISELY the date you applied, because the promotion offer changes all the time. So you can get £50 voucher instead of £100 voucher very easily.

After registering the code, which is apparently some other department, you then need to chase them, because they have no record of you registering. You need to keep a very good record of all the dates, and the telephone number to chase. Otherwise, you will be holding for an hour to get through to general customer service, who will simply tell you to call some other number.

That was about three years ago, when I got BT Infinity.

Will be getting a £100 voucher from Virgin Media for a New Year offer, wait and see.

macman

Neither supplier can cancel your DD. All they can do is stop drawing on it-which still allows it to be drawn on in the future, whether by accident or design. Only you, as the bank account holder, can cancel it permanently, which is what you should always do after receipt of the final bill from the outgoing supplier. It takes a few seconds in your online account.
I've lost count of the number of times we get anguished tales of woe on here when someone notices a year (in one recent case 5 years!) later that their old supplier is still taking payments out.

johannis

So approaching £500 out of pocket since joining I have just been offered £13 compensation...

johannis

Pincher wrote: »

It's like the feather you should have picked up at the beginning of an adventure game. There is a very long reference number you get for the job, it looks like OpenReach related. You need to register this within the correct time window. Something like after the switch is done, but not too late. You also need to record PRECISELY the date you applied, because the promotion offer changes all the time. So you can get £50 voucher instead of £100 voucher very easily.

After registering the code, which is apparently some other department, you then need to chase them, because they have no record of you registering. You need to keep a very good record of all the dates, and the telephone number to chase. Otherwise, you will be holding for an hour to get through to general customer service, who will simply tell you to call some other number.

That was about three years ago, when I got BT Infinity.

Will be getting a £100 voucher from Virgin Media for a New Year offer, wait and see.

It's taken then 8 weeks to sort out the order, every conversation I had with one of their handlers involved them saying there would be no problem accessing the reward once it was sorted.
Now been offered £13 compensation! I reckon, including the missing reward, it's cost me nearly £500!

johannis

so...having escalated to a manager, the comp is up to around £30! they did offer to cover the £95 extra i paid sky but that was lowered to £30 when they saw the bill...i've argued that the reason i didn't cancel sky was down to the wording on the their offer and my case is being escalated to the next level?
i'have no confidence that this will get me anywhere, but £60 is nothing compared to how much i'm down, so sod it!

DonnySaver

I would be contacting CISAS and/or OFCOM by now. They say you normally have to wait 8 weeks but in your case I can't see this getting resolved to your satisfaction very quickly at all. I'd start the process rolling now .. good luck (now I remember why I left BT)