BT Moving House Transition Mess

zs90

I called BT in November to start the moving house transition.

As of the 23rd December, the broadband service was deactivated, although on the account, it was notes to transition from the 3rd January. I called them on the 23rd where i was told that it was deactivated in error and someone would contact me re. reactivating that day. This didn't happen- so on the 28th Dec I called them back up, where I was told this would not be the case.

In January having spoken to BT on a day-to-day basis (I work full time as well), approx. 20 minutes a time and was promised on 5 different occasions that our broadband service would be up and running since the start of Jan. This did not happen and after not receiving a service for a month and still being promised that we would- I asked for the contract to be terminated. I was told my a customer service manager that he could see that the customer service i had received was incredibly poor and that I needed to continue with a written complaint, as he would only be able to offer £20 as a gesture of good will but advised that further compensation was required.

Today I received a call from BT Complaints department who advised that they would waive a £130 fee (that until today, has not been mentioned once) and the line rental fee of £4 + (which I don't fully understand how this fee has been accumulated in term of line rental when I paid for the line rental fee upfront for a year last Feb- this was around £130, which would be covered in the transition).

The advisor who made out that this was already going above and beyond (in quite a condescending manner) added that as a gesture of goodwill, he would offer £20 compensation. This I don't feel covers, the numerous calls I have had to make to them, the time on each call, the fact that there was no service for a month and the stress its caused.

BT have been an absolute pain and its a shame to end on such a bad experience- as I was quite happy up until this point to continue a further 2year account with them. Whilst Talk Talk lines are carried with BT, we so far have not had any problems and the set up was done within a week. BT have had since November to sort to resolve this and were unfortunately unable to do so.


Can anyone help or advice whether they have had a similar experience. In terms of compensation when asked what was I expecting, i suggested £50-£100 for the time wasted and stress.
Thanks

JJ_Egan

You might get £30 .
But your post is that hard to follow /read that i cannot work out what the compensation would be for .

Browntoa

do they realise BT lines carry their TalkTalk service

inkwat

You need to create a clear 'invoice' of sorts for what you feel is owed - if you send them this, it is too convoluted to be helpful. You need to be very clear about what you have spent. It helps if you can provide evidence of charges etc. that you have paid in regards to sorting this out.

You CAN add time spent chasing/any phone bill resulting from chasing etc. etc. but you are unlikely to receive this. Still, it doesn't hurt to add.

You basically want an itinerary of what you expect to be reimbursed.