BT Broadband Order plus problems

vigman

Hi

I thought this post might help some people and also give me some advice please.

I have a BT landline at my holiday home. I had been legally piggy backing a connection off a neighbour but they have now moved. I tried to make an order on my Vodafone mobile but the signal was too poor so I used the landline.

Initially good as I could have free BB for 12gb per month use or unlimited BB for £5 per month with unlimited calls so £23 with line rental. I was also told I could use BT Openzones from now, one of which is available to me.

First issue is that I could not log in to the Openzone. For the first three or four calls no-one had an idea why. The next person said that it was because my old BTID was a username not my email address. Just change that and it will work.

I went to my local Tesco and they had free BB. I changed my BTID and went home to try it. Still no luck. I was then advised that my password must not contain anything other than numbers and letters ie no other characters or punctuation.

I went back to Tesco and changed that. Still no joy.

Finally I got someone who said that my account had to show it was the Primary account. He started talking me through it but the screen he had on My BT were not the same as he was working from! He logged in to his own My BT and saw we both had a newer version. On this one he could not find out where to change the account to Primary but I saw on the Settings page that said I was Account Manager there was an option about account types. I clicked on this and then had the option to make this a Primary account.

He thanked me and said he would advise others of what I had found out.

Finally got on to the Openzone.

Started watching TV and was annoyed to see that if I had placed the order online I could have got £26 pm with BB AND a £100 gift card.

I rang customer services and said I was basically losing £100 less the lower pm payment of £3 pm or £36 per year just because my phone data connection was not good enough to place an online order.

I could cancel my current order and then place an online order BUT I would lose the ability to go online as I could no longer get onto the internet via the Openzone. Catch 22.

I rang customer services and asked if it was possible to grant me a £50 gift card in the circumstances? The first operator was helpful but customer retentions who I was put through to said it was impossible and the only option was to cancel the first order, find somewhere with free broadband and place a new online order.

I am not at all well at the moment and will probably go with the loss but having been a BT customer for more than 40 years was a bit disappointed at their attitude especially having solved the Openzone login problem!

BT advise that if I 'chose' to call on landline that is basically my hard luck. But I HAD to call on landline as I could not order broadband....without broadband!? (My mobile data kept dropping out and I would not trust this to make a payment or order).

Vigman

lee111s

It's not the fault of BT you couldn't place the order online, if anything, seek recompense from your mobile provider.

You were happy with the price offered at the point of sale.

The pre paid mastercard offers are online offers only.

vigman

lee111s wrote: »

It's not the fault of BT you couldn't place the order online, if anything, seek recompense from your mobile provider.

You were happy with the price offered at the point of sale.

The pre paid mastercard offers are online offers only.

I do understand that, Lee but it does seem crazy that I could cancel the first order, find free wifi, then place the order online. I hate playing the blue badge card but it does take a bit more effort for me to drive to the nearest free, and unsecured wifi, to place the order. Also I don't like giving payment details on an unsecured connection.

As a BT customer for 40 years I thought they might make some small gesture for the difference of £60. Some operators thought billing would do something for me but this was not the case.

Nothing to do with the offer but it was very poor that the Openzone connection problem was being dealt with by operatives with out of date information. At least I was thanked for pointing out how to make a primary account on the new My BT site.

Basically you can't order broadband online....without broadband!

Vigman