BT slamming

spudd71

hi i was a sky customer and on the 25th of November was told by the BT Webb site that you could offer fibre so I placed an order but then we got a call on the 29th saying that you could not and was asked if we would like normal copper line broadband but we said no as we had a good deal with sky at the time for £15 a month for line and unlimited Internet so i cancelled the order .
on the 11 December 2017 i noticed that our Internet was not working so I tried to ring sky on the house phone by dialling 150 and to my surprise got through to BT and at that point i knew watt has happened so I rang BT and asked what was going on and from then on got the run around . now at this point alarm bells started ringing in my head as i knew it takes a couple of weeks so i rang sky back and asked if they could do anything and was advised that all they could do was place a fresh order so i thought at that point it would be better to let BT get the Internet up and running as BT had already took over the line and it would be a only a couple of days to sort and was already worried about Christmas as we do all our shopping on line
so i rang BT back and asked what is happening and was told i would get a call back but never did so the next day i rang back and ask what was happening and just kept getting the run around so i asked to speak to a manager and was told hi was in a meeting and he would ring me back but he didn't so i rang back and after getting past from one department to another go to speak to a manager and he said he would sort it so I said that it needs to be done as a emergency as I'm disabled and it is my life line and without it i Carnot do anything and on top off that i have two children and Christmas is coming and their lives are on line and was told not to worry it would be sorted and would get a call back the next day so waited all day to get a call back and at about 1800 i rang and asked to speak to him was told he had gone home and had left a message on the account so this went on day after day with no luck then was told they would have to raise an issue i couldn't believe it i get slammed and I'm getting the run around one excuse after another even at one point blaming open reach for it and all the time I'm getting more and more stressed witch doesn't help me as it increases my pain
now Christmas is getting closer and closer and I'm begging for it to get put on and getting now where so I called off com phone so i rang them and was told it wrong for you to do it and that it should have been done !!! a priority and ask them for help so they emailed BT and for the first time i get sum one higher up ringing me and still no Internet until the 3 Jan 2018 so all over the Christmas we couldn't do any thing we had no access to online service's like sky. Netflix . PlayStation. network .Skype for distant relatives so all over the Xmas the kids couldn't play there games as you need to update your ps4 to play the newer games no playing fifa with Friends and other games at one point one of our sons asked if he could stay with hi auntie till it gets put back on witch was just the cherry on the cake . no Internet shopping so i wouldn't like to think how much it put on the price of Xmas and missing the boxing day sales with travel and not being able to get the best prices on the shopping food and presents . now it is bad enough for a abled bodied person to go shopping at Xmas but i Carnot do it so was unable so for wont of a better word by being slammed by BT and the lackadaisical approach to getting our Internet switched on Xmas was ruined for us all now i don't know about every one but in our house it is the most important time of the year we are a family who lives on state benefit becos of a degenerative spine condition I have so every penny counts so this has had a wide variety of knock on effects for example I am unable to use public transport and unable to walk around the shops freely as I have mobility issues so have had to do several shopping trips witch obviously cost time and money and in my case Paine and like I said earlier on no online services ' PlayStation network' sky box sets ' Netflix ' phone calls as a lot of our calls are done over messenger and skype to distant relatives
then theirs the contract we had with sky for £15 a month witch is no longer available that alone is the difference of £60 for a year and BT have offered us £83 compensation . so taking away the £60 for the difference between what I was paying and what I will be paying for broadband and line rental so £23 pound for ruining xmas so we aske the ombudsman to help and it has agreed with BT and say BT have not slammed me but failed to cancel an order but its my under standing that when BT place a order with openreach and openreach get to the cabinet and is unable to carryout the order it will send BT a ticket saying so and will not do one without the other so I'm posting this on hear to see if I can do anything about this before I consider legal action thanks for reading

JJ_Egan

Sorry wall of text unreadable .

mac.d

That's really hard work to read. Taking out all the unecessary stuff its fairly simple though.

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spudd71 was with Sky and ordered Fibre from BT on the 25th of November but BT phoned 4 days later to say fibre wasn't available so offered ADSL, which spudd71 rejected due to having a £15 a month deal with Sky for ADSL, so they cancelled the order.

However, it appears the order didn't get properly cancelled as BT took over the phone line on Dec 11th, but there was no broadband. After much phoning to Sky & BT, and getting the runaround from various BT CS staff, they just stayed with BT but it took until Jan 3rd for the broadband service to be up and running.

spudd71 feels they have been slammed by BT and the lackadaisical approach to getting their internet connection working meant Xmas was ruined for them. BT have offered them £83 compensation, they've complained to the ombudsman but they have agreed with BT and say BT have not slammed them but failed to cancel an order.

The query from spudd71 is "its my under standing that when BT place a order with openreach and openreach get to the cabinet and is unable to carryout the order it will send BT a ticket saying so and will not do one without the other so I'm posting this on hear to see if I can do anything about this before I consider legal action thanks for reading."

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So if they've complained to BT and been offered compensation and the obudsman agrees with BT, then there's nowhere else to go is there? Legal action, not a chance.