Beware when moving Home with BT

Emma106

BT sent me an e-mail back in February about making my move smooth with BT. I called them on the 18 March to tell them about my  impending move on the 25 March. They kindly arranged a BT operative to connect all services at my new address on the 1 April and would activate my mini hub so I lost no connection, I moved on the 25th , entered my new home, no connection. I called for 4 hours being put on hold, on the 26th March, they hung up on me. I was unable to talk to anyone. I made a complaint on line, no one contacted me.  I had to invest in a mini hub and a sim to get internet , a cost in excess of £100.  They emailed me on the 27th March to say they had sent a mini hub to my old address, I emailed back and said No I do not live there anymore.  I have asked them to cancel my services to my old address, They cancelled my move request and made out I have done this.  I am now nervous because they are saying they will bill me monthly as I have cancelled my direct debit. I have called anD they have said they will not bill me and this rarely happens, what rarely happens ??? .. they said I did not need to apologise ..  They have let me down badly, has this happened to anyone else?  and they are making out like its my fault ..

Neil_Jones

Emma106 said:

BT sent me an e-mail back in February about making my move smooth with BT. I called them on the 18 March to tell them about my  impending move on the 25 March. They kindly arranged a BT operative to connect all services at my new address on the 1 April and would activate my mini hub so I lost no connection, I moved on the 25th , entered my new home, no connection. I called for 4 hours being put on hold, on the 26th March, they hung up on me. I was unable to talk to anyone. I made a complaint on line, no one contacted me.  I had to invest in a mini hub and a sim to get internet , a cost in excess of £100.  They emailed me on the 27th March to say they had sent a mini hub to my old address, I emailed back and said No I do not live there anymore.  I have asked them to cancel my services to my old address, They cancelled my move request and made out I have done this.  I am now nervous because they are saying they will bill me monthly as I have cancelled my direct debit. I have called anD they have said they will not bill me and this rarely happens, what rarely happens ??? .. they said I did not need to apologise ..  They have let me down badly, has this happened to anyone else?  and they are making out like its my fault ..

https://www.bt.com/manage/moving-home/ - "Try to give us at least two weeks’ notice so we can have everything ready for the day you move in".  Did you do this?

cajef

Emma106 said:

 I called them on the 18 March to tell them about my  impending move on the 25 March. They kindly arranged a BT operative to connect all services at my new address on the 1 April and would activate my mini hub so I lost no connection, I moved on the 25th , entered my new home, no connection.

If they confirmed they would connect everything on the 1st April why did you expect everything to be up and running when you moved in on the 25th March?

matelodave

I'm struggling to understand the OP's problem - if BT aggreed to get him connected on 1st April why is he whinging that it wasn't up and running on 25th

EssexExile

matelodave said:

I'm struggling to understand the OP's problem - if BT aggreed to get him connected on 1st April why is he whinging that it wasn't up and running on 25th

Perhaps it's an April Fools joke.

Chino

Emma106 said:

They emailed me on the 27th March to say they had sent a mini hub to my old address, I emailed back and said No I do not live there anymore.

It's not especially cheap, but Royal Mail offers this service:
https://www.royalmail.com/personal/receiving-mail/redirection

Emma106

 They cancelled my order so were not connecting me at all , they failed to tell me this, so there is no connection, it wasn't coming, without me complaining I would still be waiting for BT AND  THEY ARE NOT COMING , They knew my move date, they were supposed to activate my mini hub.. they offered this, they said they would make it smooth, they lied... they did not contact me to tell me they were cancelling my order,  they did not inform me at any stage there was an issue, I found out the hard way.. no connection..I really hope no one else goes through this... 

as for the royal mail change why?  I told them my move date of the 25th they knew this??? after me cancelling BT on the 26 they sent the mini hub..  originally  they emailed me in Feb in relation to me moving and offered this service.

 I called on the18 March to take them up on their offer,  offer and acceptance is a contract..    they said it was not a problem, so yes if they wanted 2 weeks that's fine, I think you will find the 1 April is 2 weeks , obviously I am their April Fool -- as I said they cancelled this order without telling me??????

they closed my complaint to them on this, saying they were happy to have helped , they haven't, ..they said to call the number in the  box if I needed to talk to someone about it , no box no number ...  crazy email, I have made 2 further complaints, 1 about the complaint not being resolved  and another today because they are still billing me , they expect me to pay for services I am not getting, I am not sure if they have got a vendetta against me because I just got an email from SKY who are supposed to be connecting me, but they have  problem with openreach  ???? 

JJ_Egan

If Sky have a problem with Open Reach then its probably the same one BT had.