BT worst customer 'service' yet 26 February 2008 at 6:47PM edited 30 November -1 at 1:00AM in Phones & TV 3 replies 645 views

Purchaseruk

I ordered a new phone line installation with BT over 2 weeks ago & today was the earliest they could offer an engineer to come out to do the job.
I received the paperwork with the appointment info, customer & account number, proposed new phone number etc & they even deducted money from my account for it.
Tried to confirm the appointment twice to be extra sure it was worth my time taking half a day off work, but both times their 'systems' have been down & they never called me back within the couple of hours they reckoned - despite taking my contact numbers each time.

So today the engineer doesn't show up. I'm told that 'they' voided my account without telling anyone - who 'they' are within the company is a mystery, as is the reason why. Apparently I now have to reorder all over again (after waiting OVER 2 weeks for this appointment) & the earliest appointment they can offer is a minimum of 11 working days - so looking at yet another massive wait coming into mid march!!!

Of course, I can't actually redo the order at this stage as yet again their 'systems' are down & have been all afternoon. They haven't called me back yet again.
Am totally fed up & demoralised with them frankly. Am gonna book another installation date with them whilst Virgin Media get back to me about providing cable to the property. I will be just under £100 better off over the course of a year if I go with Virgin - considering they only charge £75 for installation.
Here's hoping they can supply me & in a faster if not equal time scale.

Anyone else having these nightmares with BT - especially the mystery 'systems down' almost every afternoon?
:mad:

Slayerx

Well im still waiitng for them to come round there due next Friday and that will be over 6 weeks from when they were suppose to come round orignally.

Purchaseruk

Well if you can actually get through to customer services, I'd be calling them pronto to confirm your appointment is still on the system! 6 weeks is a long time to have waited only to be bitterly disappointed if they don't show up like my experience.
I was on the phone to them yet again this morning when they cut me off whilst I was on hold - after the 30 minute mark.
What is wrong with this company??

Slayerx

I arranged my new appointment via there complaints department i will pm you an email address which i would advise emailing a complaint to and they will help you.