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Mobile Upgrade Mess

KTGoddard — Sat, 10 Apr 2021 14:35:28 GMT

Last week my husband went thru the website to upgrade my mobile. The contract was upgraded, but the new handset wasn't applied. Since Tuesday he's spoken to 3 different people and received 3 different responses, the latest being that IT will call him (which they have yet to).

If this was a site glitch (as he was told), why can't everything be wiped and redone, adding the new phone? I don't understand why this is being dragged out for days and taking hours on the phone to customer service. Simply remove/reset what was done and add the new upgrade as if it were the first time.

I've never had so much trouble over upgrading a phone with a company. Being that this is my first time upgrading with BT, it really isn't very encouraging.

Re: Mobile Upgrade Mess

NeilO — Mon, 12 Apr 2021 14:24:24 GMT

Hi @KTGoddard welcome to the community and thanks for posting, I'm really sorry to see there was a problem upgrading your mobile, has this been sorted?

Thanks

Neil

Re: Mobile Upgrade Mess

KTGoddard — Mon, 12 Apr 2021 15:07:57 GMT

Yes, finally. The new phone is supposed to be delivered tomorrow.

Re: Mobile Upgrade Mess

NeilO — Mon, 12 Apr 2021 15:22:46 GMT

@KTGoddard I'm glad it's been sorted and once again sorry about the problems experienced.

Thanks

Neil