This topic

New Customer and your contact option sare not providing a good experience

gjr — Thu, 22 Sep 2022 10:15:29 GMT

On the 7th of September 2022 - Your People came to attempt to connect my Broadband - Service. Unfortunately due to a problem with the cable they were Unable to do so. They informed me they would have to raise the issue for it to be passed to open Openreach , I believe this has been done.

However since then I have had No communication at all about what is happening nor any intended time table, I have been without a service nor a phone service now since the 7th . Your communications system is an exercise in futility and frustration basically all your options to contact you via online chat - end up at phone us.

I am seriously regretting my choice of your service and would like to know what is happening.

Order reference: **Edited**

Re: New Customer and your contact option sare not providing a good experience

imjolly — Thu, 22 Sep 2022 09:29:44 GMT

this is a customer help customer community forum and your post does not go to BT

Please delete vol number for your security

which type of package have you ordered - FTTC - fibre to cabinet and copper to home or FTTP fibre to your home

Re: New Customer and your contact option sare not providing a good experience

gjr — Thu, 22 Sep 2022 14:02:44 GMT

OK thank you for the prompt answer however it is not clear that this is NOT a BT forum as they link directly here when you try and contact,

So it seems there is No way of contacting them.

Re: New Customer and your contact option sare not providing a good experience

Keith_Beddoe — Thu, 22 Sep 2022 14:09:34 GMT

@gjr

See https://community.bt.com/t5/Announcements-Guides-Community/Welcome-to-the-BT-Community-Forum/td-p/1545504

It explains what this forum is for.

Re: New Customer and your contact option sare not providing a good experience

imjolly — Thu, 22 Sep 2022 14:13:21 GMT

you can phone BT CS 150 or 0800800150 from a mobile

Re: New Customer and your contact option sare not providing a good experience

gjr — Mon, 26 Sep 2022 23:01:59 GMT

Thank you for your help but I am going to take my custom elsewhere - because despite Me calling them last week and (to be fair ) the staff member arranging for open reach (I guess ) to come out later this week I have know received an email saying as per MY instructions we have cancelled the order and they want their kit back.

I am not impressed I have been without coms now since the 7th and have received no communication without me having to chase up matters , How do I seek compensation?

thanks

Re: New Customer and your contact option sare not providing a good experience

garybs29 — Tue, 27 Sep 2022 11:06:28 GMT

On the compensstion if it was a delayed activation you'll be entitled to the automatic compensation up until the day you cancelled the order. Also you are aware that unless you go to Virgin (or someone else who uses their own network) you've just put yourself at the back of the openreach queue again with no guarantee the same issue won't happen with another provider

Re: New Customer and your contact option sare not providing a good experience

imjolly — Tue, 27 Sep 2022 11:10:29 GMT

the automatic compensation for delay is calculated to day your service activated. as you have cancelled order there is no automatic compensation

Re: New Customer and your contact option sare not providing a good experience

gjr — Wed, 28 Sep 2022 11:34:32 GMT

I have not cancelled the order BT cancelled the order without notification. However due to the way BT staff have treated me over this issue in the last few days the matter has been refereed to my solicitor for legal action under the disabilities act.

Re: New Customer and your contact option sare not providing a good experience

licquorice — Wed, 28 Sep 2022 11:40:32 GMT

Good luck with that