Not sure where to start, but this is a complaint about your service, or lack of it!
I run a small business and last February thought about moving my office home to spend more time with the family and this is when my nightmare experience with BT and Customer support started.
I placed a cll into BT to see if I could get a high speed connection at home, they advised not, even though I live in a densly populated area of Essex, so they offered me up to 20 Mg, they arranged and install date and even offered me a free trial and if I was not happy they would remove the service and everything seemed to going to plan - not so fast matey! The engineer turned up went again advising thqat I already had abox and it was working and that was that, I pluged in my PC and tested the speed, a wopping 2 Mg, I rang to complain about the qaulity of the line and was advised to wait 10 days, which I did, the speed never got any faster, and the funny thing is, is that I have a competior line installed for home hused and it's running a 3 times the speed BT could offer.
So I contacted Non Customer Suport and they offered, to my suprose BT Infinity, I advised them that the previous adviser said I could not have the service and was advised that it has only jst been intalled in your area, 10 days after my original install date - I am getting to the bill bit!
Another day of work and the engineer came again and then went, came back and went again and then came bakcand said everything is ready - amazing I thought as he was hardly in my property and never made a drill hole, I installed my modem and.........no signal, nothing...... I contacted BT Non Customer Support and was advised their was no booking for Infinity in the system, when I questioned why the engineer had visited they could not advise......... No at this point I thought shall I just give up as my office at home was not looking good, but you guessed it, I made the wrong decision and decided to give them another attempt, I ensured with the operator that if I was not happy I could have it all removed and they confirmed the original agreement stood - so arranged for another engineer to visit and took another day of work, now we are now in May and still no service and I am a business customer, I've registered complaints and been advised several times that I will be contacted, you have my email address, phone numbers and you could even come and visit me as you know where I live and where I trade.........
The engineer turned up fitted the Infinity and then went, since then, I have hardly used the service as it is not stable, I have written emails of complaint to Non Customer Service and had no responses, the lack of support is diabolical to say the least, nobody calls you back, if you dial about your bill you are sent to the Philipines, very nice I am sure, but I need to speak to a manager, my bill.... At last you are thinking, well, my bill used to be easy, a one bill account with mobile, Broadband and phone, easy, now I get 2 bills, wrong numers, charges for phones that no longer exists and the saga continues.
I have writted today once again as my phone is suspended due to non payment, even though I have received a bill stating I AM IN CREDIT.
There are loads of more issues I could advise but am losing the will to live as I sit here typing on the keypad. If you are reading this and run a small business, really take the time to consider what BT offer as a supplier.
Check my account forum moderators, don't respond via this message, do the right thing and pick up the phone and talk to someone to sort this issue out
