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Simon046
Aspiring Contributor
1,061 Views
Message 1 of 41

BT Driving people to the edge?

I want to cry and scream the amount of stress and anguish this chain of events caused by BT has started.

 

Not sure where to start, events with BT that goes beyond belief and all I have tried to do is order broad band services.

 

Each and every time I have called BT (8X to date) I have spend at least 1 hour + on the phone, I have tried emails and even called the ombudsman yesterday.

 

8th May 2013 I order BT broadband online, I am able to get FTH Infinity2 I’m excited I have wanted this for ages and the new cabinet in the street is 15 meters from my home.

I get a confirmation email of my order and told to wait up to 48 hours for contact from BT.

 

11th May not heard anything so make a phone call to BT, “Sorry sir we have no order on record”  “Did I order online? If so wait another 72 hours our system may just be slow”

So 72 hours later I call back, “No order has been placed sir, it looks like there has been a problem with transferring your details from BT.com it’s done manually”...... couple of hours into this call it turns out they cannot find my current phone line or address, during this time I was asked “Are you sure you have a phone line in that property?” And “Am I sure this property exists?”

I told them I am calling from the land line from my house both of which are the things that BT cannot find.  (I live in a large Seaside town in a modest size house so it’s not a rural thing)

 

So I am told an Audi robot will be run and someone will call me back tomorrow, guess what?  I wait 48 hours and call BT back and start all the above again with 3 different people, who then decide they can’t deal with it but will put me through to someone who will.

I asked if they would update the system so I do not have to explain the whole thing again and go through the process every time I speak to some one of the “your house and number don’t exist”

I was assured every time by the person at BT they would do this, and of course every time I get dumped into a random call queue and the person has no details on system of me, my calls or my problem.

 

I am told the person who ran the Audi Robot will contact me when  they have the results, I point out that was 3 days ago and no one has contacted me, I’m told it may have failed and that the person will contact me when it is successful,  I ask “What if it’s not successful?”  I am told “It normally works”

 

I wait another 3 days and  again call BT going through the same speech above overtime speaking to 3-4 people again wasting another couple of my life’s hours and eventually end up talking to a lovely person in a team called “Easy Install Team”  (Please don’t laugh)  This lady confirm they couldn’t find my address or phone number again asks if they exist.......  I explain again I’m calling from my front room from my land line with the number I want to keep.  The nice lady (this one was actually  interested!) tells me someone has to transfer my details from BT.Com to Open reach couldn’t find my address and then gave up leaving my order in limbo (sounds about right?).

I ask what to do? The lady says we need to run an Audi robot...... I tell the helpful lady that has been done 3 times apparently, she confirms that and the person involved should contact me....  I asked could she please contact that person as I have had no contact and would appreciate knowing where my order is up to if at all?  I’m told she will email the lady involved with my Audi Robot and ask her to update me.

 

Perhaps my expectation was a little high I thought that meant the lady doing my Audi robot trace was going to call me to say “Hi sorry been some problems but leave it with me”, what actually happens is I get a txt message to my land line and the Robot Voice says  “Hi this is BT there is a problem  with your order, please wait 48 hours and we will contact you”.

 

So I wait another 48 hours and then call BT back, explaining the whole sorry story multiple times to multiple people who pass me from one ‘Specialist’ to another never actually bothering to update BT systems with the problem or where we are up to, hey it’s only a couple of hours of my life again right?

 

I ask to speak to someone in the ‘Easy Install Team’ again, I get another chap who isn’t as interested, but does tell me I need to get the MAC code from Sky, and that they will run an Audi Robot to find my line......  I take the time to explain that the robot has been run multiple times and won’t find my line, he agrees and I also tell him I have spoken to SKY my current provider and they tell me I am on their own proprietor network an  not on BT’s wholesale network this means SKY cannot give as MAC as it does not exist.

The man in ‘Easy Install’ tells me SKY don’t have their own network and use BT’s, I tell him yes that is normally the case but in my area SKY tell me they use their own network totally separate to BT’s and it is not BT wholesale.  He tells me this can’t be the case, so I agree to call SKY and get clarification, and indeed they again tell me I am on SKY’s separate network and not BT wholesale.

Armed with this information I return to the chap in ‘Easy Install’ and he tells me that he will run the Audi Robot (no I am not kidding) and see what that does and he will contact me in 72 hours if it fails he will  start a new order and get it sorted.

 

So aprox 2 weeks pass no call as promised so I decide AHHA!  Email?  So I send an email to BT complaints department, I receive an automated response “We will get back to you within 48 hours”

I wait 4 days and get another email “Sorry we have been busy it will be 72 hours before you get a response”

I wait 72 hours and then a week and nothing.

 

I think ok I give up I won’t bother, some days pass and I get an email from the email complaint I raised, “Your complaint is now resolved”  Really?........

The email continues  to outline how a BT engineer will attend my house to fit a phone line and that’s it and list a BT broad band product that is not FTH or Infinity......

 

 

So I call BT and get another Indian woman she insists “I need your account number to proceed with this call”  I explain I don’t have an account number and want to cancel whatever order BT thinks they now have with me, again the woman says “Ok can I have your account number?”.....

I ask the woman to please let me speak to a manager “ Yes sir please wait”  I’m put on hold for about 10 mins, “Sir I will place you through to a manager can I first take your account number?”

I tell the woman I don’t have an account and ask how can I provide an account number?  I have a complaint reference number from email.

She then places me without a word into a hold queue, so I sit listening to music for 55 minutes and in the end give up and hang up.

 

 

I then call the Ombudsman as stated on BT’s page and they tell me I’m still outside the 2 months window for them to step in, I explain I have an order at last but not for what I want and list all the above.

The chap tells me there is nothing he can do until 2 months have passed.

 

I apologies to anyone who took the time to read this, for grammar or spelling or whatever but can someone tell me please what the hell can I do?

I cannot speak to BT, I cannot email BT and I cannot use the Ombudsman.

 

The stress and sleepless nights this is causing on top of having a 17 week old child is  pushing me over the edge and I’m at a total loss as what to do now?

 

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40 REPLIES 40
Distinguished Expert
1,056 Views
Message 2 of 41

Re: BT Driving people to the edge?

That's an "order robot", I think 🙂

What's your postcode?
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Moderator
Moderator
1,051 Views
Message 3 of 41

Re: BT Driving people to the edge?

Hi Simon046,

Welcome to the forum and thanks for posting. I’m really sorry for the problems you’ve had in getting the order sorted. I’m sure I can help with this. Drop me an email with the details, including order numbers etc, and I’ll look into it for you. Click on my username and you’ll find the “contact us” link in the about me section.

Cheers

David
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Simon046
Aspiring Contributor
1,032 Views
Message 4 of 41

Re: BT Driving people to the edge?

Thanks DavidM I have done that, though it wouldnt let me continue without a valid account number. (laugh, cry I dunno)
So I made one up hope it finds you.

Thanks David.
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Mackson
Contributor
1,015 Views
Message 5 of 41

Re: BT Driving people to the edge?

Same situation here just don't expect it sorted anytime soon I ordered on the 18th April with a install date of the 2nd may and I'm still waiting it will be 5 weeks on Monday with no broadband and bt have had the cheek of billing me £51 in the meantime !
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Distinguished Expert
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Message 6 of 41

Re: BT Driving people to the edge?

You said they will tell you today what's going on.
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Mackson
Contributor
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Message 7 of 41

Re: BT Driving people to the edge?

Yes I did but I've been told that before so I'm not holding much hope
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Distinguished Expert
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Message 8 of 41

Re: BT Driving people to the edge?

Who's going to tell you, India? lol
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Mackson
Contributor
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Message 9 of 41

Re: BT Driving people to the edge?

Probably! At least sky's call centre is in Scotland and its easier to communicate with them
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Distinguished Expert
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Message 10 of 41

Re: BT Driving people to the edge?

You're not kidding. Roll on the end of my contract so I can move to Sky.
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