Good Morning,
I placed an order with BT in the middle of October for Infinity 4. I have had the following issues arise during this process and would like to request some help from BT. I have a disability which affects my verbal communication and I feel that no one is able to help. I will try to summarise what has happened so far.
1. I placed my order in the middle of October and was told that I would be online in the beginning of November. This order was then cancelled without a reason being provided.
2. I phoned BT and I was told there was an issue with online orders for broadband. I was advised to go through the same process over the phone and assured my order would go through correctly. This order was then cancelled without a reason being provided.
3. I phoned BT and I was advised that the previous customer service advisor had put through the order incorrectly. I put in a formal complaint and was advised that my order was with a specialist team who would update me on the order progress. I was advised to go through the same process over the phone and assured my order would go through correctly. This order was then cancelled without a reason being provided. I was not contacted by the specialist team.
4. I phoned BT and asked for an update on my complaint. They advised that, as I had no open order my complaint was still in progress and could not be resolved. I was told I would get a call before close of business from the specialist team. I did not receive a call.
5. I phoned BT to request more information in regards to my previous failed orders. They were unable to provide a reason why the previous orders had failed and I was assured, this time, that my order would go through successfully and I would have internet access by the 6th of December. I received my router and I was told an engineer would come the day after. I was also told that the specialist team would call me to update me. I did not receive a call.
6. I called BT to enquire as to why my order had failed. I was told that there was a problem with the hardware in my home and an engineer had to be booked to repair or replace it. I informed BT that an engineer was already booked for the 7th. I was informed that there was no record of an engineer scheduled to come on the 7th, despite the information showing on my order tracking page. I was then informed after some lengthy investigation that an engineer had been booked for the 7th but that this engineer did not have the training to repair or replace my hardware and was only attending to 'extend my lines'. The BT advisor was unable to confirm whether or not the engineer would attend tomorrow. I was then told that the earliest date for my broadband to be activated would be the 16th of December.
I was requested to pay a £150.00 deposit for services. I informed BT I could not afford this and they decreased the deposit amount to £50.00 which I have paid. I also ordered a BT phone for £39.99 as part of my first cancelled order. I was then told that this would be refunded, by cheque, which would be sent out in 30 days. I asked for this to be sent back to my bank but I was informed that as I did not currently have any services with BT this was not possible.
So, to surmise, I have paid £90.00 and been advised to wait 2 months for an order which I was told would take 2 weeks. I have had no communication from the specialist team at any stage and I was told by BT that they could not bring my activation date forward under any circumstance.
I would please, request that someone from BT helps me expedite this process as I would really appreciate a quicker and more communicative level of service going forwards. I understand these things can happen. Can you help me expedite things?
