I placed an order for Unlimited Infinity 2 a couple of weeks ago. Hub was meant to arrive today and BT engineer was meant to arrive tomorrow. BT called a few days after the order was placed. My partner took the call - apparently, something was wrong with the order in their system, and they have to cancel it and create a new one. I would get an email, apparently.
Nothing happened - until today came and BT Hub didn't arrive. Then, I logged on and noticed my order was cancelled but no new one was created. I did not even get an email when my order was cancelled, which surely is not right?!
I called BT customer service. The automated answering system... Oh. My. God. I have never found anything worse. It asks you questions you can't answer. How can you have a BT phone number when you are not yet with BT? That question is asked even if you select the option that you are chasing an order.
Then, after several times of trying (like 15 minutes) you get put through customer service - and the poor sods can't do anything, apparently. Can't even get INTO my files. They need to pass you on to the Order Management department. Long wait, they say. So I waited.
Finally, someone answers, but it's now after 19.30 and BT customer service shuts down at 20.00. That person asks the SAME questions as the person in customer service, and then realizes they can't help you either. Why? Oh, you chose BT Infinity fibre to the home... that's yet another department.
Why didn't the customer service person connect me to the right department before? So, it seems that BT is so compartmentalize that even simple things like checking why an order was cancelled to be answered by a very particular department. Why have a customer service department then? What do they do?
So I end up on the long wait again... and guess what? I wait for so long, it turns 20.00... and later. In the end, I get a message that no one is there anymore.
THIS IS THE SECOND TIME I TRIED TO SIGN UP FOR BT INFINTY!!!
A year ago, I made an order and despite taking time off work a few times, the BT engineer never even came! That's like 100% failure. How on Earth can a company like this still exist?
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Reading about your experience it's clear to see that we let you down. It should be easy to get through about your order. There are a few options available to you. You can either contact the order chat team:
Get help with an order - If they can't help you with it they will call you and get you through to someone who works in our fibre to the premises team.
If you find you are still getting nowhere, click on my username and then on contact the mods. We can speak with them for you.
That link you provided is the same old webpage that provides me with the same old number I called so many times before.
When I click on your username, I get put through to your profile, ane there's nothing that says "contact the mods".