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Aspiring Contributor
788 Views
Message 1 of 11

BT have messed up my order

I signed up online for BT's phone and broadband package on April 25 and was given an activation date of May 9.

 

It appears they somehome messed the order up despite sending me confirmation and a changeover day of May 9.

 

Now they are saying it is going to be in two weeks time on May 23!

 

What can I do to get it done sooner? 

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Distinguished Sage
Distinguished Sage
784 Views
Message 2 of 11

Re: BT have messed up my order

it will depend on why the delay as it might no be possible to bring date forward  if you read other posts here there are very few who have managed to move openreach instal date



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Contributor
776 Views
Message 3 of 11

Re: BT have messed up my order

Let me guess: They said - "You didn't check the box that gives us permission to take over your line from *****? "
I had to do mine 3 times on the same day, until they admitted there was a fault at the software (online) end. I also got confirmation all was well. Had I not phoned up to try and rearrange the proffered date I'd have never known.
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Moderator
Moderator
765 Views
Message 4 of 11

Re: BT have messed up my order

Hi @oldpilot Sorry about the delay in getting your services moved over to us.

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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Aspiring Contributor
754 Views
Message 5 of 11

Re: BT have messed up my order

I think that probably happened but I have never been told how it went wrong.

 

One person in the Accrington call centre suggested they thought I needed a new line but I am still using the BT line that was installed six years ago.

 

I tried using the online facility that involved a 20 minute conversation with someone in an Indian call centre who then phoned me and after discussing the issue fot 20 minutes tried to transfer me to complaints at which time the call dropped out.

 

Accrington are much more customer friendly and it is the return of UK call centres that is bringing me back to BT.

 

BT seem to make issues like this so complicated.

 

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Aspiring Contributor
751 Views
Message 6 of 11

Re: BT have messed up my order

I understood that broadband and phone moves are done electronically?

As such there is no guy in a cabinet somewhere doing it by hand?

 

This is what I get when I go to my BT page

 

"We're sorry, your order has not progressed as expected
We are aware of the problem and a specialist team is working on it. We will be in contact as soon as we have further news. If you would prefer you can contact us."

 

I doubt I am so lucky that a whole specialist team are working on it. 🙂

 

 

 

 

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Distinguished Sage
Distinguished Sage
741 Views
Message 7 of 11

Re: BT have messed up my order

I would take up the mod offer of help if you have not done so already  follow the contact us link and complete the email  mods will then get back to you in 2/3 working days maybe sooner



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Distinguished Sage
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Message 8 of 11

Re: BT have messed up my order


@oldpilot wrote:

I understood that broadband and phone moves are done electronically?   Yes unless you are moving from an LLU operator  like Sky or Talk Talk then exchange work is needed to move your line from their exchange equipment to BT's
As such there is no guy in a cabinet somewhere doing it by hand? Yes if you are moving to fibre

 

This is what I get when I go to my BT page

 

"We're sorry, your order has not progressed as expected
We are aware of the problem and a specialist team is working on it. We will be in contact as soon as we have further news. If you would prefer you can contact us."

 

I doubt I am so lucky that a whole specialist team are working on it. 🙂

 

 

 

 


 

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Aspiring Contributor
723 Views
Message 9 of 11

Re: BT have messed up my order

No fibre...it is one mile away so I am on an old copper cable back to the cabinet.
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Aspiring Contributor
683 Views
Message 10 of 11

Re: BT have messed up my order

Here I am on another Groundhog day having spent hours on the phone yesterday to various BT people and still no action or news.

 

I left BT six months ago after a decade because of their poor service. I soon discovered the whole industry is riddled with poor service and call centres that never achieve anything. Post Office broadband was even worse.

 

All I want is answers to why my order was messed up and what they are doing to expedite it.

 

How I miss the old British Telecom and getting straight through to the engineers or sales with having to go throught the mental torment of multi menu automated purgatory. As if that is not bad enough it is followed by fifteen minutes waiting to talk to someone who then inflicts the 'Take you through security' routine and finally puts you on hold for several more minutes before the call drops out.

 

 

 

 

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