Two weeks ago I called your customer service centre to enquire about terminating my BT Broadband Service due to slow speeds and intermit ant service.
I am really sorry that you have had so many problems right at the beginning of your BT service. I know this must be annoying and I will be happy to give you a hand with this and get everything sorted out.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
I'll make sure we get your services working the way they should.
I have had a very similar problem. And today I waited in for 5 hours and an engineer still didn't turn up. I have wasted (and still am wasting) so much time phoning them and waiting in for them when, if BT had any decency, they would simply take away my unworking/unreliable box (since June!) and refund my money. Any small company would have done this and would have no customers left if they behaved the way BT do. I am appalled.
DON't get me started. I made the fateful decision to transfer my Broadband from Plusnet to BT just before Christmas. THE WORST decision I have ever made and without doubt the worst customer service I have experienced for any product ever. BT accepted my order and after missing several appointments installed Infinity at my house. Great - it worked. 60Meg speed - everyone happy. Then the cut me off after 2 weeks. I complain. They say I am still with plusnet. I say - er - no - you came to my house and fitted Infinity. They then take a week to look in to it. They then tell me I CANT have fibre where I live. I tell them - er - no - I had it and you took it away. They say no - you never had it. I complain. They invstigate. They then phone and say 'sorry - we made a mistake - you can have it. I book an appointment for the guy to come again. They then phone again and say 'sorry - you can't have it in you area. I say Sky will give it to me and you were providing it until you cut me off. They say - we'll check...............again........... I say YOU'VE CHECKED ONCE!!!!!!!!!!!!!!!!!!!!!!!!
And so my message people is sign up to BT - they'll come round and disconnect you existing broadband............then disappear and leave you with NOTHING. A MONTH after I signed up they have not provided me with my service - have disconnected me from plusnet and CANNOT TELL ME when I will get re-connected. Hours and hours on the phone to India, the Special Order Unit, and still no product. Utterly hopeless. Incompetent.
Sadly Ray the UK call centres have proved to be just as incompetent as those in India. Nice people (most of them) but haven't a clue what's actually going on on the ground. I blame the managers. I run a business and I would be ashamed if I was in charge of the customer service at BT it's a disgrace. They have set up an organisational structure that simply cannot deliver what the fance TV ads promise.
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I had Sky ADSL but placed an order for Infinity and an engineer should have visited on Tuesday but on the day BT simply cut off my phone and internet without ever showing up for the appointment and nobody bothered to contact me. After 4 hours I called to ask what was happening and my phone line was activated soon after but I was told the Infinity install was delayed and I am now on my 5th day at home with no broadband.
Following numerous phone calls BT wanted to give me an install date for the 1st of February but after a lot more complaining I managed to get that brought forward to Monday the 21st and I just have to hope it goes smoothly but it's true that calling 150 can be a fairly exasperating experience. The worst part is that you are told different versions of events and nobody can ever offer a quick solution, even though it was BTs fault. I'll be furious if doesn't all go smoothly on Monday.
Have you checked your order online?