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Message 1 of 4

Does BT want new business or is it just incompetence?

I don't know if anybody else has had a similar experience but I am at my wits end with BT. For a number of years now I have been with O2 with line rental from them also.

Recently I decided it was time to go for fibre broadband.

Seeing a deal on BTs site for Infinity 2, phone and youview I placed an order. The order confirmation said that somebody would all within 2 days to start the process with transferring back the phone line. After 3 days I rang them. I was put through to somebody who said there was no order but he could help me. After 30 minutes he ran into problems after seeming like he didn't know what he was doing and said he would ring back. He didn't and when I rang back I was told the order had been cancelled.

I decided I would try again. Once again I placed an order for bob, tv and phone and this time got further. A girl rang the following day to say the order for the phone line had been placed and I would receive an email asking for the MAC code from O2. Great, except she had my name wrong and the email address was wrong. She used my wife's maiden name from before we moved to O2 and where she got the email from I don't know. These were corrected but I never received the email. I decided to ring to find out what happened.

I got a girl who said no orders existed for me, then located the order but said it wasn't complete. She said she would look at it and then said she would need to transfer it to a collegue. After being made to wait a guy told me once again no orders existed. After some time he then informed me that the girl who I had just spoken to had cancelled the order. He could place another but I would not get the deal I had online. He suggested placing another online.

At this point I am now on my third order. I still haven't received a call and when I try to track the order it says that it doesn't exist. I fear ringing and don't know what the next step is other than go somewhere else.

Has anybody else had this experience and how did you deal with it?
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Distinguished Sage
Message 2 of 4

Re: Does BT want new business or is it just incompetence?


I am sorry to see you are having problems

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

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Aspiring Expert
Message 3 of 4

Re: Does BT want new business or is it just incompetence?

Had the same problem when i ordered youview , i tried 4 times to reorder then i got rather missled and canceled my direct debit someone from bt in ENGLAND phoned me and it was sorted straight away .

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Message 4 of 4

Re: Does BT want new business or is it just incompetence?

They lost my online order and said it never existed that is until I sent them a copy of it I hear its a ploy so they don't have to honour the £100 gift voucher by saying that you made you order via phone , I used to be with virgin and thought they were bad ,what's that saying "out of the frying pan into the BT fire "
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