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Contributor
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Message 1 of 49

Homemove: Fed-up of of the terrible customer service

I am moving home on the 25th September and foolishly thought that by contacting BT in August that this would allow plenty of time to have everything arranged.   At first i received a couple of texs and calls with updates on dates that kept moving until I eventually called the Order Management folks who told me everything was fine for the 25th. It was only after several calls and after being told various and differng 'stories' that someone mentioned that the next update from open reach would be on the 14th October.  I was advised they would update with the order date on the 21st September. Thats right, there was no updated. I called Order Management only to be told that the 25th was still fine and they still confirmed the date even after asking them to double check. Frusttrated by the fact I have wasted so much time and effort trying to chase BT.  I decided to contact to find out about cancelling my account only to be told that I am tied into a 12 month contract. During the call the operator contacted Order Management again and stated that there was in fact a delay and I would not be connected by the 25th. They suggested the delay could be quite some time and I would be contacted early october with the next update.  

 

When will this ever end. Really frustrated by the inability to provide customers with clear informaiton.

 

I also really wish that BT could train there staff that telling soemone not to worry about a house move and that they wont cut off my existing line on the agreed date is absolutely no help at all. Its not like people can delay their house move just because BT cant get their act together. Reassuring me that I wont be charged until the services are connected is really not much consolation either - its not like i would be expecting to be charged for a service I am unable to get!

 

All I ask is for BT to provide clear and consistent information.  I am still none the wiser as to when I can expected services to be connected. 

 

Really shocked at how terrible the service has been. Really fed up with being told dates for updates and never receiving an update. Really annoyed at being told completely differen information.  The whole experience has really made me question firstly why I am a customer of BT and secondly why I am a shareholder. I have lost all faith in BT.

 

David

 

48 REPLIES 48
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Moderator
Moderator
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Message 2 of 49

Re: Homemove: Fed-up of of the terrible customer service

Hi Dave11uk,

I'm really sorry for the delay moving services to your new house.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

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Contributor
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Message 3 of 49

Re: Homemove: Fed-up of of the terrible customer service

Eventually managed to chat to someone at BT this morning who was helpful and assured me someone would call today with a proper update,  I shouldn't have been surprised but no one called.  After calling Order Managenent, I was again initially told that everything was fine for the original date. Only have several times asking the operator to double check as I had previously been told 4 different dates did they realise there is still a delay,

 

The wait continues. 

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Aspiring Contributor
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Message 4 of 49

Re: Homemove: Fed-up of of the terrible customer service

Hi Dave, you really have to lower your expectations when dealing with BT.

I've been waiting 2 months since I moved without any service, and I've been billed for those two months already.

Still waiting...

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Contributor
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Message 5 of 49

Re: Homemove: Fed-up of of the terrible customer service

Yeah your right. 2 months!! That's shocking. Your definitely in a worse situation that I am in

The frustrating thing is that it is impossible to get a consistent answer. The other frustrating thing is that they never call back when they say they will.
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Contributor
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Message 6 of 49

Re: Homemove: Fed-up of of the terrible customer service

Another day, another delay,

 

again in a different activation date from BT.

 

Received two emails this morning about ten minutes apart, with order updates. Both had different dates. is there anything that BT can get right??? 

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Contributor
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Message 7 of 49

Re: Homemove: Fed-up of of the terrible customer service

Still no service from BT.

The dates for the engineer have been changes several time with no agreement.

Finally thought i was getting someone, engineer visit agreed on the phone for the 8th. Arranged to take the day off work and then the next day I get an email to say an enginner visit has been arrnaged for the 12th. Chatting online to BT and the best they can do is to confirm the date on the 9th by 8pm. OK so the 9th is a Friday and the 12th is a monday.... no way to arrange a day off.

 

The saga continues.

 

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Contributor
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Message 8 of 49

Re: Homemove: Fed-up of of the terrible customer service

Still waiting for BT.  Called yesterday and there is apparently some 'Data Integrity Issue' with my account and the order needs to be re-placed but they need to wait 24 hours to do that.  Seriously??

Yet another mistake by BT. I have ran out of patience now. Numerous calls and chats over the last few days and I am still getting no where.

 

 

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Moderator
Moderator
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Message 9 of 49

Re: Homemove: Fed-up of of the terrible customer service

Hi Dave11uk,

 

I am sorry to hear that you are still having problems with your order. I would like to take a look at this, to see what is going on. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

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Contributor
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Message 10 of 49

Re: Homemove: Fed-up of of the terrible customer service

Thanks. 

 

I have sent the deails now so will await an update.

 

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