I don't even know where to start, this is likely going to get very long but I'll try and keep it to facts and bullet points. I am so furious with BT right now.
First about me
This is keeping a very long 3 week story as short as I can, I have missed out so many calls, complaints, visits from engineers just because it makes no difference. The facts are the 7 engineer visits the 20+ phone calls, the 3 weeks without service, the lack of organisation, getting passed from pillar to post, reference numbers being given that then don't exist and every time I call in I get told to wait another 7 working days please. NO!!!! I'm not waiting any longer.
The compensation bill I have for BT so far is into the hundreds. I was instructed by BT to use my Mobile Data which I have and it's costing me nearly £3 a day to continue being online and completing my work, since I work from home I have no other choice. Total bill for this so far £54 and I have no alternative so BT have to reimburse this as I was instructed and will continue to use this as an option until BT fix my problems.
I purchased a £35 dongle that didn't pick up any signal and PC world won't take it back because it's open and not faulty.
I've made all the calls to the BT numbers from my Mobile as the landline was not working for the first 2 weeks which is a further cost to me of over £40.
I cancelled out of a sky contract early to get fibre which cost me £32 and now I'm told I can't get fibre. If BT is only going to supply me with what I had originally why should I have even bothered? I might add I had free Unlimited broadband with sky I was just paying Line Rental, if I want to go with a BT unlimited broadband package the cheapest is £10 + line rental. I am not paying for that when I had that same service free and BT have not been able to supply the service I ordered.
I've spent well over 20 hours waiting in for engineers, on the phone, waiting for call backs which don’t happen and that is just priceless as my time is valuable to me and not BT clearly who don't seem to have a grip on customer service.
I have now filed for a copy of all data BT has on me under the freedom of information act including recorded calls and paid the £10 admin fee. I am now waiting for all this to be resolved but if BT don't get this sorted soon or start to prioritise some sort of broadband order for me I will have no choice but to start going to Ofcom and seeking legal advice for a solicitor. The cost and damages this is causing is astronomical, BT I am not the kind of guy to make idle threats, I am a business man who’s business you are seriously messing with and don’t seem to have a care in the world because it’s a residential line my working from home means nothing to you.
Compensation Claim I will be fighting for so far
Hotspot data £54 (so far)
Useless BT Dongle £35
Call to BT from Mobile £40 (so far)
Sky early cancelation cost £32
I will not pay for standard broadband when that was free with Sky before moving to you and you have not been able to provide me with what I ordered so I expect you to cover this broadband cost until more capacity is available which is said to be anything from 10 – 90 days according to plus net.
I would also like some consideration to the stress and endless hours of inconvenience I have been put through by BT and I am continuing to be put through after 3 weeks with no service. Tonight was the last straw. I was told I would get yet another call back between 4-6pm by txt, it never happened. I called in to complain I was told a manager would call me back in the next 1-2 hours, it never happened I called in to complain again, I was told to wait until 9pm as that’s when we close so you could be called right up until then, well guess what, no one called me back AGAIN!!!
I have read many posts here on the BT community forum and it seems someone complains, we then wait for a mod to come along, tell us to check there profile and submit a message to the mods. I searched for that link and I can't find it so I guess I'll wait for a mod to direct me to it which is just more time wasted.
Mods when you get around to replying, please give more instructions on how to contact you becuase they most common way I can find is mods will say this
"Click on my username and under the "about me" section you'll see our contact link."
I have done that and there is no contact link or about me section on the page I get taken too.
There is a contact me title and the link under that after your onlien status is "send this user a private message" is that what we're supposed to do? Send a private message or is there anotehr link somewhere?
Can you just paste the link I need to click?
You have to wait until the moderators open up the link to you before you will see it. They do not respond to PMs.
I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. Once you have replied to them by the link, it can at present take up to five working days for them to re-contact you.
If you rely on the Internet for your business are you a business user. Just this is a forum for residential customers
I'm not a business user I am a residential user, I work from home.
It's BT Openreach who Wholesale it out and BT is always first, I wonder why or how that always happens. Anyway I'm not here to debate these things, I am raising a complaint becuase of the obsurd amout of time wasted trying to install a line and broadband.
The error is no down to a fault on my account nothing to do with the equipment. They can't even put normal broadband on my account becuase it still says there is an infinity promo but there not givign me infinity either so waht are they doing? Just making wait, time and time again with nothing to show for it after 3 weeks.
I'll await a moderators response to hopefully get some actions taken here.
I'm here to get help from a mod and escalate my issues.
I'm not here to be schooled on how openreach and BT have to abide by ofcom regulations. The fact remains that BT is in most cases that I'm aware of and has always been the first to offer the services. I just want a mod to look into my case like many other unsatisfied BT customers. The call centres are a joke, the call back service is disgusting, the ownership of a customer issue is none existent.
As a paying customer I am entitled to make a complaint especially after being left 3 weeks with no service. The service I ordered is no longer available due to capacity but even BT won't tell me that's the reason. I had to dig for that myself and BT are unable to give me standard broadband becuase there is an error on my account still to do with the original infinity order.
Just cancel my account and start again if you can't work out how to delete a package from my account, at least then you can process my order and get me some installation dates from openreach engineers. Even if it's another 1-2 weeks i;d rather have a date and start again than I would continue in this cycle of no one having a clue what is going on or how to fix it.
Disgusting doesn't even desribe this customer service.
Welcome to the community forum and thanks for your post!
I'm sorry that there is a capacity issue in your cabinet preventing you from being connected to BT Infinity and also for the problems you are having getting set up on copper (ADSL) broadband. I do appreciate the time that you have taken to contact us to get this sorted.
We will be happy to pick this up and get you sorted out from here. You'll see the link to send me your details in my profile under the "about me" section. It's on the left hand side under my profile picture and you can get there by clicking on my username here >>> RobbieMac
"NO!!!! I'm not waiting any longer."
ricklord, be aware that it can take five days for the mods to get back to you, but they will.