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Message 1 of 5

My experience with BT so far...

Hi all,


I am just writing this message on here because I want to see what others think of the service I have received and also to ask what I should be doing about it. I am sorry about the long message. I cant quite believe this much has happened and I havent even started my service yet!


Having had no issues with Infinity at the rented flat I was living in, I decided to order Inifinity for my own place that I moved into last week. I placed my order at the end of last month and organised an engineers appointment for this Tuesday (27/10), which the order process said I would need. This meant the home hub arriving on Friday last week and the outside engineers appointment a few days before that. The first engineer rang me to say that he was putting the cable and box on the wall of my flat ready for the engineer visit this week. Later last week I got a call from a BT engineer saying he was at the property to fix a problem with the the connection. I assumed that was all sorted as I heard nothing back from them. 


Over the course of the last few weeks I have been sent several reminders by text and email to let me know that the engineer was coming on Tuesday between 8am and 1pm. Anticipating this I made two journeys to the post office to pick up the home hub (they didnt have it back the first time I went). This brings us to Tuesday, which my girlfriend booked off as holiday in case we needed someone in the house if one of us had to go out (I am also on half term holiday as I am a teacher). It gets to the end of the appointment slot. We are both quite hungry as we didnt have any food having just moved in the day before! We thought we would just wait and get some lunch after.


At 1.15pm I decide to ring BT so they could quickly track and contact the installer to find out where he is and give me a quick update on when he would be arriving. The first lady I spoke to (after a couple of obstacles - trying to get to the right department despite using the contact number sent to me in emails and then having to wait on hold for about 10 minutes) asked me what the issue was, I explained and she accessed my account. She told me that an engineer would not be coming today and that I had two orders, strange I thought. She said that I would need to cancel my order and replace it with BT in order to move forward. Of course I thought this was absurd and asked to speak to somebody else, she told me her manager was in a meeting. I asked to speak to anybody else and she transferred me to another department. After a wait on hold, the new chap informed me that I had been put through to cancellations and that I had a note from the previous advisor saying that I wanted to cancel my order. I said that I didnt, and he said he would be telling the lady off! He said that his department was not responsible for connections/installations so transferred me. After another wait on hold, the new lady took my details and said that she would have to contact open reach to find out what the problem was. I stayed on hold while she tried to contact them. After an hour an ten minutes on the phone her final answer to me was that there was a problem connecting the property (which I now assume is something to do with the second engineers phone call to me) and that I would receive a phone call on Friday to explain in more detail.


I am sitting there finding it very hard to understand how this took 1h15 to tell me. I question why I had still been receiving texts and emails saying the appointment is going ahead. She tells me its automated from day 1 of the order - thanks BT. I ask why I hadn't been contacted previously about the problem - she has no answer as to why that is. I ask why I hadn't been informed today of the cancelled engineers appointment - she has no answer as to why that is. I ask her what the process is for compensation process is with this kind of thing - she informs me that once the order has gone through there are procedures in place for claiming compensation. Any of you experienced customers know anything about that?


This brings us to now, any thoughts about what I should do?

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Distinguished Sage
Distinguished Sage
Message 2 of 5

Re: My experience with BT so far...

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Message 3 of 5

Re: My experience with BT so far...

Hi BobbyNelson,

I'm really sorry for the problems you are having with your order.

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.


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Aspiring Contributor
Message 4 of 5

Re: My experience with BT so far...

I've been waiting for activation of infinity since 25th aug and had all sorts of failed promises. Best advice I would give is get out from BT before you waste any more time trying to get any action out of them. I've given up with them after hours and hours on phone\chat\forum links from moderators --(all a waste of time). Going elsewhere for broadband and phone.

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Message 5 of 5

Re: My experience with BT so far...

Just as an update and as a record for myself.


Since this thread, BT failed to ring me as promised on Friday last week. Unsuprising.


This week, I have used the live chat service (during working hours) to try and get in contact with someone who could help me. 45 minutes and no luck, so had to hang up due to work.


On Tuesday I had a missed call saying the engineers appointment had been booked in for next Tuesday - without consulting me. Neither me nor my girlfriend could be in the house for this. Kind of the reason the original appointment was booked for the day it was.


Tried after working hours to ring BT to change this appointment and to get an update, to no avail as expected.


Yesterday, had a missed call saying there was a split wire or something and that we wouldnt know any more details until next Monday. On the track your order page, the appointment has been cancelled although I am half expecting them to turn up and then try and charge me for the missed appointment!


On hold now trying to get an update...



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