We moved house on 7th Feb and it has been a nightmare.
Took them 6 weeks to get us 1571 and we still can't get caller display.
I have been reporting it as a fault every week since 7th feb. It has been opened as a fault approximately 5 times but keeps being closed and saying "resolved" when it isn't.
It has been escalated to the specialist team at least twice and then the whole saga starts again.
They either say "there's no problem their end and that its activated" or "theres a fault at the exchange" or we'll cancel it and reorder if for you and it will be working in 24hrs" - they clearly talk rubbish!
My equipment is fine. I have tried it in the test socket and when trying *#234# it says "sorry the service requested is not availlable.
To add insult to injury they've also increased my payments from 39 a month to 56, yet the account is over 100 in credit! I also keep being emailed saying I'm about to go over my 10 gig allowance, but my broadband is unlimited!
Could a moderator please contact me as I cannot face repeating the whole process again.
Solved! Go to Solution.
Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help you get this sorted. You can find the link by clicking on my username.
Fixed in less than 24hrs what the call centre staff couldn't fix in 10 weeks.
Many thanks to Neil and David.
I am still having problems. The calller display and 1571 is fine though.
I mentioned at the time I was being overcharged and I still am.
Since Feb I have been charged £18.00 for "unlimited broadband" instead of the correct price of £16.00. I've also had emails every month telling me I'm close to my 10 gig limit. I was reassured on April 29th that these emails woud stop (which they did) but on Julys bill I have been charged £5.00 for it!
I have lost count of the number of phone calls I have made about this.
I last spoke to someone after my April bill and they confirmed my package was unlimited (always has been) and that yes it definitely is £16.00 a month. So he agreed that I had been overcharged 5 months, and that I would receive a £10.00 refund when Julys bill was ready.
Not only did I not receive that refund, I have been charged again another 3 months at £18.00. So I am now owed 8 lots of £2.00, so the refund/overcharge now stands at £16.00 plus the £5.00 for overusage.
Can you please help as no matter how many times I inform them of the mistake(s) nothing is done about it, I just get told yes we will sort that out and they never do.
This is a new issue and would have been better in a new thread. It won't necessarily be picked up automatically by the moderators and I'm bringing it to their attention. They should post the usual contact info here in the morning.
I can take a look at the details of your complaint. Please send me in your details using the "Contact The Mods" link found in my profile.