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Message 1 of 4

Not a Good Start

Last Friday the 6th April, I finally got my phone and broadband connected after my initial online order on 8th March. I had decided to move to BT from Virgin due to wanting to reduce money and for the new customer incentives. 

On my original connection date (disappointingly no earlier) i was asked to contact BT regarding an issue with my order, I did so and was told that they had issues connecting my phoneline with the number I was then using because of incorrect records as to where the number was registered, I said this was no problem and asked them to just give me a new number, which is when the problems began.

It took two weeks to cancel my original order (which offered a £9.99 connection and reward card) in which time my old broadband provider had disconnected my services leaving me with no internet or TV and having to stream Netflix to my TV from my phone which has cost me a small fortune. It was then a further week to raise the new order which seemingly due to the large number of phone calls taken to get things back on track has resulten in my connection fee increasing from £9.99 to £59.99 and no reward card as yet, after spending half an hour on hold last night, I have decided to air my grievances as people seem to be receiving a response in a relatively short time. 

Most companies offer compensation when the service they provide is delayed for three weeks, yet I appear to be out of pocket by in excess of £150 (between the reward card and connection fee). I am seriously regretting my decision to move provider. 

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Message 2 of 4

Re: Not a Good Start

Hi @corrinab2505,

I am so sorry to hear about all of the problems with your order, the connection fee and the rewards card. I think it would be best that we take this offline for you and do everything we can to help get you the service you rightly deserve.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.



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Message 3 of 4

Re: Not a Good Start

Hi @corrinab2505 Thanks for taking my call earlier and just to confirm I have corrected the connection fee. I will be back in touch next week once I have sorted the voucher and speak with you again then.


Message 4 of 4

Re: Not a Good Start

Hi @corrinab2505 I called earlier and left a brief message on your voicemail. 

I wanted to confirm that the voucher for £110 has now been arranged and will be with you within the next 30 days. 


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