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tomclark1984
Beginner
623 Views
Message 1 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

I've had a very similiar experience. It has now been a week and a half since my BT TV Starter pack + BT Sports was supposed to activate. I've been promised two phone calls a day for the past week including a call from the complaints department. I am yet to recieve a single phone call. I've also speant hours on your online chat and on the phone to the support team. Not only are a lot of the support team unhelpful and have very little idea what is actually happening about your order, but they are also very rude, speak over you and repeat information whilst making promises they cannot keep (Promisisng callbacks).

 

My order for BT TV has just been reissued and i've been charged a further £49 activation fee. I have no idea if i'll be able get this money back as i can't get any straight answers, or speak to anyone on the phone that can actually resolve the issue. It seems my case is contually passed on to somoene else with the promise that i'll be called back or that someone else will sort out the problem. 

 

If anyone can help i'd be really appreciative.

12 REPLIES 12
Keith_Beddoe
Distinguished Sage
Distinguished Sage
619 Views
Message 2 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

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.

0 Ratings
RobbieMac
Moderator
Moderator
615 Views
Message 3 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

Hi tomclark1984,

 

Welcome to the community and thanks for your post!

 

Sorry for the problems you are having with your BT TV order.  I can look into this from here and find out what's causing the hold up.  Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.

 

Cheers,

 

Robbie

0 Ratings
Dave11uk
Contributor
611 Views
Message 4 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

I have had weeks of BT saying they will call me but never do. Really frustrating.
0 Ratings
RobbieMac
Moderator
Moderator
602 Views
Message 5 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

Hi Dave11uk,

 

I appreciate how frustrating it is being promised call backs that haven't materialised.  Rest assured, when we get to you we will manage everything from here and make sure it's a smoother experience until everything is sorted.

 

Cheers

 

Robbie

0 Ratings
tomclark1984
Beginner
577 Views
Message 6 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

Hi there, I can't find the link. Could you please tell me how i can gain further help Many thanks Tom
0 Ratings
RobbieMac
Moderator
Moderator
570 Views
Message 7 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

Hi tomclark1984,

 

Click on my username here >> RobbieMac and when the page loads you'll see the link on the left hand side under the "about" section.

 

Cheers

 

Robbie

0 Ratings
tomclark1984
Beginner
551 Views
Message 8 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

Today I finally received s phone call.This was of Zero help. The caller could do absolutely nothing as I have an order which is being processed. My understanding is that my original order wasn't processed properly and so a new order had to be made. I have now received an email saying that I will be charged a £49 activation fee.

 

I called your team this morning only to be dealt with by one of the rudest customer service team I have ever encountered. Her name was Ssiobi I believe. She continually spoke over me and kept on repeating the same automated response given to her by her computer over and over again to the point where I believe she was trying to antagonise me. She refused to put me through to her supervisor or anyone else that may be able to shed some light on my order. I am now at a point where I am totally dismayed with the whole process and have no idea how I am going to resolve this issue. I have spent countless hours now writing emails, having online chats to your service team and speaking to your employees at your call centre only to be even less clearer on what is happening with my order. Can you please advise me on how to sort out the services that I have ordered (but am yet to receive) and the procedure for filing a complaint. 

0 Ratings
john46
Distinguished Sage
532 Views
Message 9 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

@ tomclark1984

just wait now for the mod team to contact you personally they are a small team of UK based BT specialists who will own your problem until fully resolved
0 Ratings
tomclark1984
Beginner
517 Views
Message 10 of 13

Re: BT TV order still not progressed for the 60th day and the offline team insists on not calling

I've still had no phone call from your UK based team. When am I likely to receive this?
0 Ratings