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Zed13
Aspiring Contributor
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Message 1 of 8

Sick of no activation

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I have recently switched to BT from Plusnet. Not fully true....although I was given a date of 4th May as my new activation date, I am still without broadband due to a catalog of BT "system" errors according to their advisors. When I rang on 4th May, apparently my order did not go through to the supplier correctly, they then tried to redo the order and said I would have broadband on 11th May. However, no broadband connection on this date either. After much complaining I was assigned a "case officer" who told me system had messed up and only way to get internet was to cancel order and start again. Should be sorted by Monday 15th. Another call on Monday to apologise again but not sorted and they can't give me a date when it will. More complaining and started asking advisor about their ADR and had to be escalated to his manager as was out of depth. i have had to keep phoning for an update because no one bothers to call me. Just been told I have a "marker" on my line which will take another 5 days to remove so that my order can be placed again. Over 2 weeks waiting and no end in sight. 

I am sick of this and seen other similar threads. Basically, once you've signed you don't have much choice to go elsewhere without an even further delay to activation. I have been given excuse after excuse but we don't seem to have any rights anyway. However, if the regulator, Ofcom, was to impose stricter regulation and compensation payment I bet companies would work faster to get switching as easy as we keep being told it is meant to be. ***EDITED***

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7 REPLIES 7
Zed13
Aspiring Contributor
687 Views
Message 2 of 8

Re: Poor customer service

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BT seem hopeless at activating on the dates they give. I was given a date of 4th May when I switched from plusnet to BT.  I have been passed from advisor to advisor with numerous different excuses as to why I am still not activated. Spent a fortune on dongles to get internet. Latest possible date for connection is now 1st June. So 4 weeks late. 

 

I am am hoping to get compensation and really hope that the latest Ofcom consultantin on forcing broadband companies to compensate at £6 per day for not activating on date given will be honoured. 

 

https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/automatic-compensation

 

 

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Zed13
Aspiring Contributor
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Message 3 of 8

Re: BT customer service problems and line activation

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Been having similar issues with getting my broadband activated.


BT seem hopeless at activating on the dates they give. I was given a date of 4th May when I switched from plusnet to BT. Latest date I have been given when they hope to get me activated for connection is now 1st June. So 4 weeks late! Been passed around numerous advisors and had loads of excuses.

I am am hoping to get compensation and really hope that the latest Ofcom consultantin on forcing broadband companies to compensate at £6 per day for not activating on date given will be honoured.

https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/automatic-compensation
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Zed13
Aspiring Contributor
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Message 4 of 8

Re: BT customer service problems and line activation

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You could also try this to get problem recognise and possibly escalated
https://www.ispa.org.uk/consumers/complaints-form/
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john46
Distinguished Sage
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Message 5 of 8

Re: BT customer service problems and line activation

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Zed13 FTTP installs are totally different to standard broadband activation FTTP installs can be very involved and need specialist engineers to install
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: Sick of no activation

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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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NeilO
Moderator
Moderator
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Message 7 of 8

Re: BT customer service problems and line activation

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Hi @Zed13 I'm really sorry about the delay getting your broadband connected. We'll be happy to take a look at your order and find out what's happening if you send over your details using the 'click here to contact the mods' link. You can find the link by clicking on my username.

Thanks

Neil

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Zed13
Aspiring Contributor
623 Views
Message 8 of 8

Re: BT customer service problems and line activation

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I have finally been activated on 1st June. 4 weeks after my first given date.

 

Had a phone call today to ask if my internet was connected. I said yes. BT responed with oh good, is there anything else I can help with. no mention of compensation, no guidance on what I can do next, basically a cheap way to try and close my complaint.

 

Luckliy I have read some of the customer complaint procedure as BT dont like to tell you anything at all about what you can do like go to an ADR or complain to Ofcom. So I raised the issue of compensation. Offered a paltry £28 as payment whilst my service was not activated. I have spent at least £75 on dongle fees to get internet whilst i was promised "it was going to be sorted by next week". I refused and have asked for a deadlock letter. Guess what, thats not going to be for a week.!

 

If anyone is in same situation or have had same terrible customer service then please take the time to provide evidence for the OfCom proposal to get this sorted out. Please see: https://www.ofcom.org.uk/consultations-and-statements/category-1/automatic-compensation

 

 

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