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alistairp
Beginner
1,072 Views
Message 1 of 7

Switching to BT Infinity - 2 cancelled orders & 20 phone calls later...

 

I am completely frustrated with BT & would value any advice whether it is worth continuing to get connected to BT Infinity. My current phone line rental & broadband is provided by Sky & I am looking to switch over the same residential number to BT Infinity.

 

16/03/2012 – Placed an order on the BT website with all details were entered correctly. Received an email giving me a new phone number rather than switching over my existing number.

 

16/03/2012 – Called BT Customer Options who explained that the website does not work properly. They cancelled the order & asked me to call back the next day after this order had cancelled. It took 4 phone calls to get this far!

 

18/03/2012 – Called BT Customer Options who entered the same order internally. Dates were agreed & money taken from my credit card for line rental. Everything is looking good!

 

04/04/2012 – Several days before switchover the Home Hub 3 arrived in the post.

 

05/04/2012 – Logged into MyBT to setup internet account but noticed that the engineer visit for the next working day had been cancelled. Lucky I checked!

 

05/04/2012 - Called BT Customer Options. The first operator disconnected me then spoke to several others including a supervisor it was decided the order was incorrect (they didn’t know why) & cancelled it. Oh yes, the supervisor disconnected me in the process as well. They asked me to call back next day after the public holiday.

 

07/04/2012 – Called BT Customer Options as soon as the lines opened. They asked me to call back later as no one was at the order desk yet.

 

07/04/2012 – Called BT Customer Options who questioned if the phone number I wanted switched was even real (yikes, I was calling from it!) & then asked me to call back 2 days later to raise a new order. It was promised that a supervisor would call back – so far nothing!

 

Meantime, I have taken a days holiday (it's expensive as a contractor) to greet the engineer but clearly no one will arrive (& no one told me about that either). What shall I do?

 

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6 REPLIES 6
Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,069 Views
Message 2 of 7

Re: Switching to BT Infinity - 2 cancelled orders & 20 phone calls later...

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

 

 

They can be contacted using this link BT Care Team

 

 

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

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Smthers
Aspiring Contributor
1,066 Views
Message 3 of 7

Re: Switching to BT Infinity - 2 cancelled orders & 20 phone calls later...

**bleep** hell. I placed my order on the BT website towards the end of March and everything went through smooth as silk. Every step leading up to the install was communicated to me via texts and email - absolutely faultless. And this was coming from Virgin Media (spits) and BT reactivating their landline. I'm sure the Care Team will sort it out for you. Hang on in there, BTI rocks!
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STS
Aspiring Contributor
1,057 Views
Message 4 of 7

Re: Switching to BT Infinity - 2 cancelled orders & 20 phone calls later...

I had this exact same problem - The UK team will look after you - but hopefully this time things won't be soo bad.

In the end someone in india decided randomly to cancel my entire package after i got my basic broadband up and running - so i was without a connection for two days beginning of march. after i just got it started uup.

so when i found this out i called the BT UK team, and they managed to put my infinity order through first time after that. - and 2 days latyer it was up and running...

 

weird thing is cancelling my line and order seemed to do the trick and allowed the infinity order to go through. ok there was the cancelation charges that arose from that but the UK team applied the credit to cancel out the cancellation charges.

 

The biggest problem was everytime they decided to put the order through they would cancel or skip the call out for the Engineer... so make sure he comes out

 

 

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alistairp
Beginner
960 Views
Message 5 of 7

Re: Switching to BT Infinity - 2 cancelled orders & 20 phone calls later...

Thank you for your help. Yes, I received a reply from the moderator yesterday requesting more information - this was supplied by return email but since then no further response or interest from BT.

 

We are now at: 2 cancelled orders, 25 calls, 1 forum message & 1 email & I guess I will have to admit defeat. Shame!

 

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walkerx
Recognised Expert
950 Views
Message 6 of 7

Re: Switching to BT Infinity - 2 cancelled orders & 20 phone calls later...


@alistairp wrote:

Thank you for your help. Yes, I received a reply from the moderator yesterday requesting more information - this was supplied by return email but since then no further response or interest from BT.

 

We are now at: 2 cancelled orders, 25 calls, 1 forum message & 1 email & I guess I will have to admit defeat. Shame!

 


don't give up on the mods - they will help you as much as they can, but can't always respond straight away to emails

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john46
Distinguished Sage
936 Views
Message 7 of 7

Re: Switching to BT Infinity - 2 cancelled orders & 20 phone calls later...

As walkerx has posted the mods will reply to you they are only a very small team of BT UK based specialists and they take ownership of problems until completed they are very busy and the bank holiday will have slowed things down a little they can take up to 3 working days to reply
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