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Beginner
454 Views
Message 1 of 9

Very unhappy customer !

I was offered a deal over the phone to get my broadband upgraded to Infinity, great I thought and placed and order.

Everything was fine, I got several emails confirming my order and the time slot for installation.

The starter pack arrived as promised and on the day of installation I took half a day off work to wait for the engineer.

My time slot was between 13:00 and 18:00 but by 16:00 I was a little concerned that he had not turned up, I rang the automated order line and got a positive response that the Engineer was still on his way. By 17:30 I was more concerned and got through to an operator who told me that an Engineer was not coming and that they were sorry. Apparantly the Engineer should have called me to tell me the bad news, they were sorry he hadn't. They said they could re-arrange the appointment and would credit my bill with £10.

So, half a day off work, no infinity, 6 hours wasted, I am not a happy customer.

 

My plan is to cancel my order, cancel my phone line and tell as many people as possible about this poor service unless of course BT want to keep a customer

 

 

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8 REPLIES 8
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Distinguished Expert
451 Views
Message 2 of 9

Re: Very unhappy customer !

was your phone with bt?
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Beginner
444 Views
Message 3 of 9

Re: Very unhappy customer !

Yes, phone rental is with BT. I paid a year in advance at the same time as ordering Infinity.

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Aspiring Contributor
419 Views
Message 4 of 9

Re: Very unhappy customer !

Good luck!

 

It took 4 weeks (after my go live date) and 7 engineers visits to get my Infinity working!

 

 

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Distinguished Expert
416 Views
Message 5 of 9

Re: Very unhappy customer !

was it with bt before infinity though?
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Aspiring Contributor
412 Views
Message 6 of 9

Re: Very unhappy customer !

No it wasn't, but that doesn't really excuse the absolute appaling series of events though does it?

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Distinguished Expert
409 Views
Message 7 of 9

Re: Very unhappy customer !

didnt mean you sorry
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Aspiring Expert
372 Views
Message 8 of 9

Re: Very unhappy customer !

GAllison,

 

One possible problem with your proposed course of action; if you intend taking out a fibre broadband deal with someone else instead, the other ISPs all use BT's connections and modems so you'll still have to have a visit from an Openreach engineer to install it all.....

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Beginner
320 Views
Message 9 of 9

Re: Very unhappy customer !

Yes,had normal broadband giving poor 3mB

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