Having problems with my account since I renewed and upgraded my package back at the end of March. Current issues are:
- Wrong price for broadband
- Being charged twice for call package
- Hybrid Connect not connecting to mobile network
- Unable to access Broadband or Digital Voice options on ‘Your Products’ page
So far tried the online chat who agreed that I was being overcharged and provided a partial refund but said that the issues were caused by the upgrade order not having been closed and that that would have to happen before the other issues were sorted.
Rather stupidly I did not read the complaint response email that said I had to chase the closing of the order, so nothing happened. Returning from holiday recently, I noticed that the Hybrid Connect was still flashing red, and then, when I dug out the previous email realised that I should have called up.
Therefore, I called up and, after being passed from one team to another, was told that this was a fault on one of the computer systems and that it would need to be dealt with by another team. I was told to allow 2-5 working days, and it would be fixed.
All that has changed is that if I try to look up the order now, I get an error message saying that my session has timed out and none of the other issues have been fixed.
That said, my broadband, digital voice, and TV all work perfectly fine, apart from the Hybrid Connect. Interestingly, something similar happened when I first took fibre with BT a couple of years ago - my products worked as expected but the billing and account were messed up.
