cancel
Showing results for 
Search instead for 
Did you mean: 
cmr25
Aspiring Contributor
967 Views
Message 1 of 33

Inefficient, Incompetent and utterly useless service

Go to solution

Hi,

We recently switched from another provider to BT and our connection was meant to start last week. Our old provider disconnected us on the last day and we called BT to check that everything was fine with the connection date. We were assured it is and that we will be connected promptly on our connection date. We contacted again on the connection date and were told to wait put until midnight. We again contacted BT following that as our connection was not working. It kept says the connection was disconnected during the troubleshooting process. Throughout the last few days we have  made over ten calls with each for over half an hour explaining the circumstances.

Someone (not naming here) from connection team assured us that they will investigate and get back to us before 10am today. Having no call back or response we waited for almost half an hour to speak to someone this morning when we got disconnected. We did an online chat for over an hour and now they are asking us to wait until the 3rd October. This is unacceptable given that our given date for connection was last week and not day after tomorrow.

Wonder how this company still exists on such terrible services. the person on chat had no sense of understanding or empathy. These staff need to be named and shamed for their lack of customer service skills. Despite the customer service, the company is still not confirming when we can be connected.

Anyone with similar experience on connecting to BT?

We didn't have any issues when we first took connection with another provider.

0 Ratings
Reply
32 REPLIES 32
Distinguished Sage
Distinguished Sage
940 Views
Message 2 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution

can I ask if you are  moving from SKY to BT as there are similar posts and that seems a common thread



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
cmr25
Aspiring Contributor
927 Views
Message 3 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution
Thanks, yes that's correct.

I'll look out for the other posts now. Haven't seen this issue before.
0 Ratings
Reply
cmr25
Aspiring Contributor
895 Views
Message 4 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution
Any solutions to this issue? If BT is aware of taking over a connection from Sky why have they not mentioned that during the calls?
It's annoying to be without internet as everything depends on having a connection.
Anyone knows how long BT will take to resolve this issue? Or is it worth cancelling the order and going back to Sky or any reliable providers?

Any suggestions and advice welcome especially with regard to time limit and what solution worked in the end?

Thanks for your time.
0 Ratings
Reply
Highlighted
-Richie-
Expert
881 Views
Message 5 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution

Did you ask Sky to cease your account or let the switch do it ?

0 Ratings
Reply
cmr25
Aspiring Contributor
851 Views
Message 6 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution
We never contacted Sky as our contract with them finished. So we decided to let the switch over do the business for us. I was under the impression that when you do a switch over the new company sorts all the switch over details with the old company? So we didn't bother letting Sky know. We got an automated email from them as soon as BT accepted the order. So we knew that BT had contacted them.
0 Ratings
Reply
-Richie-
Expert
828 Views
Message 7 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution

Then your switch should of been easy, obviously it wasn't.

Speak to BT, you want the connections team to see what the progress of your order is now.

0 Ratings
Reply
iniltous
Recognised Expert
815 Views
Message 8 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution

Were you a standard Sky broadband customer or a Sky  'fibre' customer ( FTTC) ? , are you keeping the number you had with Sky , ( porting the number from Sky to BT) , if yes to porting, was the number always a 'Sky' number or did you move it from a previous provider to Sky ?
Do you have a dial tone ? ( or any tone at all at the master socket) , what sort of broadband are you getting from BT (ADSL or FTTC ) ?, what happens if you dial the landline number you are getting from BT ( best tried if possible from a landline phone rather than a mobile )
There are various potential problems, if the number is beng ported, has the port been done. ( this needs Sky and BT) ,  if not porting and  you are getting any old number from BT, perhaps Openreach have either not done the necessary work, or it's been done incorrectly , or perhaps the exchange equipment or broadband equipment you have been allocated is faulty....

0 Ratings
Reply
cmr25
Aspiring Contributor
791 Views
Message 9 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution
Thanks again for your time and useful comments.
Our first ever connection was with SKY. And this is our first switch over. Frankly we don't care about number being ported over as we don't use the landline. Its only for internet purpose. We don't even have a phone plugged in so can't tell if phone line is working or not. We never had a phone plugged in and sky (not fibre) was working fine until it got disconnected. The modem seems fine (It seems dsl although we ordered fibre with BT). I'm told that it's fibre until cabinet and then normal copper line to the house so dsl smart hub should be good. The status shows disconnected/ no connection. So it looks like connection team haven't connected us yet.

They wouldn't tell us what's going on and keep saying 24 hrs. It's annoying as I'm preparing for some exams and all the preparatory materials are online.

Mobile data runs out fast and haven't got a clue if they will resolve it or if i should cancel the order and go back to activating like back with Sky. Not even sure if that's possible. Switching to any provider now will take further two weeks which we cannot wait.

It's a joke that BT couldn't connect on the connection date or within a day or two.

Very pathetic and awful service.
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
746 Views
Message 10 of 33

Re: Inefficient, Incompetent and utterly useless service

Go to solution

You will need to plug in a phone to check for dial tone, and to see which provider you are connected to. Also check for any noise on the phone line.

This may be of interest.

Why do you need phone connected to your line?

If the phone line is noisy or has a high resistance connection, then that will affect your broadband.

The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.

With Private Circuits it is common practice to allow a small "DC Wetting" current to flow through the line to prevent this problem.

https://en.wikipedia.org/wiki/Wetting_current

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

The solution is to get hold of a cheap (less than £5) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.