on 04-04-2013 14h48
Hi hopefully these forum boards maybe more helpful than the complaints department.
This was my first complaint:
First cause for complaint I have with the service I have received was when I ordered on Friday 1st March via the Internet and was expecting an engineer on Friday 8th March so I took a day off work for this appointment. I rang up on the 6th March to check this appointment as the online account hadn't been updated and was told the order had failed apparently this is a common occurrence; so not much point in BT taking orders online if this commonly happens.
So I then proceeded to order my broadband again. Having done this I was told my order would definitely be completed on the 13th March so took a second day off work. The engineer was unable to complete my order due to a fault between two of the exchange cabinets.
After waiting 48 hours to hear back from BT a new installation date was then assigned without my consultation for 2nd April, nearly 3 weeks after the previous appointment.
I was then left a voicemail message on the 16th March saying BT would try and get me an emergency appointment and would ring back the following day which would be Saturday so presumed the gentleman that rang forgot it was the weekend next so waited till Monday but still no phone call back.
So I will have to take a 3rd day off to get the Internet package installed and finally my BT online account says that my phone line is installed and working, this is not the case as I have tried to use different phone handsets in the socket and neither are working.
Also if BT would like to contact me via my mobile number I will be available between 1pm and 2pm or after 6pm every evening.
The next problem I encountered after this was the staff members in BT's complaints department having an inability to read as they tried to contact me at around 12:30pm and 3pm on consecutive days, so nothing happened with this complaint.
So I carried on and I changed the date to the 4th April so I could 'finally' have my order completed... You've guessed it the work that was supposed to be have been completed between the first time BT bothered to turn up and today hasn't made a blind bit of difference and apparently the engineer is now going underground to fix another issue and again didn't consult me and now aren't coming until the 18th April apparently, will they even be able to install it at that time? So currently looking forward to my 4th day off for BT to come and fit my broadband (that will be 20% of my annual leave allowance).
Am I going to be stuck with this incompetence throughout my 18 month contract with BT? Has my 18 month contract even started? Is this the level of customer satisfaction that I am supposed to receive? I'm looking forward to receiving my bill because I'm sure they aren't going to forget to take that direct debit out of my account for delivering me nothing... Well except a homehub that to visitors to my flat could be tricked into believing I have Internet with.
Sorry to anyone who thinks I'm ranting a bit too much in this, just not happy and I feel this is unacceptable customer service, especially as they told me they were "pulling out all of the stops".
Disgruntled BT Customer
on 04-04-2013 16h15
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
on 04-04-2013 16h23
That's not my experience John, I have a mobile number, a named member of BTs staff and yet they still lie, arrange things without consultation and fail to resolve simple issues. Then hide.
My experience is similar to sambirds, I've wasted holidays, time chasing BT, have been without broadband for 2 weeks (and counting) as they migrated my service from my existing provider but haven't connected me to BT yet.
My advice is more straightforward than yours John; if you're thinking of BT - forget it, do not order from them. If you've ordered, cancel quickly before they ruin your existing provision.
on 04-04-2013 16h28
on 04-04-2013 16h30
on 04-04-2013 16h35
on 04-04-2013 19h38
I am sorry to say I had similar problem.They said my online order had failed.Eventually I ordered by phone and everything went to plan.HMMMMMMMMMM.I was just glad at the thought of getting close to 40,and yes I could! That is if I was able to get a connection.Constantly told that I had no internet connection.This was 3 weeks ago tomorrow and I am still sending letters and phoning people I cannot understand.Still being told that I have no internet connection.I will tell you I would dearly love to walk away from them and will not be staying when time is up.