Bt Poor Customer Service.
Where to begin.
I was switched over to digital voice towards the end of 2023.
Tried to take advantage of some of the special offers at the time, for fibre and Tv, all I kept getting was sorry messages on the web site.
I phoned and Was told to wait till the system updated in a few weeks time, special offers had by then disappeared. Decided to wait a bit longer looked at other providers who were all offering me full fibre up to 900mbps.
Phoned again and was told to contact Openreach, I did finally manage to contact them only to be told that they didn’t work with individual members of the public only companies. The Openreach web site says I can get 900mbps, so does every other company except BT and EE including plusnet, virgin, vodaphone etc.
Fed up now, rang again and told them that my address was incorrect, it’s on twice. I was told I had to contact Openreach and the post office as my address didn’t exist in Bt system which they get from them. Told them it did and does it is actually on 2 on your web site and shown differently depending where you look, was told they couldn’t help.
Waited again missing out on lots of offers, again I can follow the links on my offers online, fill it in, it then jumps to say “sorry this package not available” only these 4 different halo packages or fibre ones are. I pick the one at £44 pounds and complete it with TNT sport at £15 + £6 for hd and £12 for calls £73 in total, told ok print the order. I did but didn’t get an email. No record of the order.
Over the next few weeks I tried this multiple times, spent over 3hrs on the phone with various agents who kept me on hold and then assure me they would sort it out, moved my mobile over to EE, got a new email with the new package and order number. Looked up the order number and I couldn’t see it till the other order, the phones, was complete. The phones didn’t complete until a month later as they messed that up too, another story that is thankfully fixed, I hope.
Finally I go back to check my new broadband offer now at £59 and tv at £26, missed out on the offers once again, but the order doesn’t exist, what!!
Phoned again told it was all going to be sorted, TNT sport has now gone up to £37, broadband up to £73, the agent said he would ring back on the Thursday between 09:30 and 10:00 with it all sorted out, he didn’t no great surprise there.
The following Monday I managed to reduce my halo package to fibre 2, had to pay £11.99 for a Wi-Fi disk that ended up being an EE booster hub, I didn’t want or need it but accepted this any way.
What do I have to do to get this all sorted out, my account says I only have broadband but my bill says I have TNT Sport as well but I’m not able to access that part on the web site as they say there is an error that they have been trying to fix since October last year.
I would welcome anyone to help as this is making me ill.
My package is Fibre2 with unbreakable Wi-Fi and TNT sport on my sky box.
I have numerous emails and 70+ screen shots if it helps.
