My issue is as following:
- I placed an order Sept 2023. Bt said it normally takes a month to process.
- Until November 2023 I tried to call several times (I was switching from Virgin media as their contract ending and I have been paying standard rate)
- Each time I called Bt agents said “no worries, you will receive compensation for each day of delayed setup, so keep waiting, do not cancel”.
- After several attempts and delays with Openreach they managed to set up in April 2024, More than six months.
- After the line is set up I called in and the agent said “no worries the compensation will automatically calculated after 30 days”.
- After 40 days I called in and now they said “your activation date was set as April 2024 so there is no compensation”. I spoke with them more than an hour explaining the situation- they created a complain and promised to call back.
- After a few day, I received an email saying the complaint was closed. Nobody called me back.
I’m seriously doubt the process at the moment. What should I do?
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Hello Phi Hung,
Thanks for getting in touch with us recently.
We've now closed your complaint. Your reference number is VOL013-**********.
Sorry again about the issues you've had. If you need to talk more about your complaint, or you're not happy with how we handled it, please give us a call.
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