BT Cancelling Orders

[ArtyVark]

Received call today at 12:03pm they tried to put my order through and it failed. 25 minute on hold to be told there is a system error affecting my account which will not be fixed for 10 days so expecting a call back now 3rd October.

I too have updated my complaints email but I am going to keep it till conclusion and then send it. Checked Ofcom website about the compensation process. As the days go by the compensation claim I will put in is going up.

[pxr5]

It's good that you got a call. I'm still waiting for mine, but I did continue with my complaint email - I'll just keep adding to it as the days go by, maybe they'll get so annoyed with me they'll sort it out lol (never had any reply though). My OR committed date was 22 Aug so I'll see what happens once this is all sorted out.

I'm still on the fence whether to just go somewhere else; but if I did do that I may not be able to claim compensation. The whole thing is very tiresome though. And to top it off I got a spam PM on these forums claiming to be from BT Support - reported of course.

[pxr5]

I thought I'd ring BT to see what's going on with my account and orders. I spoke to a very helpful guy in Dundee called Steven. He spent 40 mins going through all my old orders and checking to see what was stopping future orders (I was hold most of this time). He spoke to 3 different managers (both automatic and offline) and seemed to find a 'stuck' order that was causing the issues with my orders getting cancelled immediately (why the other BT personnel I'd spoken to many times before couldn't have done this - who knows). Great. He then spoke to a guy called Idris in sales and explained to them what had been happening and to do a re-order at the original price from 08 Aug. But that's where it went all wrong. Idris didn't get the transfer and I ended up on hold again until eventually a lady answered. I explained everything again and asked to speak to either Steven or Idris, but she just put me on hold again until the call was answered by yet another lady who I explained everything again. She transferred me but after being on hold again the call cut off. I rang back and explained it all again to a gent in Accrington. He eventually put me through to sales and the guy there couldn't sign me up to EE or BT so he said he'd speak to sales support and put me on hold again. Then someone else answered. I'd absolutely had enough by then so asked to be called back by anyone who knows what's been going on with my account and cancelled orders - I'd been on the phone for 1hr20 by then. It was probably the most awful phone call I've ever been through - all I wanted was to speak to the original guy, Steve - but that is impossible it seems. I probably won't be called back again and I'm quite incredulous at how absolutely shambolic BT support is.

[ArtyVark]

Thats what I had a stuck order amongst other things and the call went from Loyalty Team (sales) to Connection Team to Data Integrity Team who can close stuck orders. So they did actually close the order but as I've said there was already an underlying system error that is stopping me from upgrading.

I also managed to get through to the DI Team on online chat the next day. I went into the track an order in help and then I got the option to do an online chat. Sales answered I asked them to put me through to the DI Team and they actually did.

[pxr5]

Some promising news on my part after that horrendous time on Monday. I rang again yesterday (Tue) lunchtime and got through to a guy in Stoke. He was the first person I've spoken who promised to take full ownership of my problems. But though he was from Connections he could also do orders - very useful. So he went to do another order for me with either BT or EE and neither would work, so he created me a completely new account and it went through - I've even got an OR appointment for Fri 08 Oct. He promised to ring today and he did at exactly the time he said he would and check all was good. He is going to ring again on Monday to keep an eye on things. I did explain to him how many other personnel I'd spoken to there had left me abandoned with no way of contacting them again, but he promised he would keep me fully updated all the time. So fingers crossed I may (touch wood) be actually getting somewhere. I think that's the main problem in that you always get another person in a random part of the UK each time you ring so there is no continuity. That person you speak to first should be somehow contactable. This guy in Stoke is also going to manage the switch over and handle my old account and any billing changes required.

[ArtyVark]

Thats what I`m hoping this guy does when he rings me back on 3rd Oct. So far he has been with me through a couple of calls. I just have a feeling this is going to be all fixed then they give us a OR date when we are on holiday. 😂 (so will have to delay it further)

[ArtyVark]

@pxr5 

I`m absolutely livid.

So I get the phone call back at 12:06pm today after waiting 10 days. I`m on the phone for 30 minutes as the technical error is still stopping me from upgraded. I then get switched to BT Doncaster who say they can place the order. Its cheaper than what I am paying for now. Order is placed and approved. I hang up the phone. 

I then check my order and no engineer visit has been made and no activation date. Thats 50 minute call

So I have to then ring back and explain again what is going on. I get BT Stoke this time have to explain the whole thing again, get put through to a sales agent have to explain it all again. Tries to place the order, technical error. I say cant you see what BT Doncaster did. Turns out the way round this technical error is to book my order as a house move !! So he proceeds with the order but tells me it will cost a different price to what I got before. Says he cant do anything about this. Then he says phone will cost me £3 extra and they have to charge me £10 for the TP Link power connectors which I have already got and been charged £10 for already and I dont even need them. Says cant take it off the order I have to speak to recharge team to get it taken off.

In end I was so fed up I just told him to forget the order I've had enough. Never in all my years and I`m 20+years BT customer have I had such appalling customer service.

I`m now going to send off my complaint.

I think I'm just going to wait till Dec 2025 and my contract runs out then cancel BT because its a joke.

[pxr5]

@ArtyVark 

Sounds similar to my experience but at least I am out of contract. The guy from Stoke has been very good so far for me. He has rung me back as promised and I'm keeping an eye on the order too as I'm due an OR visit tomorrow -4th Oct (I've even received the Smart Hub 2 in the post ready for it). To do this though he had to create an new account as it was impossible to raise an order on my current account (either BT or EE due to a 'technical error'). But, again, as I'm out of contract this is probably easier for me.

I have kept my complaint up-to-date and actually had a text, then a call, from a lady at Executive Complaints as mine has gone up quite high in the chain apparently. I told her I don't want anything doing until the current order is complete. I don't want anything messing up now.

So for me it's fingers crossed for tomorrow.

[ArtyVark]

Sounds like at least you have some success.

[pxr5]

^^ It's taken a hell of a lot of unnecessary effort on my part though. I'm really intrigued as to how BT will handle my complaint.