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Jossproctor
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Message 1 of 10

BT lack of communication to install new Broadband

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My son and I are tearing our hair out with frustration with BT and their complete lack of communication and complete imcompetence over what should be a simple set up of a new BT account.  It all started when my son paid £69 for a start up on the 12th November.  The TV set top box and Broadband equipment arrived 24th November and then I sat in his flat from 8am to 1.30pm waiting for an engineer - NO SHOW.  I phoned and was told that even though it was in an email from BT stating they were arriving but this happens often when they dont communicate between departments.   I asked for another engineer to come out on the following day but was told we would go back into the system and someone would ring us on Monday morning. NO CALL on Monday and so as my son works full time and does not have the time to sit for over 1 hour being passed from one department to another, I kindly offered to chase up.  Since then between us we have made numerous phone calls, I've been on the BT chatline but have go absolutely no where.

Each Wednesday Matt gets an automated text message saying there is a problem and they are looking into it and will look at the problem one week in advance.

Biggest joke now is that BT phoned him on the 16th at the office to say they were once again delaying and would phone on the 26th December (Bank Holiday) so that is a lie!!

The problem seems to be within the block of flats, even though 6 people use BT within the block.  BT therefore need to gain access to the junction box in the basement.  I phoned yet again and gave them the management services of the building telephone number so they could gain access at any time between 8am to 3pm.

PLEASE BT SORT THIS PROBLEM OUT - my son is a designer and needs to work sometimes from home but  has now been without wi-fi for a month and therefore he  is running up an enormous amount on his data roaming on his phone.

We will be expecting a considerable compensation once BT have sorted this problem out and have in writing from one of my many chatline calls that the operator had put in another official complaint.

We do not want anymore text messages passing the buck - we want action from the company that states they are the best in communication!!!  Complete joke and I will never be recommending BT to anyone - in fact I am going out of my way at the moment to tell everyone how useless they are in sorting out problems.  I am a BT customer and have been for years at home and that is the reason my son went with you in the first place.

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: BT lack of communication to install new Broadband

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Welcome to this forum.
This is a customer to customer forum only,

 

This is where customers help each other get the most out of BT products & services.

Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
Everyone posting here, are just BT customers like myself

 

BT Retail do not provide or maintain the external network. This is done by Openreach (A BT Group Business) who work for all Service Providers apart from Virgin Media. BT Retail do not get any special treatment.

Its Openreach that need access, which can be a problem if its in a  locked basement.

 


This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.

Thanks

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Distinguished Sage
Distinguished Sage
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Message 3 of 10

Re: BT lack of communication to install new Broadband

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As an aside to your problems getting your service installed, get your son to complain to BT and to ask if he can have access to BTWifi.

 

He may already have access if his BT account has been activated and he has a BTID but if not BT should be able to give him temporary access.

 

This would allow him to log onto any BTWifi signal that may be getting transmitted from any of the other BT users in his block of flats. This would at least save him from having to use his mobile phones data allowance.

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Moderator
Moderator
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Message 4 of 10

Re: BT lack of communication to install new Broadband

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@Jossproctor I'm really sorry about the delay getting your son's line connected. Please use the 'click here to contact the mods' link in my forum profile to send in the order details and we'll find out what's happening. You can find the link by clicking on my username.

Thanks

Neil

Community ModeratorNeilO
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Jossproctor
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Message 5 of 10

Re: BT lack of communication to install new Broadband

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Hi

This has never been suggested by any BT person who has bothered to phone.  However, the 6 other BT customers within the building all my their wi-fi locked so unable to use any other BT hotspots within the building.

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Jossproctor
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Message 6 of 10

Re: BT lack of communication to install new Broadband

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Thank you Neil

 

But this is probably the fourth complaint email form I have filled in.  All I got back was a questionnaire on what I thought of BT service.  You can imagine my responses - BT didnt score more than a 'O' for anything.

Both myself and mum have just filled in the forms as suggested but not holding our breath that anything sensible will be done.

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Distinguished Sage
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Message 7 of 10

Re: BT lack of communication to install new Broadband

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The information you have sent goes to the forum moderation team who are a small team of UK based BT specialists who take personal ownership of problems posted on the forum and they provide a single point of contact in the UK they will contact you by email or phone within 5 working days and will stay InTouch with you until fully resolved
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Message 8 of 10

Re: BT lack of communication to install new Broadband

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Hi @Jossproctor,

 

Thanks for taking my call today. I'm chasing this up and will be in touch as soon as I have any updates for you.

 

Cheers

 

David

Community ModeratorDaveM
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Message 9 of 10

Re: BT lack of communication to install new Broadband

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Hi @Jossproctor,

 

I've spoken to Matt and confirmed all orders have been cancelled as requested and have agreed to close the complaint at this point.

 

Cheers

 

David

Community ModeratorDaveM
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Jossproctor
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Message 10 of 10

Re: BT lack of communication to install new Broadband

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Thank you David. I am just so disappointed that BT lied to Matt for over a month as it was just due to lack of communication between 2 departments. So all the fobbing off with faults on the line etc was just made up and it just needed switching on. I can't believe this couldn't have been done when discovered rather than ask Matt to start all over again ordering another set up box. BT need to get their act together. I hope the set up cost appears in Matts bank account ASAP. The lack of any other compensation just because you didn't actually connect is a joke. Mobile phone bill for November and December have been over £100 extra as he's had to use 4G to get his wifi. I just hope Sky who he has had to go with now do a better job as he would definitely have preferred BT. Joss
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