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Beginner
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Message 2 of 10

Broadband (BT Infinity fibre ) and TV (Entertainment plus/kids extra) - "Premium" Services?

We had a service 'activated' on the 5th September 2016 - 44 days in, and still no internet or TV services. After spending more time on the phone repeating the issues to all and sundry since then, we've had no success in getting a service. On top of which, like other people posting recently, the household has a disabled person, who is mainly housebound, so is reliant on the nternet for communications as well as to manage security and monitors - BT are definitiely not adhering to the Equality Act (2010), much less the legal requirements of service provision.

 

After having almost daily contact with them, they sent a bill for the services, which we asked to dispute, as it was for services which we have not had to date - their response? To restrict the service nd refuse to spea to anyone about the services until the bill is paid - thus leaving a disabled person at even more risk and holdng us to ransom, as we cannot get another provider until they cancel the contract. Surely admitting that you are unable to provide any service to the address means that there shouldn't be an issue when we request being released fromt he contract? Why are we having to make complaints (which by the way haven't been responded to) in this situation? Ombudsman, Ofcom, Trading standards - please help!!

 

I am making sure that no-one I know even thinks of getting a BT package, as this forum has provided the evidence that this is not a one-off situation and the customer 'service' is aware of the poor quality of service and goods, so are primed to keep sending you around in circles and making promises they do not keep.

 

Has anyone out there had a satisfactory solution to their Broadband/TV issues???

 

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Beginner
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Message 1 of 10

Re: COMPLAINTS!

I feel your pain! It has been 44 days since our service was 'activated' but have not had a single days' service since - we were told on Friday that the issue was at BT and not our address, but yet, ignore our requests to even discuss releasing us from the contract so we can seek an alternative provider - this is despite informing them that the lack of internet is leaving a disabled person at risk!!!

Additinally, having said we wish to dispute the current bill, given that we have not had any services since activiation on 5th September 2016, they are now refusing to even speak to us and have restricted the service, putting the disabled member of the ousehold at even further risk - do they care? Seems not!

 

Hopefully, the very long leter to the Ombudsman will encourage them to do the right thing - provide the 'premium service' we are paing for ad is constantly advertised or release us from the contract!!!!!

 

Is this too much to ask?

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Distinguished Sage
Distinguished Sage
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Message 3 of 10

Re: COMPLAINTS!

You are posting on a three year old thread that was last posted on a year ago so you may not get a reply from any of the posters. 

 

You would be better to keep your posts on your own thread that you have started.

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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: Broadband (BT Infinity fibre ) and TV (Entertainment plus/kids extra) - "Premium" Serv

@BBrown

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 5 of 10

Re: Broadband (BT Infinity fibre ) and TV (Entertainment plus/kids extra) - "Premium" Serv

Hi @BBrown and welcome.

 

I'm really sorry for the problems you're having with the order. You've mentioned being billed and also having your services restricted which is a little confusing so we'll need to take a closer look at that for you. Can you please send over your details? You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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Beginner
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Message 6 of 10

What is this? Definitely not a service!

Having put in a formal complaint, it has taken days and days for them to respond - I'm still only asking for the Boadband and TV package to be cancelled - without having to pay for the whole contract - Never had more than 15m internet at a time, then from 6th October, no service at all after a visit from an engineer, this week, another engineer has attended, and now we don't even have any equipment! But still, BT are chasing me for payment of a bill; added a £7.00 admin charge on to it, yet I've been reuqesting that the contract be canelled for weeks!

The response gave a number for a 'specialist team' that would be able to respond to my request - this is what the email says. But...on calling said numer, we are back to square one - The number is for collections, who then put me on hold for 20mins and have just hung up!!AGAIN!! Really?

So, I assume that BT will continue to add admin charges to the current bill, so they can then send in the debt collectors, but not provide any service? I already know that this cannot be legal - who in their right minds pays for a service that is not received and you have no equipment to even try? And, with no timescales for any change - once again, I just want to be released fromt he contract. Not something I would think too difficult when you are not able to provide a service. Come on! Do the right ting, BT!!

 

If only I had known - I wil be making sure that no-one I know will go through this - using my networks and groups to tell people to stay well away!! May as well go to an internet cafe or library - aafter all, I'm paying for a service and STILL have to do this to get an internet connection! 

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Distinguished Sage
Distinguished Sage
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Message 7 of 10

Re: What is this? Definitely not a service!

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Beginner
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Message 8 of 10

Re: Broadband (BT Infinity fibre ) and TV (Entertainment plus/kids extra) - "Premium" Serv

I don't understand why you are linking me back to a two day old post. I responded to David M with all the details. I was sent an email with a number for a specialist team which was the collections dept. I've just called! Had the call cut and no further with the process. I'm happy to send the details again, but seem to be going around in circles! Don't understand why it's so hard to just have a simple conversation to resolve the situation and to be listened to. Having a disabled person housebound because she can't call out to make the arrangements or let visitors/carers or medical staff in unless someone is in the house is restricting her liberty. Because BT won't speak to us. It's shameful!
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Distinguished Sage
Distinguished Sage
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Message 9 of 10

Re: Broadband (BT Infinity fibre ) and TV (Entertainment plus/kids extra) - "Premium" Serv

The call you received would not have been as a result of the moderators, as there is a five working day delay before they can even look at your case.

Not sure who contacted you, but you need to wait for @DavidM or one of the other moderators to deal.

 

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Moderator
Moderator
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Message 10 of 10

Re: Broadband (BT Infinity fibre ) and TV (Entertainment plus/kids extra) - "Premium" Serv

Hi @BBrown That response was not from the Mod team. I've checked our queue and we haven't received a completed form from you. Please can you complete the form offered by @DavidM on his profile and we'll be happy to help you with this.

 

Cheers

John

 

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