There must be someone who can help please.
We tried to take out a new contract with BT but were told we had to go with EE. EE did not start the contract at beginning of March as had been confirmed in an email. We rang to complain at the end of April because we noticed on our bank statement that BT had not only charged us the last two months but had put the price up. We were told that an account had been set up in my name (the wife) which could not be activated but nobody told us. The problem would be resolved. The 'guide' told my husband that it was his wife's fault (that's me) because she had previously had an account with BT! My husband asked to be returned to BT.
Instead of the problem being resolved and our account (my husbands) being returned to BT our broadband and home phone was cut off. We have between us spent over 8 hours on phone calls, mostly on hold, to various people who were mostly utterly uninterested. Three people have claimed they would own and resolve the problem but they become uncontactable. We have asked repeatedly for John Lynch to call us back and James Warwick refuses to respond to emails. BT complaints page online has had a fault for at least 4 days so I cannot check the current complaint or register a new one.
Added to this our EE mobile signal has become as good as useless due to a problem in our area. So I have spent a whole afternoon today trying to find out what is going on whilst each phone call drops out several times. Sometimes I got called back but often like Peter earlier in the day they do not call back despite being asked to at the start of the conversation. It took 4 attempts to talk to a tech person about the fault - 4 x RETRY as they tried to call me whilst I sit in my garden where the appalling signal is a little less appalling. Nial also tries to help me with my broadband issue and incorrectly blames me for not updating my marital status. I then spend another hour trying to set up my EE to double check my details - of course this doesn't work becauseI have no broadband and mobile signal is so very bad. I finally manage several aborted calls to a lady who confirms my mobile account is indeed in my married name.
So nobody at BT/EE can sort out why we have no broadband and home phone other than to try and blame me, the customer, for something that is totally their error. All this whilst also having an unusable mobile. We have many important reasons to need these services and at no point did we ask for my husbands account to be put in my maiden name. Many of the communications have been totally unprofessional as if the whole show is run by children who don't give a damn. Those who have tried to be more professional seem to duck out quickly. Really shocking.
