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Jembo4488
Newbie
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Message 1 of 11

FURIOUS FIRST TIME CUSTOMER

I had orders broadband and installation for yesterday 07/11/2015 , 1-6pm direct debit set up
Numerous confirmation texts and emails up until Friday night 18.49 , email yesterday morning to say in track etc
I took the day off work and I have a 15 month old we stayed in all day which isn't easy with a toddler
NOONE showed up ! 6pm no one was available to answer the phones and so I waited all in for nothing !! Lost out on £50 wage and my son stuck in all day for nothing ! Im furious Managed to speak to someone from another department online ( chat kept disconnecting and reconnected also ). Eho said my product was out of stock !!!! Why was I not notified of this and allowed to wait in all day and why ad insult to injury by sending the texts and emails to say all was progressing as normal !! Am I now expected to take another day off ?? I want to cancel this entirley and go with Sky im shocked at such poor service
Please advise how I cancel this
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10 REPLIES 10
Distinguished Sage
Distinguished Sage
415 Views
Message 2 of 11

Re: FURIOUS FIRST TIME CUSTOMER

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.

 

What produce was out of stocK?

BT Retail do not normally run out of broadband routers.

 

Did you order normal broadband, or BT Infinity?

 

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Jembo4488
Newbie
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Message 3 of 11

Re: FURIOUS FIRST TIME CUSTOMER

Thanks a lot x
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Distinguished Sage
Distinguished Sage
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Message 4 of 11

Re: FURIOUS FIRST TIME CUSTOMER


@Jembo4488 wrote:
Thanks a lot x

I edited my last post with a few questions which may help.

 

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Distinguished Sage
Distinguished Sage
407 Views
Message 5 of 11

Re: FURIOUS FIRST TIME CUSTOMER

Do you have an existing working phone line from BT retail, and when did you place your order for broadband.

 

Unless its a totally new provision of a phone line, then no home visit is needed because broadband is self install.

 

 

 

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Jembo4488
Newbie
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Message 6 of 11

Re: FURIOUS FIRST TIME CUSTOMER

It was a new phone line set up and normal broadband ,
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Moderator
Moderator
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Message 7 of 11

Re: FURIOUS FIRST TIME CUSTOMER

@Jembo4488

 

I'm very sorry the appointment to activate your line was missed. 

Your best bet would be to contact our order team and allow them the chance to put things right. I will drop you a private message now which will include the link to our order team whereby you can online chat with them. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

 

Thanks

Neil

Community ModeratorNeilO
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Distinguished Sage
Distinguished Sage
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Message 8 of 11

Re: FURIOUS FIRST TIME CUSTOMER

Its Open reach who do the provision for all service providers apart from cable, so there may be a problem with the external network. Is it a new build house?

 

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: FURIOUS FIRST TIME CUSTOMER

You may be best to chat with the order team on the link given.

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Jembo4488
Newbie
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Message 10 of 11

Re: FURIOUS FIRST TIME CUSTOMER

No an old house Where I have had a landline before
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