cancel
Showing results for 
Search instead for 
Did you mean: 
reksteen
Beginner
568 Views
Message 1 of 7

Getting help with my BT Infinity Order - can't get through to customer service, what a joke!

 

Hi

 

I have recently placed a new order for BT Infinity at my house, and I am trying to get my order sorted out, but I am having a lot of trouble with customer service.

 

Is BT customer service really this bad for new customers?! I find it hard to believe, it is perhaps the worst customer service I have yet experienced.

 

I am seriously considering cancelling my BT order now, because I can't get anyone to help me properly.

 

I called BT twice yesterday, got nowhere, eventually managed to find someone on chat that was a bit helpful (probably spent upwards of 3 hours with customer service yesterday), but now there are again problems with my order, and I can't get hold of anyone. I have been waiting for more than an hour on chat to speak to someone, and now it has said I couldn't be connected to anyone 'please try again later'.

 

When I call, I have to schedule a call-back, which takes a long time.

 

I have now again spoken to someone, and have now been told that there's a 'problem with the speed from the exchange that has to be investigated'.

 

Every time I call there is a different story, the 'track my order' page never reflects what I am told over the phone, and no one ever gets in touch with me to inform me what is going on unless I call and ask (which requires hours of waiting).

 

To summarise some of my problems:

  • I now have two 'track my order' emails, both of which are showing as cancelled.
  • My contact number was originally recorded incorrectly. When people failed to contact me on this wrong number, they just didn't bother, e.g. using my email address.
  • I cannot activate my BT ID, because the answer for the security question (my mother's maiden name) is not being accepted. I have already had the answer to this changed once, it is still not working.
  • Originally the router was sceduled to be delivered to my new address (which is currently empty as I have not moved in yet). I had this changed to my current address, but still received an email saying it is being delivered to my new address. Customer service assures me the email is incorrect, and it will be delivered to the right address, but I have zero evidence of this.
  • My order has been rejected twice due to problems, I was never informed.
  • I am taking over a line from somebody that has just moved out which already had BT Infinity, it should be really simple, but it isn't for some reason. The latest reason is that the speed from the exchange they are seeing is apparently less then 1MB, and this is now being handed off to a different team to investigate.
  • Every time I will be called back 'within 24 hours' or 'within 48 hours'. There are big delays, I have no confidence that I will actually be called back, and there is no way for me to get in touch without going through the call centre with long delays. I have already had to push back my moving date once, and currently I have absolutely no idea when my broadband will be activated, they can't even give me an estimate or a range of dates.

Does BT even want me as a customer? It is very clear that the sales people  (who are based in the UK and very friendly/helpful) get customers on board, and then once you are handed over to customer services you are a second class citizen.

 

Riko

 

0 Ratings
Reply
6 REPLIES 6
Distinguished Guru
563 Views
Message 2 of 7

Re: Getting help with my BT Infinity Order - can't get through to customer service, what a joke!

I'll ask a Mod to help. Please follow the instructions given and be patient it may take up to five days at the moment for them to get back to you but they can sort his out.



BTLife | 1967 Plus Radio | 1000 Classical Hits
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Helpful Post?
If a post has been helpful, say thanks by clicking the ratings star.
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
562 Views
Message 3 of 7

Re: Getting help with my BT Infinity Order - can't get through to customer service, what a joke!

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.

0 Ratings
Reply
Moderator
Moderator
556 Views
Message 4 of 7

Re: Getting help with my BT Infinity Order - can't get through to customer service, what a joke!

Hi @reksteen,

 

I'm sorry to hear about the problems with your order. It's clear to see that you need help. I would advice either trying the chat team again or get in touch with us, the mods. You can reach us by clicking on my username and then on contact the mods. It's worth noting that as we are a small specialised team we are very busy. It'll take us 4-5 working days to look into it.

 

Thanks

 

DanielS

Community ModeratorDannyS
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
reksteen
Beginner
537 Views
Message 5 of 7

Re: Getting help with my BT Infinity Order - can't get through to customer service, what a joke!

Hi DanielS

 

Thank you for your reply. I have now got off the phone with BT customer services (after 30 mins, and after speaking to them on chat for 40 minutes as well this morning). All told I have probably spent upwards of 7 hours from the start of this week speaking to BT customer services

 

My order has now been cancelled and re-placed for the 4th time. I am so frustrated and angry I just want to cry. My situation is that my wife is doing an online university course at the moment, and her end-of-semester assigment is due soon, so we can't be without internet for any length of time (plus I work in IT myself, so internet connectivity is absolutely critical for me to do my job).

 

It now looks unlikely that we will get internet on the 8th of April as was originally requested when I placed my order on 27 March, even though I spoke to the floor manager at the call centre and they are going to try and expedite the request with OpenReach (although I see my new order is currently scheduled for activation on 19 April...)

 

 

What is so maddening, is that every time I call there is a new problem, and not a single time out of the 3 (count them!) cancelled/rejected orders has BT contacted me to explain the situation or even sent an email. They just leave it hanging until I call them.

 

Today I had to hear my order was cancelled because they tried to "take over" the previous customer's line, and this was of course was refused because the other customer (at a new address) is still a BT customer and don't want their service stopped! At no point did I ask BT to "take over" someone elses account and yet they made it sound as if it was my fault, and all they can do now is place a completely new order, and this will take time.

 

To top it all off, my router was due to be delivered today, but the delivery failed. The original sales person scheduled the delivery for the address where the service is activated, where there is of course no-one present, as we are waiting for internet before we move in. I called on Monday to change the address where my router is being delivered to my current address (well, actually tried changing it to my work address, but for some reason they couldn't do that). 

 

But on Monday evening I got an email from BT saying that my router is going to be delivered today at the unchanged address (my new address where no one is living at the moment). I contacted customer services again on Tuesday and they assured me that this was simply an automated email, and they can see on their system that my order would be definitely delivered to my current address.

 

After I saw that the delivery failed this morning, I contacted BT on chat (I am at work, so it is easier than talking on the phone), and the person I spoke to was so incredibly rude to me. I had loads of questions about why my delivery failed, but this guy just kept posting "tell me the address where you would like your package re-delivered to" in answer to every question I had. He didn't even pretend to care or attempt to show any interest. I eventually got out of him that, yes, my delivery was for my current address as requested, even though he was now answering all my questions with "contact Royal Mail for questions about your delivery".

 

When I did call Royal Mail, they confirmed that the order was arranged not for my current address, but for my new one, where no-one is present, despite all the assurances to the contrary by BT.

 

So I hope you (and other people on the forum) can understand how mad all of this makes me. I am being treated like a complete piece of garbage by BT customer services, just a number on a sales sheet.

 

I am trying desperately to find someone to complain to, and more importantly someone to help me get internet as soon as possible, but the only option I have is the call centre in India - it isn't possible to get hold of or speak to a real BT representative here in the UK as far as I can tell.

 

What I will try and do now is to email BT's CEO and Head of Customer Services, and try going to Ofcom. I don't know what other avenue I have. I hope not all BT customers are treated like I have been.

0 Ratings
Reply
Moderator
Moderator
531 Views
Message 6 of 7

Re: Getting help with my BT Infinity Order - can't get through to customer service, what a joke!

Hi @reksteen,

 

Thanks for posting. I'm really sorry for the complete mess this is. If you haven't already done so please drop over an email as requested by @DanielS and we'll do our best to help.

 

Cheers

 

David

 

Community ModeratorDaveM
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
reksteen
Beginner
511 Views
Message 7 of 7

Re: Getting help with my BT Infinity Order - can't get through to customer service, what a joke!

Hahaha, after all that has happened I now have this message on my "new" order: 

 

"We're sorry, your order has not progressed as expected. We need to check everything is OK with your order before we can commit to your appointment. We are aware of the problem and a specialist team is working on it. We will be in contact as soon as we have further news. If you would prefer you can contact us."

 

I have just spoken to customer services and have been told that this means "there is no fibre capacity in your cabinet and your order is on hold until there is".

 

So today I have gone, via two hours with customer services, from "getting internet in two days" to "your internet is on hold indefinitely".

 

Hilarious.

0 Ratings
Reply