cancel
Showing results for 
Search instead for 
Did you mean: 
banky24
Beginner
580 Views
Message 1 of 7

Homemove Nightmare

Has anyone else had a nightmare with the incompetence of BT's home move staff. I requested a home move 3 weeks ago. At first our new build house couldn't be found despite it being part of a 1200 home expansion on the town we live in. So we were advised to register the address with royal mail which we did. 48 hours later i phoned again and was told the address still couldn't be verified and to call back the next day. I called back the next day to be told i need an open reach engineer visit and i would be contacted in the next 14 days for an appointment. This despite the fact that open reach engineers are working on my estate on a near daily basis. I then receive an email with a mis-spelt town name and a different area code number to the town i live in. Getting pretty angry with the level of incompetence so far displayed i go back to my old house again to use the phone to contact BT again. Firstly i was advised that my order would need to be cancelled and rebooked dispite spelling the name of the town 3 times to the operative in the indian call centre when the order was placed. Then i am informed that it can be amended without the order being cancelled and i would receive email conformation and there was no need for an engineer visit. 48 hours later no email conformation with the correct address i receive another phone call from BT stating i do need an engineer visit but no date was offered and i would be called 4 days later to confirm the appointment but they can guarantee i will be connected on a phone line with the wrong STD code by the 1st of october. At no point have BT apologised for their errors or the fact that they will finally take a month to swap a phone line and another 24-48 hours for broadband if they are to be believed. In the modern day i think they have no interest in helping their customers just so long as they can keep taking my money.

6 REPLIES 6
Highlighted
Dave11uk
Contributor
562 Views
Message 2 of 7

Re: Homemove Nightmare

I have had similar problems. Also with a new build. 

I ordered at the start of August and I have just been told that there is a further delay and the next update will be 9th October and they will contact me again on that date with an update,  it will be just like the last 4 update dates they have provided- they won't call with an update.

 

i am totally fed up with it. When I called to cancel I was told it was a 12 month contract but not to worry, I won't be billed until the service is operational. Well I should hope not.

 

really fed up of being told different information by different people. 

 

Good luck!,, 

Distinguished Sage
551 Views
Message 3 of 7

Re: Homemove Nightmare

moderators advised
0 Ratings
Reply
Moderator
Moderator
532 Views
Message 4 of 7

Re: Homemove Nightmare

Hi banky24,

I'm really sorry for the problems you are having with your home move order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. 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.

Cheers

 

Robbie

0 Ratings
Reply
banky24
Beginner
523 Views
Message 5 of 7

Re: Homemove Nightmare

Hi Robbie,

 

I have sent you a message explaining the next episode in the saga that is dealing with BT's customer service. But for everybody else who needs to know how inept at their jobs BT are my homemove order has been cancelled today because openreach say the house i live in doesn't exsist. As you can imagine BT's customer service team tackled this paradox with all the verve of a damp squid. A real "computer says no moment" no offer of a solution just cancel the order leaving their customer with no phone line or broadband service or any possibility of if i may get one. So after 5 phone calls from me today to the team i decided to try and find a way of getting in touch with openreach myself to try and get to speak to someone that isn't a robotically trained drone to understand that my house does exsist in the real world and that i don't want a phone line and broadband service for the magical world of Narnia. I hope i manage some kind of a break through soon before lose the will to live any more than i already have!!!!!!

0 Ratings
Reply
banky24
Beginner
518 Views
Message 6 of 7

Re: Homemove Nightmare

Thanks for the feedback Dave my experience is just as must of a saga of broken promises and incorrect information that you have experienced. I feel your pain and hope they finally manage to be bother to resolve our issues.

0 Ratings
Reply
Moderator
Moderator
468 Views
Message 7 of 7
Moved:

Re: Homemove Nightmare

0 Ratings
Reply