I am (still) having an appalling customer experience trying to move house. I placed the move order on the 23rd of July, and still do not have broadband, having been on the phone 18 times to your order management team, sometimes for up to an hour.
The combination of failures, incompetence, poor service mechanisms and outright dishonesty by under-untrained, under-informed "customer support" call center employees desperate to move on to the next call has been staggering - and I say this as a 20-year-long customer of BT's!
I have been assured (for the fourth time) that my service will be live today. If this does not happen, I will be changing provider for the first time in two decades, but in either case I expect both a refund and compensation.
However - in keeping with the generally atrocious attitude to customers - I have discovered that BT publish no information whatsoever on how to place a complaint. Not wishing to spend another hour on the phone, I am posting here.
I look forward to your response.
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 a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
I'm sorry about the problems with your home move order. If you need any help please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
I have asked to be contacted directly as you specified. Although this has not happened, I want to post an update here since there has now been a series of further failures by BT and I want to document the experience so far as a warning to others...
I've been with BT for over 20 years, but this is the single most atrocious customer experience I have ever had with any provider of anything.
You should get a reply from one of the moderators when your request gets to the top of the queue.
There is some helpful material from GLanybala on this thread about how to go to the ombudsman:
There seem to be a lot of people on this forum having the same issues with provision of Infinity especially when moving home.
I am thinking about starting a thread to gather these experiences together.
This would enable us to figure out whether it's a systemic problem or not (the issue with these forums is that you only hear from people who have had bad experiences, so it's hard to guage whether we are a tiny minority or the norm).
If it turn out there is a significant enough number of us, we can build a petition and then deliver that to BT - this sort of thing can be used to attract media attention.
I used took up the help from the Mod's.
Received an email with an incident number, stating I would be contacted within 48 hours......... Well yeah, that was 5 days ago so don't hold your breath!!!
The forum mods normally reply at the monent due to a higher than normal number of referals in 3/5 working days this exclueds weekends after you have contacted them via their contact form
They will contact you personally by email or phone.