Hello,
Last week I tried to add TV to my account under the current £6 offer. After having problems placing the order online, I rang through and the agent also had the same error.
When my service started last year, there were a considerable amount of issues, from installation issues, missed appointments and being cut off twice when Openreach connected someone else in the building. As a result, there was credit added to the account that meant I didn't pay a bill until this year. At that point there was an issue with the direct debit and the date it was taken. It was mess, but it was all resolved. Or so I thought...
As a result of the issues, it appears BT's internal approval system wouldn't allow TV be added. After speaking with someone they explained that they could see this was as a result of the previous issues and would correct it. And then they put me on hold... and cut me off.
I tried calling again, more problems. They couldn't see any previous notes on the account and didn't know who to raise it with.
And finally, after a tour of BT call centres around the UK, on Saturday I spoke with someone in the Value team who I was led to believe had fixed the error with TV with billing, and completed the order (to the point where they read out terms and conditions), she also said she was able to lower the cost of the broadband package too - down to £55. Perfect! She explained that it'd go on my account as the full, higher amount but her manager would amend the price to the offer before it closed. They didn't.
Now I still don't have TV, and I've got a broadband package that's £10 a month more than what I started out with!
I was told to submit a complaint, explaining the issues and whilst I can see that it's been read, there's no update - more than a week on. Twice it's said 'we'll call you on xx', but no call.
How do I get this escalated? I can't face trying to explain all of this to someone in the call centres again, after speaking with 5 people in the last few weeks, not one has been able to resolve this issue, or give me an update.
Please! It really shouldn't be this hard, right?!
