- Hi BT, my mum moved into her new home on the 1st June. She made BT aware of this at least 2 weeks prior to this online by filling out the 'Moving home' section. She didn't hear anything back. Low and behold, she moved in on the 1st of the month and the previous occupants had been with EE so didn't think much of it. Connected her router up, nothing. So a few days later she called, she was told that she will be sent a new router and an engineer would come out on the 15th June to set it up. The 15th rolls around, my mum is working that day but I am at the new house. I get here at 8.30am because we had heard nothing so I was going to be around all day, but was also going to be using an orbital sander. So I called BT to ask if they had an approximate time of arrival so that I can hear them. The guy I spoke to on the phone couldn't give me all of the details (I am not verified on the account) however he did tell me that nobody was going to be coming that day because it was a cancellation order raised on our old address and not a change of address. I was with my mum when she had the previous phone call and that was absolutely not what was said. She had made it clear it was a change of address, not a cancellation. The guy I spoke to on the phone was only as helpful as he could be, due to me not being authorised on the account. But he did let me know enough to realise that our Internet had been cancelled, not moved. I understand that he didn't know any more than the information that he relayed to me, so of course I didn't give him a hard time. He was very understanding and acknowledged that I was frustrated, also didn't understand how a moving request turned into a cancellation. It was not his fault, so I wasn't going to argue with that guy on the phone who gave me as much information as he could. Whoever works on the customer service phone lines deserve a pay raise because even though I didn't go off at this guy for literally doing his job, I am sure that there are people that would. He was great, told me the steps that my mum and I need to take. No shade against that guy, really good at his job and tried to help me as best as he could.
- So, my mum called up later that day during a work break. She explained that it was a move and not a cancellation of contract. Sure, the contract was for the old address but she wanted to keep her contract with BT when she moved. She was also advised that it was a cancellation on her account but they would send out a mini router to get us online until the fault is fixed. Fast forward to the next day, we have received 2 mini routers. Only set up 1 router but it is on EE, sim activated but the EE signal where I live is abysmal. I should know, I am on 3 which worked great for me where I used to live but I moved back in with my mum and o2 is the only network that gets a decent signal around here. So they sent us 2 useless mini routers. I Ookla tested it in multiple areas of the house and the download speed is less than 3mbps. Abysmal.
Luckily we have a lot of refurbishing to do, so we are not currently staying in the house. But my mum lost her rag and said she is so fed up with BT that she will be looking for a different provider.
Why even bother putting the option to change address on the website if it doesn't get looked at? And why tell my mum that an engineer will be coming out on a certain date if it is only going to cancel the Internet at her old house? She will be moving in within the next 2 weeks and she needs Internet.
Horrible experience moving with BT. My mum is looking elsewhere because this has been so stressful.
Just to add, my mum was also offered a contract with EE to get cheaper broadband. When we live somewhere that EE signal is awful. She turned it down, so maybe that is why BT haven't sorted it out
Your customer service is fantastic, I cannot fault your minimum wage employees. But the execution of moving home is absolutely disgusting. My mum is paying for an Internet package that she cannot even use. The 4g hub that was sent out is useless.
So, BT, what is the correct course of action that we should be taking? We are already looking at other providers because we have been let down not once, but twice. 4 times if you add on the insult of a 4g hub that has no signal
